Manager, Client Accounts

Location: Farmington Hills, Michigan, United States
Date Posted: 12-07-2018
Manager, Client Accounts

Client Success is pleased to announce we have an opening for Manager, Client Accounts who will play a key role in managing the team of Client Success Managers in our US headquarters location.  This role will also manage direct account relationships as a CSM for US based clients.

Job Title: Manager, Client Accounts  
Department:      Client Center
Reports To:         Director, Client Center
Supervises:         Client Success Managers located in our Farmington Hills Office
Work Location:  Farmington Hills, Michigan

Job Attributes:
  • Travel: Monthly to Whitby, ON
  • High stress situations when dealing with critical timelines and escalations
  • Long work hours during peak times
  • People management

Qualifications:

Essential
  • 5 years experience in an account management oriented role
  • Experience managing large accounts with complex internal and external stakeholder structure
  • 2 + years in a supervisory role with direct reports
  • Proven success in building and developing teams
  • Excellent communication and presentation skills
  • Conflict resolution, change management, problem solver
  • Strong interpersonal skills and the ability to build relationships
  • Strong time management skills with proven experience managing numerous client deliverables.
  • Excels under pressure; ability to work both independently and cooperatively in a fast-paced environment.
Strong Considerations
  • Retail, channel or manufacturing operations experience
  • Bilingual (French)
  • Previous experience with client accounts mentioned
  • 2 + years in the channel incentive industry

Responsibilities:
  • Coaching and development of direct reports
  • Lead and build a strong team with a focus on constant skill development and improvement
  • Provide clients with best in class account management
  • Gain and maintain deep understanding of our client’s business, programs, and operational needs to drive win-win outcomes
  • Build and maintain strong working relationships with the client at various levels.
  • Act as the main point of contact for the client on day to day account activity, including clear communication across the Client’s operational areas and 360 operational areas.
  • Collaborate with internal teams to champion client needs, timelines, and requirements.
  • Work closely with Business Operations, Programs, Development, Contact Center(s), and Client Success Executives to ensure client satisfaction and problem resolution
  • Provide best practices and continuous improvement advice to clients
  • Lead the creation and delivery of client business reviews
  • Work with multiple teams to proactively develop unique solutions, ideas and improved processes
  • Work with cross functional teams to achieve department and client goals
  • Foster innovation by sharing best practices and innovative ways client can leverage the 360
  • Monitor and address revenue, claim, interaction, on holds, notifications and other business KPI’s that impact Client NPS
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