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POSITION SUMMARY:
The Client Success Manager will be responsible for the overall well-being of dedicated clients and team members. The Client Success Manager must ensure the company is performing at its highest potential with oversite on the amount of work needing to be completed on each account. The Client Success Manager must assure high levels of productivity and efficiency while seeking to reduce costs. The Success Manager must communicate client and team member needs effectively and timely to achieve company goals. The Success Manager must understand staffing requirements and training needs of each client and team member they manage. The Customer Success Manager must be able to analyze data and communicate findings.
DUTIES & RESPONSIBILITIES:
Work as the lead point of contract for all matters specific to a client account
Manage a team of Account Managers and AR Specialists with emphasis on:
Collector efficiency
Invoice Touches
PTO Requests
New employee and annual reviews
Corrective Action Plans
Maintain and build strong, long-lasting relationships
Assist with challenging client requests or issues escalations as needed
Identify new business opportunities with existing clients
Solicit employee feedback and respond timely
Identify and address problems and opportunities for the company
Achieve and maintain standard levels of service
AR over 90 Write offs Collections >90%
Ensure client work is completed on time
Determine company needs and connect departments or groups to work together to solve problems
Collaborates with executive leadership for onboarding of new clients and projects for existing
Collaborates with team members to ensure seamless business execution, reinforce positive moral, and uphold company values
Consult with trainers, other managers, and executive leadership
Pro-actively solves problems and provides timely resolution to ensure minimal impact on the company and its client
Work on multiple projects simultaneously and adapt to changing priorities
Meet multiple project deadlines while maintaining accuracy and attention to detail
Display commitment to quality service through appropriate follow through, urgency and persistence
Help promote a company culture that encourages top performance and high morale
Performs other duties as assigned
QUALIFICATIONS & EXPERIENCE:
Proven work experience as a Senior AR Specialist, Account Manager or other lead role
Demonstrate the ability to communicate, present and influence leadership at all levels of an organization, including executive level
Experience delivering client-focused solutions to customer needs
Proficient computer skills, Microsoft Office Suite (Word, PowerPoint, Outlook, and Excel), Claims, Clarity and Smartsheet
Strict adherence to company philosophy/mission statement/vision and goals
Excellent interpersonal skills and communication with all levels of management and employees
Critical thinker who can analyze situations and make decisions that support company goals and help to solve problems
Strong verbal skills with a mix between soft and hard skills
Strong motivational and listening skills
Strong written communication skills
Strong project management skills with the ability to help coordinate multiple projects
Organized and able to create multiple timelines and schedules
Able to multitask, prioritize, and manage time efficiently
Able to analyze problems and strategize for better solutions
PHYSICAL EFFORT:
Work time will be spent sitting approximately 95% of the time, standing and walking approximately 5% of work time. PC Keyboarding will constitute approximately 80% of work time. May require some travel.
ACU-Serve is an equal opportunity employer and is committed to providing a workplace that is free of discrimination of all types and promotes diversity, inclusion, and respect. We prohibit discrimination and harassment of any kind based on race, color, sex, gender, religion, creed, sexual orientation, national origin, age, disability, genetic information, pregnancy, veteran status, or any other protected characteristic as outlined by federal, state, or local laws. This policy applies to all employment practices within our organization. ACU-Serve makes hiring decisions based solely on qualifications, merit, and business needs at the time.
