Client Services Representative

• Delegate, support and provide guidance to colleagues in Senior CSC and CSC roles
• Pull data from 3-D and other Navi-tools to deliver facts-based presentations (including Strategic Business Plans, VALUE Summaries, and Performance Standard reports) to clients.
• Work closely with Clinical Account Executive on data, strategy, and the Navitus team approach to all meetings
• Ensure immediate Client Services team has a plan to mediate any unmet PGs moving forward; Client Services should always have a debrief with an internal department which has failed to meet a PG
• Client Services Executive should be able to perform both basic training and specialized training on client-facing platforms, as long as the client has placed this request ahead of time
• Facilitate resolution of escalated member/Client issues requests
• Manage Clients Contract maintenance and performance
• Travel to Client sites
• Provide mentoring to the coordinator levels
• Other duties as assigned

Client Services Executive

• Support/back up the CSE, Senior CSC and CSC responsibilities
• Create and present data for Strategic Business Plans, VALUE Summaries, and Performance Standard reports
• Investigate/follow-up if Performance Guarantees are not met and present those results to their assigned clients
• Conduct Client training (Client Portal Site, Navi-Claim, etc.)
• Assist with escalated member/Client issues requests
• Identify and present Client opportunities to improve costs, service and health
• Contract maintenance and performance
• Lead or support internal department and corporate projects
• Travel to Client sites
• Provide mentoring to the coordinator levels and CSEs
• Other duties as assigned

Senior Client Services Executive

• Be the key contact in servicing, educating, tracking, trending, and resolving day to day operational issues for family office clients
• Support the tactical and strategic service needs of institutional customers both individually and as a member of a Relationship Management team
• Focus on client satisfaction with specific attention to client service and relationship management
• Proactively manage client issues and resolve problems in a timely and accurate manner

Client Service Manager II – Wealth Client Experience

• Responsible for overall management of assigned projects on specific accounts including coordination of digital and interactive content, working with content experts to validate scientific accuracy, achieving project goals, and timelines
• Prepare and deliver client presentations in a manner that effectively showcases the featured content as directed by client, internal departments, and Key Opinion Leaders (KOLs)
• Drive long-term planning of assigned accounts including timelines, quality assurance, SOP creation and adherence, and budget monitoring
• Monitor project to guarantee adherence and pull-through of client strategy
• Supervise and train junior staff members, as applicable, by creating a positive work environment, fostering a team approach, manage training and development, and oversee project progress
• Manage and attend relevant internal meetings, as assigned
• Contribute to enhanced customer service through timeliness and quality of communications and deliverables, including thorough hand-offs to internal project teams
• Adhere to all standard operating procedures (SOP’s) and drive internal project team adherence to PIT Crew, Basecamp, CCR, Good to Go, and Weekly client update meetings SOPs
• Develop and maintain working knowledge of managed products and disease areas
• Develop and assist with preparation of client pitches, presentations, and metrics
• Manage faculty recruitment, engagement, and relationships on behalf of clients
• Maintain regular contact with client to ensure expectations are met
• Plan, schedule, organize team members, and prepare client update agendas and summaries to facilitate and lead client update meetings
• Synthesize client feedback for implementation by project team members
• Collaborate with internal project team members and departments including Scientific Services, Interactive/Graphics, and Marketing to ensure client expectations are being met
• Track and report on all opportunities, key milestones, support requirements, etc.
• Establish meaningful, professional relationships with various client stakeholders, including gaining understanding of their individual roles, communication preferences, personal motivators, and the desired outcomes for the brand and for the team
• Ensure Simpson’s brand is properly represented and promoted throughout client interactions, communications, and deliverables
• Promote and deliver service levels which are sustainable and allow for efficient delivery of a quality product
• Provide data, decisions and delivery of services in support of client, project and community success

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