HTC Global Services

Job Title: Customer Relationship Management Manager

Location: Troy, MI – ONSITE

Length: Long Term

About HTC Global Services:

Shaping careers since 1990 – our long-tenured employees testify to the work culture. Join our global employee base of 12,000 and help us bring human expertise to tech to deliver purposeful solutions that amplify value.

Job Overview:

If you are a proactive problem-solver and have a history of success in either Sales/Account Management, Inbound Call Center/Tech Support Quality Performance or Management we would love to hear from you today!

The Manager, Client Relations is responsible for the day-to-day guidance and leadership of the client relations team and manages multiple client relationships; on and/or off-site management of the partner relationship between IT Service Desk and multiple clients. You will be part of a team responsible for maximizing client satisfaction and the achievement of performance metrics, SLA’s for your accounts. Your day-to-day achievements will help support client retention and renewals and assist with client relationships to ensure satisfaction and resolving performance issues related to an inbound KPI driven call center. This individual will oversee service contracts and will be responsible for establishing a relationship with HTC and client IT staff and Hospital Management to ensure HTC’s Service Desk is providing excellent customer service and meeting contractual SLA’s.

Responsibilities:

• Manage a team of Client Relationship Managers by promoting and sharing best practices, maintaining standards of operations and promoting process improvement related to reporting solutions and mentoring client relations team.
• Responsible for the day-to-day oversight of internal/external client relations functions.
• Monitor the overall delivery of the service engagement and resolve any concerns by acting as a point of contact for escalations.
• Analyze workload requirements, monitor schedules, and ensure that all requirements are met in a timely and accurate manner.
• Ensures submission of proper timekeeping such as processing payroll, reviewing and approving time off requests, maintaining proper staffing levels and ensuring proper time-keeping practices are adhered to in accordance with HTC policies and procedures.
• Oversees account quality and operational performance, ensuring deadline adherence, reaction to industry trends and ensuring plan execution maps align with client objectives.
• Demonstrates an ability to develop internal and client correspondence, communication plans, and new business proposals.
• Ensures performance expectations through coaching, career development planning and goal setting that is reviewed regularly, including during the performance review process for all direct reports.
• Provides excellent customer service by being attentive, respectful and responsive.
• Develops strategy for the retention and growth of the existing client base while ensuring that the account management team delivers cost-efficient, quality service.
• May be individually responsible for managing key accounts.
• Deliver a data driven approach to driving success measures based on client contractual SLAs and industry best practice.
• Work closely with internal departments and develop a collaborative relationship to ensure timely resolution of client inquiries and improvement of service levels.
• Coordinate and supervise daily / weekly / monthly activities of team members.
• Demonstrates good planning and organizational skills necessary to achieve business goals.
• Engage in Voice of the Customer activities to build and maintain strong relationships with existing clients.
• Develop and maintain documented departmental processes.
• Participate in activities such as client events and conferences to help promote the business.
• Implement strategies to ensure client retention.
• Provide feedback to company stakeholders on client needs and preferences.
• Analyze client data and trends to identify areas for improvement.

Knowledge, Skills and Abilities:

• Knowledge of Help Desk/Call Center environments.
• Excellent people skills to influence, understand and drive results.
• Passion for world class customer service with the ability to become the client’s best advocate ensuring continual improvement and increased customer satisfaction to ensure continued renewals
• Strong analytical skills and demonstrated ability to effectively analyze data to identify trends and performance results.
• Ability to manage large projects, teams, on multiple sizable accounts.
• Demonstrated ability to deliver timely, accurate work product and demonstrate good follow up and follow through.
• Must be able to function well with pressure, make decisions quickly and manage confidential information.
• Ability to manage to timelines, stay organized and follow Project Management best practices is highly desired.
• Prior Management/Leadership Skills.
• Knowledge of Healthcare Operations is a big plus.

Job Requirements:

• Experience in Call Center Management, Sales, Account Management or Customer Service within the Healthcare sector or other related experience.
• Bachelor’s degree in business or computer science is preferred but not required.
• Proficiency with MS Office software skills (Word, Excel, PowerPoint, Outlook).

Benefits:

HTC’s competitive package includes besides compensation Health, Dental, Vision, Disability coverage, both short and long term, Life Insurance, Flexible Spending, 401k, and Paid Vacation.

Move ahead:

Our success as a company is built on practicing inclusion and embracing diversity. HTC Global Services is committed to providing a work environment free from discrimination and harassment, where all employees are treated with respect and dignity. Together work to create and maintain an environment where everyone feels valued, included, and respected. At HTC Global Services, our differences are embraced and celebrated. HTC is an Equal Opportunity Employer. We respect and seek to empower each individual and support our workforce’s diverse cultures, perspectives, skills, and experiences. HTC is proud to be recognized as a National Minority Supplier and an equal opportunity employer of protected veterans.

HTC Global Services