Description

• Operational Management:
  • Create and track operational requests through to resolution.
  • Oversee program intake processes for new and existing clients.
  • Manage technology requests, including technical services and application support.
  • Deliver regular operational reporting (ad-hoc, automated, and dashboarding).
    • Client health dashboarding.
    • Hold/Decline statistics dashboard.
    • Operations performance review.
    • Executive business review
    • Monitor program metrics and performance with analysis
  • Handle marketing requests and provide VIP/client support, including training and follow-up.
  • Ensure comprehensive customer care through training and operational reporting.
  • Support implementations, including training and follow-up.
  • Manage risk and compliance tasks, ensuring all processes are followed.
• Collaboration:
  • Participate in client integrations, including data feeds, APIs, and SFTP sites.
  • Collaborate with internal teams to champion client programs and advocate for client enhancement requests.
  • Maintain weekly or bi-weekly meetings with internal teams and monthly meetings with Account Managers.
  • Collaborate with Account Manager team on potential growth opportunities
  • Support the Customer Care team with training and collaboration, maintaining a regular training cadence.
  • Collaborate with sales for support and reporting on client needs.
• Client Engagement:
  • Develop and maintain regular operational touchpoints with clients to deliver key performance metrics.
  • Schedule and conduct program performance reviews quarterly or semi-annually as per client requirements.
  • Maintain knowledge of current industry trends by collaborating with other internal teams and provide clients with industry best practices.
  • Advise clients on major process changes and the associated benefits and how to best leverage the 360 technology.
• Training and Documentation:
  • Develop, implement, and maintain internal and external training materials and user guides.
  • Manage handoff documentation and maintain business requirement documentation and SOWs.
  • Maintain internal client SharePoint folders and internal Confluence pages.
  • Data Analysis and Reporting:
  • Track lessons learned throughout programs and provide relevant reporting to stakeholders, including providing supporting data analysis for Executive Business Reviews
  • Analyze and recommend changes based on lessons learned for future programs.
  • Maintain a weekly operational reporting dashboard focused on key health metrics.
  • Monitor SLAs and review operational reports to proactively address client issues.
  • Highlight program trends and areas for improvement, presenting findings to client stakeholders.
  • Conduct end-of-program summary reporting and review program for improvement recommendations.
• Escalation Management:
  • Provide operational oversight for client escalations and necessary data.
  • Collaborate with internal teams on operational data for escalations.
  • Implement root cause analyses for major escalations, leading resolutions and communicating with stakeholders regularly.

• 3-5 years of experience in account management and/or operational roles.
• Excellent client service skills and a professional demeanor.
• Strong project management, consulting, risk management, and issue resolution skills.
• Proficient conflict management abilities.
• Strong written and verbal communication skills.
• Excellent presentation skills, comfortable with data analysis and presentations to senior client and external stakeholders.
• Strong project leadership skills with an ability to train and coach effectively.
• Familiarity with ticket management systems.
• Ability to work independently and collaboratively in a fast-paced environment.