Strategic Client Success Manager

Responsibilities

Develop and implement efficient administrative systems and processes to streamline day-to-day operations; Ensure accurate and timely documentation of all administrative activities and maintain comprehensive records; Implement and monitor best practices for document management, data accuracy, and information security; Open, check, report, and help resolve IT/SNOW (or similar incident management system) problem tickets to meet customer needs and/or concerns; Report out updates, issues/concerns, and ongoing Voice of the Customer projects to the Service Enablement Leader and/or Department; Design and execute comprehensive strategies to enhance overall customer experience and satisfaction; Conduct regular analyses of customer feedback, service metrics, and performance data to identify trends and areas for improvement; Collaborate with various departments to develop and implement initiatives that address customer needs and expectations; Create and help maintain a customer-centric culture across the organization; Address and resolve complex customer issues and complaints with empathy and efficiency; Assist the Client Implementation Team with handover from implementation to Operations and Maintenance phase of contracts and attend all Client Implementation meetings for assigned customers; Serve as Primary Point of Contact for customers during the Operations and Maintenance phase of contracts; Ensure adherence to business rules and ongoing delivery of all contract requirements and service levels; Serve as primary point of contact for internal and external stakeholders; Meet and exceed Annual Operating Plan (AOP) revenue and margin targets for assigned customers; Prepare and review reports, presentations, and other materials for executive and departmental meetings; Assist in strategic planning and decision-making for assigned customers; Facilitate regular customer interaction with Sales and Product Teams; Prepare and submit client change requests to Product Intake and/or BRQ team; Oversee and optimize daily operational processes; Assist with quality, accuracy and compliance audits; Oversee the invoicing process, including preparation, review and approval of invoices; Ensure renewal of assigned contracts, including timely exercise of contract option years and assisting the Global Bid Team; Provide support for court and administrative hearings as required; Stay updated on changes to applicable laws and regulations impacting assigned customers; Collaborate with departments to streamline workflows, improve communication, and resolve operational challenges

Requirements

Bachelor's degree in business administration, Management, or a related field; Extensive experience in program management, executive administration, or a similar role, with a proven track record of success; Strong background in enhancing customer experience and driving operational improvements; Exceptional organizational, communication, and problem-solving skills; Working knowledge of Microsoft Office (Excel, Word, PowerBI); Willingness to travel to client locations as required (including overnight stays if necessary); Required to pass a NLETS background check