Become A Client Services Manager

* Serves as primary point of contact for all assigned practices who are currently using practice-facing commercialized products (for example
* ClinIQ Analytics, SON Dashboard, etc.) to address their questions and issues and to provide ongoing training.
* Project manages implementation of practice-facing commercialized products across internal teams and practices.
* Acts as the key internal contact in support of practice-facing commercialized products.
* Responsible for clearly communicating practice needs and coordinating feedback related to products and/or application issues to Product Manager.
* Validates data to ensure the accuracy and quality before product launch to practice.
* Populates Salesforce with key information related to the setup and launch of new practices.
* Actively contributes to the thought leadership of the team by sharing industry insights, competitive information, and analytics to the cross-team membership
* Partner with Sales/Account Manager in client meetings as the subject matter expert.
* Performs related duties as assigned

* Serve as key point of contact for assigned Enterprise client(s)
* Act as the Client subject matter expert during launch
* Post-launch, coordinate / project manage services and ensure delivery per contract
* Project management of clients’ specific requests (change management request tickets and support tickets)
* Contract administration (T&E authorizations, work orders, etc.)
* Identify needs and growth opportunities
* Provide generalist technical support to client(s)
* Basic configuration of variables and program level settings
* One-on-one training and user support for Agent interface, Administrative interface, and Portal reporting
* Manage performance of the program
* Develop actionable plans to balance client’s short/long range goals
* Oversee metric-based success measurement
* Manage and report on overall financial success of the program
* Recurring client performance reporting (weekly, monthly, quarterly)
* If applicable, review agent performance and provide goals or set incentives as needed
* Ensure internal processes are understood and followed to enable client satisfaction, retention, growth, and profitability
* Limited travel to client sites to manage client relationship and deliver performance results

* Ensures customer expectations are met and resolves customer issues in a timely, effective, and professional manner.
* Service Agreement planning and customer shutdown management for the execution of contracted scope.
* Identifies adds, upgrades, and escalations to assigned service contracts and to meet customer needs and improve system efficiency.
* Develops account strategies and sells independently or in a team environment.
* Leads quality assurance activities and may lead renewals on assigned accounts.
* Ensures project or agreement profitability through achieving plan gross margin levels, billing and collections, and effective cost containment procedures.
* Skilled at managing all internal accounting and revenue recognition systems and assists with revenue and staffing forecasting activities.
* Reviews all labor related project estimates prior to customer proposal and booking.
* May be required to assist in pricing decisions

* Create and manage a sales plan using all relevant data (renewals, new product funnel, potential upgrades and end-of-support situations) and then map this data to an agreed market development strategy based on company priorities.
* Maintain and develop existing and new customers through appropriate propositions and ethical sales methods, and relevant internal liaison, to optimize quality of service, business growth, and customer and satisfaction.
* Plan/carry out/support local marketing activities to agreed budgets and timescales, and integrate sales efforts with other organized marketing activities, eg.,product/service launches, promotions, advertising, exhibitions and tradeshows.
* Respond to and follow up sales enquiries using appropriate methods.
* Monitor and report on market and competitor activities and provide relevant reports and information.
* Record, analyze, report and administer according to systems and requirements.
* Communicate, liaise, and negotiate internally and externally using appropriate methods to facilitate the development of profitable business and sustainable relationships.
* Attend and present at external customer meetings and internal meetings with other company functions necessary to perform duties and aid business development.
* Follow standardized and optimized sales processes, e.g., renewals process.
* Attend training to develop relevant knowledge, techniques and skills.
* Who You Are
* Developing the Pipeline: Applying knowledge of sales trends, market drivers, and key customer issues and opportunities to do strategic account planning; establishing, prioritizing, executing, and monitoring a course of action to accomplish broad territory objectives and sales strategies; using knowledge to identify and cultivate future sales opportunities to build a strong pipeline.
* You will Build Influential Relationships: Working collaboratively with customers, channel partners, and account team members to meet business goals and objectives; using appropriate communication methods to influence others and establish relationships.
* You are Customer Focused: Supporting customers during the sales process; seeking and taking appropriate actions on customer requirements while balancing business needs; resolving difficult issues in a timely and professional manner; taking responsibility for customer satisfaction and loyalty

* The Client Services Manager will anticipate and respond to day-to-day client requests.
* Work with clients on program planning.
* Write and review client deliverables, including but not limited to program reports, memos, contracts, and change orders.
* Lead routine client meetings and participate in other client meetings (via teleconference and in-person) and sales force training programs as appropriate
* Collaborate with internal functional groups (Operations, RSG consultants, IT, Finance, BP&S, among others) to effectively manage client programs.
* Communicate client needs to appropriate staff.
* Identify and escalate issues as appropriate.
* Understand and communicate contracted program performance metrics, including Service Level Agreements (SLAs) or Key Performance Indicators (KPIs), client expectations and goals to the operations team.
* Coordinate with operations management to develop program-specific plans to achieve metrics by making recommendations.
* Monitor program adherence to the contract.
* Participate in training operations staff on client expectations (voice of the client) in program design, day-to-day operations and changes in program scope.
* Provide regular feedback to operations staff, supervisors and directors regarding training needs or other operational changes.
* Understand program processes and support the development of program specific procedures (PSPs).
* Understand program database to support client needs.
* Manage programs for profitability.
* Review program budgets, proformas, and prepare client invoices.
* Monitor program volume to adjust internal revenue forecasts and communicate changes to appropriate parties.
* Collaborate with CMA clients to monitor volume trends and track program budgets.
* Work internally with the operations team to identify and implement process improvements to resolve budget issues, maintain appropriate contribution margins (CMs) and drive efficiency.
* Support new program launches and initiatives.
* Participate in account review/strategic planning exercises with the account director and executive sponsor.
* Collaborate with Sales & Marketing to drive sales and grow revenue by identifying new business opportunities based on CMA services.
* Develop change orders and proposals and participate in tasks related to new business opportunities (RFP responses and sales pitches).
* Provide leadership in CMA initiatives