Client Success Manager

60% EXECUTING/CONTROLLING:

Participates in client reviews evaluating progress toward client objectives; measures performance of implementations from all key perspectives.Interfaces with client contacts; handles escalations; ensures proper resources are allocated.Ensures performance indicators are tracked, documented and shared. Assists/trains the value of the solution, products and services. Financial oversight for client program implementations and contracts; Ensures review with all key stakeholders. Day-to-day client contact; oversees program enrollment/budgets; ensures accurate invoicing. Manages project/participant inquiries; identifies opportunities/improvements.Conducts client meetings; monitors the project status. Organizes the review of project performance to evaluate progress toward client objectives; ensures SLAs are tracked, documented and shared. Assists/trains on the value of the solution and troubleshooting issues.

20%COMMUNICATION: Fields escalated stakeholder inquiries, resolves issues, and is main point of escalation for project issues.Ensures the initiation and leadership of internal and client team meetings with applicable project team members. Develops materials for senior MMS leadership including overall Client implementation health, satisfaction, and financials.Provide guidance to clients, fields requests, and ensures the services provided and suggested are within contract scope. Fields escalated participant inquiries, resolves issues, interacts with award customer service, and is main point of contact for day-to-day operational support.

20% OPERATIONAL PLANNING: Maintains thorough client support documentation to ensure Maritz contract and policy compliance. Ensures project operations procedures are in place. Participates in the transition activities from client launch to operations support.

Qualifications

• At least three to seven years of client service & interaction / operations management experience or consultative work required.

• Bachelor's degree and/or equivalent work experience required.

• Proven strength with web based technology, ability to learn quickly and to troubleshoot independently.

• Solid oral and written communication skills.

• Proven ability to manage competing priorities and set client expectations on a daily basis.

• Able to travel to client meetings as required up to 20%.

• Knowledge of Office automation products and service level management software/business applications preferred.

• Proven ability to adapt to changing business conditions and take initiative.

Disclaimer

This job description is designed to indicate the general nature and level of work performed by associates within this classification. It is not designed to confirm or be interpreted as a comprehensive summary of all duties, responsibilities and qualifications required of associates assigned to this job.

Maritz offers a comprehensive benefits package for full-time employees including medical, dental, vision, life insurance, disability, 401k, tuition reimbursement, paid time off, and more! Part-time employees may qualify for medical, 401k, and paid time off depending on total hours worked. View all details at .

Maritz will only employ applicants who have authorization to work permanently in the U.S. This is not a position for which sponsorship will be provided. Those who need sponsorship for work authorization now or in the future are not eligible for hire. No calls or agencies please.

Maritz is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to sex, race, color, religion, national origin, age, marital status, political affiliation, sexual orientation, gender identity, genetic information, disability or protected veteran status. We are committed to providing a workplace free of any discrimination or harassment. If you have a disability and are having difficulty accessing or using this website to apply for a position, you can request help by calling 1-636-827-0335 or by sending an email to .