We are seeking a highly motivated and experienced Client Services Manager to join our team. As a Client Services Manager, you will be responsible for ensuring the satisfaction and success of our clients. You will work closely with our sales, marketing, and account management teams to deliver exceptional service and build strong client relationships.
Reporting To: Chief Service Delivery Officer (CSDO)
Job Purpose: Lead the client services team across the ANAB region to ensure customer on-boarding, customer renewals and billed days meet the targets set.
INDUS1
Accountabilities:
Planning and Co-ordination
o Ensure effective coordination across the audit, compliance and client service teams to optimise the utilisation of resources, meet renewals targets and ensure that billed days targets are met
o Provide input to the resource planning process to ensure that the company has sufficient competent Auditor and client service resource to deliver the annual and rolling quarterly budget
o Develop and implement improvements to the renewals and booking processes and how client enquiries are handled to meet the evolving needs of the business and its clients
o Implement, maintain and ensure consistent use of operational business systems to ensure the optimal use of resources
o Anticipate challenges and make contingent plans to ensure that objectives are met
Resourcing
o Maintain a clear understanding of the audit capability within the team and how that aligns with our budget requirements
o Work with the CSDO to highlight where additional capacity and different capabilities are required in the Field teams to deliver the plan
o Ensure appropriate resourcing levels in the Client Services team
o Provide role modelling, coaching and development for the Client Services team as required
o Work with the CSDO on the development & implementation of performance metrics
Delivery
o Create a positive, can-do environment in which the Client Services teams can operate effectively and meet their individual and collective objectives
o Ensure the effective deployment and use of both Client Services and Field resources to meet specified objectives and business results within the plan
o Ensure the successful roll-out of system to new and existing clients
o Motivate, support and coach to help individuals and the Client Services team meet their objective
o Coordinate effectively with the CSDO to drive optimal delivery efficiency and manage risk
Reporting
o Ensure that periodic operational reports are provided accurately, consistently and on time [To be developed with the CSDO]
o Identify and communicate clearly the implications from periodic reporting to all appropriate stakeholders indicating any action required
Success criteria
- Achieving the annual and rolling quarterly operational objectives to drive the targeted level of renewals and billed days
- Effective response to plan changes
Context
The Client Services Manager is accountable through the business cycle for:
- Ensuring that the renewals and bookings processes and systems drive delivery of renewals and billed days targets
- Working with key internal stakeholders to meet customer and Amtivo delivery expectations
- Providing input to, developing and implementing the renewals and bookings processes and systems that are required to manage the business
- Reacting to plan changes
Given the need to guide the team and take escalations/make operational decisions throughout office hours, the role is a full-time, 5 days a week role
Competencies
High level behavioural indicators
- Highly motivated to deliver results – tenacious and resilient. Follows through and holds others accountable
- Approachable, supports and inspires confidence in the Client Services and Field teams
- High levels of integrity and professionalism when dealing with all team members
- Has passion for what we do and communicates that openly to others internally and externally
- Collaborates freely across the organisation, breaking down barriers, and encouraging effective team working
- Role models appropriate behaviour, coaches others and encourages an open and honest dialogue about individual and team capability
This position is based in Denver, Colorado and will be OFFICE BASED
INDUS1
Job Type: Full-time
Pay: $80,000.00 - $100,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Employee discount
- Health insurance
- Life insurance
- Paid time off
Work Location: In person
Job Type: Full-time
Pay: $90,000.00 - $100,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Life insurance
- Paid time off
- Paid training
Schedule:
Experience:
- Management: 5 years (Required)
- Sales: 2 years (Required)
- Client services: 5 years (Required)
- Account management: 5 years (Required)
Ability to Commute:
- Arvada, CO 80003 (Preferred)
Ability to Relocate:
- Arvada, CO 80003: Relocate before starting work (Preferred)
Willingness to travel:
Work Location: In person