Client Services Manager

Oversee client portfolio of assigned customers, developing strong relationships to retain and grow existing clients. Essentially, the CSM is accountable for accounts’ well-being by working collaboratively with clients and providers to meet contractual service level agreements (SLA), key performance metrics (KPI) and operational objectives.

• Must work onsite

Job Expectations

• Client Services Support: Attain a detailed understanding of how each client account is managed from an operational perspective including client agreements, requirements, SLAs and KPIs. Manage existing clients and provider relationships serving as primary point of contact, understanding, and addressing their needs in a timely manner.
• Management Support: Build and support the relationship with Akorbi providers, and internal departments. Collaborates with other departments within Akorbi and provider operations to establish goals, contribute ideas to improve processes and procedures with the objective of cultivating, growing, and retaining existing clients. Provides support to management members and divisions as needed. Provides onsite support as needed.
• Invoicing: Manage and audit the invoicing data including provider and client reports summarizing monthly financial activity per client and provider. Provides and approves for processing all invoices by the 5th of every month. Maintains record of monthly provider and client financial reports. Collaborates with internal accounting department, provider, and clients to resolve issues related to invoicing.
• Reporting and Data Analytics: Elaborates, monitors, and audits operational data including performance reports summarizing the information and identifying trends based on activity and as needed. Develops the appropriate operational goals by identifying and addressing the production challenges to meet both client and organizational objectives.
• Meetings: Actively maintains client and provider relationships by consistently scheduling and maintaining weekly meetings and follow ups related to service level agreements (SLAs) and key performance metrics (KPIs) related to client programs. Meets regularly with the Akorbi Operations Team to review the program trends, operational concerns, progress and discuss effective solutions. Participates in several meetings related to prospective clients and provider meetings based on business needs and opportunities.
• Project Management Implementation and Onboarding: Elaborates and manages the implementation strategies, processes, procedures, and compliance requirements to onboard new projects, and clients within Akorbi. Responsible for communicating implementation expectations in detail to providers and/or clients cascading goals and objectives to achieve contractual commitments for all parties.
• Communication and Escalations: Communicates program status and milestones based on operational activity. Escalates and collaborates to address unexpected challenges or difficulties in a timely manner. Reports to the Akorbi key events that might impact client or provider relationships. Communicates professionally with clients and staff members. Answers to e-mails promptly using proper grammar and e-mail etiquette.
• Client program growth: Provide existing clients with additional services solutions based on the observed needs to increase the company’s revenue.
• Motivation: Reflects a positive approach through actions and words, towards company initiatives. Creates a strong sense of job satisfaction by communicating and supporting performance excellence

QUALIFICATIONS AND EDUCATION REQUIREMENTS

• Minimum education and experience:
• High school degree is a must
• Bachelor’s degree or the equivalent in related experience
• Motivated self-started
• Call Center operations experience is a must PREFERRED SKILLS
• Native English and C1 Spanish
• Good grammar and oral communication.
• Advanced knowledge on Microsoft Office.
• Excellent interpersonal skills.
• Good organizational and time management skills.
• Good listening skills.
• Ability to work as a team member.
• Works well under pressure

Akorbi