Manager, Client Services

Type: Full-Time

Perks Archway Offers:

• Health, dental, and vision benefits
• Life, AD&D, short and long-term disability insurance
• Generous paid time off (PTO)
• Recognition programs and service awards
• 401 (k)
• Employee assistance program, including identity theft protection and travel assistance
• Employee discount programs

The Client Services Manager is responsible for maintaining the client relationship for existing accounts.  In this role the Client Services Manager leads the development of account strategies by understanding the client business and partnering with internal shared services. The Client Services Manager must ensure strong executional delivery for day-to-day account management.

Key Responsibilities:

• Overall goals include attainment of the company and client business objectives; consistent and timely delivery of services; client relationship management; achievement of client satisfaction metrics; and development of deep client relationships at multiple levels.

• Execute defined tasks related to specific client requirements & ensure Client Services obligations & program specifications sold to the client are attained

• Ensure daily support needs are accounted for in the onboarding process.  In addition, kick-off 6-month post go live effectiveness check of rate card & SOW

• Manages weekly client status meetings

• Manage client health corrective actions with each department by coordinating discussions & communicating the plan of action in the weekly client health reporting

• Execute monthly financial assessments of each client, provide variance explanation to assigned FP&A

• Ensure all services are billed as defined by the SOW & rate card

• Facilitate Business Review content for clients by engaging Client Services Representative, Operations, Client Support & assigned Sales owner

• Identify new opportunities with clients and communicate effectively with Sales team and Line of Business leaders to drive additional profitable revenue growth

• Manage the workload between Client Services Manager & appropriately & ensure all Client Services Representatives understand their accountabilities & are actively executing their tasks to meet the Client Services expectations of the clients

• Work with direct report(s) through coaching and development, setting clear expectations, and recognizing and celebrating successes and behaviors

• All other duties as assigned

Qualifications:

• Bachelor’s or advanced degree, preferably in business, or equivalent work experience

• Minimum 4 years successful major account management and/or sales experience

• Ability to develop, maintain, and deepen relationships with senior level client contacts

• Track record of exceeding relationship management objectives

• Proven business acumen, judgment, and decision-making skills

• Ability to coach, mentor and support the personal development of employee(s)

• Ability to prioritize and manage multiple tasks with sensitive deadlines and changing environment

• Record of success as self-starter who can work independently and in a team environment

• Strategic thinker with analytical aptitude and ability to manage detailed project requirements

• Proficient in MS Office suite and ability to learn new systems

• Aptitude for interpreting contracts and legal documents

• Ability to travel independently up to 20% or as may be required

Archway is growing – grow with us, too.

 Archway is an organization that embraces a People First culture.  We hire the best and brightest talent to serve as partners to the most recognized brands in the world. We are looking for talent to join our unstoppable team! Archway is a collaborative environment that offers diverse and challenging opportunities; development and paths to leadership, competitive pay, work-from-home flexibility, and full benefits.

Archway is committed to building a diverse workforce by attracting, developing, and retaining employees. We believe that through having a diverse workforce, we will be employing the best talent and leveraging diverse and unique skills and perspectives.