In this role, you will be responsible for all aspects of maintaining excellent working relationships with existing clients as well as facilitating the efficient on-boarding and transitioning process of new clients.
You will also be responsible for day-to-day operational client management including documentation, information tracking, and escalation/resolution of client concerns, issues and service requests. This will include participation in the planning and implementation of new clients, services, product offerings, and technical improvements. The role is responsible for managing any contractual changes for the existing client base.
All aspects of client care include the coordination and communication with appropriate internal departments.
The main contact for clients ensuring issue resolution/escalation and overall client satisfaction is maintained
Manage client contract expectations to ensure they adhere to contract specifications and that contracted Service Level Agreement (SLA) commitments are being delivered
Works as part of the overall service delivery team to reduce escalated incidents using clear communication and creating/delivering necessary training and/or coaching
Suggest improvements for the logging, tracking, resolution and reporting of client issues
Investigate and resolve any service level agreement failures
Review client business within the facility to assess service is within contractual parameters and clarify what requests are new net revenue generation requests; work with Operations for implementation of any SLA changes
Have understanding of client contract and SLA’s and liaise with Operations to ensure compliance
Conducts investigation of client claims and presents findings to GM and Director of Client Solutions
Review and Approve Customer Weekly Invoices collaborating with Operations to resolve any outstanding issues
Follow up on outstanding invoice payments with each client
Recognize up selling or new business/net revenue opportunities and work with GM, Director of Client Solutions and Manager of Business Development to realize this potential
Manage all aspects of a new client set up including clear communication of Standard Operations Procedures (SOP) specific to the client
Manage all Contract Master and Fee Matrix set up for new client startups and changes to existing Client Service Agreements
Take responsibility to guide new customers through the transition process
Distribute required documentation to internal departments and client as required including: Client Profile, New Client Announcement and other pertinent documents
Coordinate and manage regular meeting schedules between customer and various internal department team members to ensure service needs are being met
Coordinate the upload of customer date, profile, SLA into company systems
Review test invoice to ensure proper billing parameters, fees, address, etc.
Maintain and initiate regular contact with clients during the implementation phase
Confidently speak to the customer base about products and services, and how they apply to a specific customer’s needs
Participate in customer/prospect meetings
Be knowledgeable about Health & Safety Legislation and abiding by the NLS H&S Policies and programs
Required Experience / Qualifications
3-5 years experience in a supervisory role.
Must have a strong service ethic
Reliable with excellent organization skills
Able to easily build strong working relationships
Resourceful with a sense of urgency
Quality and detail-oriented
Able to recognize potential problems and initiate appropriate preventative action
Work well under deadlines and pressure
Able to work cooperatively and collaboratively with other team members
Exceptional interpersonal and customer service skills
Confidence in planning and directing meetings with clients and internal staff
Excellent communication skills including presenting, listening, written
Superior time management and priority setting practices
Must display tact and diplomacy, maturity, judgment, and creativity
Post secondary education or relevant experience and success in Customer Service operations account management environment
Must be team-oriented with the ability to accept responsibility and work with minimal supervision
Occasional travel is required
Occasional off-hour work to address incident and escalation issues may be required
Must have strong computer skills including Excel, Word, and PowerPoint skills
Some project management experience is an asset
Minimum College diploma.