Mgr, Customer Solutions

Principal Duties & Responsibilities

• Supports the development and execution of strategies to drive customer satisfaction, retention, and program performance.
• Manages day-to-day client relationships and service delivery to ensure alignment with service standards, best practices, and client requirements.
• Captures and coordinates initiatives to support customer loyalty and retention.
• Oversees the application of service standards, best practices, and client requirements, ensuring consistent service delivery and resolution of issues.
• Evaluates performance against objectives and identifies opportunities to improve customer satisfaction, program performance, and operational effectiveness.
• Identifies and addresses operational issues impacting assigned customers and business performance, ensuring timely and effective resolution.
• PARTNERS WITH SALES AND ACCOUNT TEAMS TO SUPPORT CLIENT NEEDS, IMPLEMENTATION ACTIVITIES, AND BUSINESS OBJECTIVES.
• SUPPORTS THE PLANNING AND IMPLEMENTATION OF POLICIES, OBJECTIVES, AND DEPARTMENTAL ACTIVITIES TO ENSURE SERVICE QUALITY AND CUSTOMER RETENTION.
• REVIEW NONSTANDARD CUSTOMER REQUESTS AND PROVIDES RECOMMENDATIONS, CONSIDERING CUSTOMER RELATIONSHIPS, COMPLIANCE REQUIREMENTS, AND BUSINESS OBJECTIVES.
• CONTRIBUTES TO THE DEVELOPMENT AND IMPLEMENTATION OF SOLUTIONS TO ADDRESS EVOLVING CUSTOMER AND BUSINESS NEEDS, INCLUDING PROCESS AND SYSTEM ENHANCEMENTS.
• PARTICIPATES IN PRE-SALE AND SALES ACTIVITIES, INCLUDING CLIENT DISCUSSIONS AND PROPOSAL SUPPORT, AS NEEDED.

Qualifications

• Knowledge of operational processes, service delivery models, and applicable business practices.
• Knowledge of regulatory, compliance, and industry requirements relevant to the function.
• Strong project management, leadership, and organizational development skills.
• Thorough understanding of market trends and competitive landscape, with the ability to apply insights to develop effective business solutions.
• Knowledge of products, systems, and tools, including the ability to apply technical expertise to support business operations.
• Strong written, verbal, and presentation skills.
• Bachelor’s Degree In a related field
• 6 or more years of job-related experience
• 4 years in a leadership, senior or supervisory capacity.