Client Services Representative

• Responsible for high-level relationship management and support for multiple products for assigned clients that are strategic to the enterprise.
• Promotes a productive and positive relationship with clients and serves as an escalation point for resolving the most difficult client issues.
• Determines and executes the strategic direction of the Client Support team to ensure maximum client satisfaction.
• Make decisions regarding personnel actions and activities and has profit and loss responsibilities.
• Serves as the primary management contact and client liaison for production related topics, whether it is an IT solution or a business process solution and regardless of the client's geographic location.
• Maintains contact with clients at an executive level, focusing on the strategic nature of the relationship.
• Represents the enterprise to the client and the client to the enterprise.
• Works to maintain and grow the client relationship while ensuring ongoing customer service.
• Leads teams of professional consultants Client Support teams who provide business, technical, and operational support to the strategic client.
• Selects, develops, and evaluates personnel to ensure the efficient operation of the function.
• Identifies areas where continuous improvement can be applied, implements the change, and measures the level of improvement.
• Monitors operations to ensure adherence to service level standards and company/department policies and procedures.
• Acts as an escalation point for resolving the most difficult customer questions and issues.
• Ability to explain technical issues to non-technical stakeholders.
• Collaborates cross-functionally with internal teams.
• Communicates with clients, vendors, and other departments to ensure quality service, support, and client satisfaction.
• Provides coaching and mentoring to other members of Client Support.
• Responsible for tracking and reporting on client satisfaction objectives and goals (i.e., direct client feedback or feedback through surveys).

Client Support Supervisor

Client Services Manager

Client Services Coordinator II

Client Services Associate

Client Services Specialist