Client Manager in Remote at Aldridge Pite LLP

POSITION SUMMARY:

The Client Manager is responsible for maintaining and enhancing relationships with clients and ensuring client satisfaction through periodic client meetings and discussions, monitoring of client systems, and driving productivity of work for assigned client. This dialog should cover service levels, plan utilization, client retention and performance.

This position should also proactively manage and seek opportunities with clients to determine strategies to manage the client portfolio, including client SLAs and scorecards. Additionally, this position should work closely with operations staff, and may provide training within the firm on client specific directives. The ideal candidate will possess strong verbal and written communications skills, along with a solid knowledge of the industry. This is a fully remote position, and therefore requires a self-starter. The Client Manager is a professional level position that requires the ability to work both independently and as part of a team.

MINIMUM QUALIFICATIONS:

3-5 years Default industry knowledge requiredBachelor's Degree Required or 7+ years in defaultProficiency in Microsoft Excel, PowerPoint, and WordHighly organized with strong attention paid to detail and accuracyExcellent written and verbal communication skillsStrong team player and able to work effectively in a team environmentSelf-starter with exceptional ability to identify and solve problemsAble to adjust to the rapid pace of the Department and meet deadlines without sacrificing qualityAble to occasionally work evenings or weekends in order to complete objectivesAbility to travel occasionally as position requires (no more than once a quarter)Exceptional customer service skillsProven excellence in building and maintaining relationshipsStrong commitment to quality standardsProven prioritization and organizational skillsAbility to work on multiple tasks simultaneouslyAbility to quickly react to change in a positive and productive mannerAbility to handle all essential tasks that are assigned Ability to lead and deliver an excellent service to clients

ESSENTIAL DUTIES / PRIMARY RESPONSIBILITIES:

(This list is not exhaustive and may be supplemented as needed)

Drive action plans around underperforming client portfoliosServe as an escalation contact and ensures client issues are addressed by the appropriate teamsEnsure clients are aware of any change related processes and procedures including operational changesPartner with internal teams to facilitate timely resolution of issues or problems presented by clients and complianceManage client expectationsSolicit client feedback on firm’s performanceStrategically focused and responsible for client satisfaction, maintaining client communication and the overall management of the client relationshipWorks to maintain and grow the client relationship while ensuring ongoing customer serviceDrive more volume in new states and existing statesBuild relationships with liaisons at clientsMaintain appropriate escalation contacts at clientBuild knowledge and understanding around default portfolios in multiple states Know and understand client’s scorecard and metrics/SLAs inside and outKnow and understand client directives or best practices inside and outKeep abreast of assigned client audits and findingsManage client’s volume trends, market share and performanceAttend all assigned client calls and assist in management of callsPartner with operations to ensure that client feedback is communicated to appropriate department and push operations managers to meet client SLAsWeekly or monthly check in calls with client – one on one