Client Performance Manager III (1)

Job Description

PRIMARY DUTIES AND RESPONSIBILITIES:
• Manages client performance and retention through robust ongoing client engagement in support of Central Dispatch
• Assesses client account opportunities and risks…
• Works cross-functionally to coordinate planned client engagement activity and ensure delivery of agreed-upon services and solutions
• Strives to minimize churn from assigned client relationships and encourage increased adoption of new capabilities and services
• Generates additional business / revenue by harvesting existing accounts for expansion and product upsells.
• Identifies and recommends Client Performance Account Management best practices and supports continuous improvement across the function
• Contribute to customer satisfaction by consistently meeting and/or exceeding expectations and commitments by providing a high level of customer service to both internal and external customers; by solving customer problems quickly and effectively.
• Work directly, professionally and collaboratively with Clients, internal teams (Product, Implementation, Operations, etc.), and other cross-functional teams as required to meet client needs.
• Maintain expected level of client engagement on a monthly basis in an effort to drive product utilization, performance, and minimize potential client churn risk.
• Perform other duties as assigned or needed
MINIMUM QUALIFICATIONS:
• Bachelor’s degree in a related discipline and 5+ years’ experience in a related field. The right candidate could also have a different combination, such as a master’s degree and up to 2 years’ experience; or 9 years’ experience in a related field
• Requires strong knowledge of MS office tools and effective communication skills: written, verbal and presentation
• Exceptional client relationship, account management, experience
• Excellent time management, organization, and task prioritization skills
• Willing and able to travel as needed and required (up to 50% day or overnight trips)
• Valid Driver’s License

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