The Supervisor, Client Services provides support to the Regional VP, Regional Manager, Area Manager and District Manager of the partnered region in the management and development of relationships. Partnerships include: dealer groups, vendors and internal field clients. This role supports the client retention and overall profit through excellent customer service to the responsible region.

Responsibilities:

• Support field partners by quickly and effectively managing the needs of the clients in the area
• Support field partners by providing requested reports specific to the area that positively impact the business
• Manage associated projects for area and clients impacted
• Accountability for all client and field employee needs to support the retention and growth of the business
• This individual is the primary and follow up contact for the field leaders within their assigned region
• Serve as a liaison between Operations and Regional Field Agents
• Maintain positive relationships with dealer groups
• Establish and maintain relationships with vendors
• Partner with the Client Support partners as needed to meet deliverables.
• Proactively check for and address issues and serve as a point of contact for issue escalation
• Lead assigned Client Services Support staff to ensure effective execution of assigned regions requests
• Regional Process improvement
• Proactive contract error analysis to reduce errors at client level and internal processing
• Report on Product adoption and make recommendations on how to improve the process
• Identify clients for electronic submission; work with field to train and transition
• Demonstrate analytical competencies to develop strategic initiatives to improve client experience
• Provide training for new clients on the utilization of system

Basic Qualifications:

• 5 years of client management
• 2 years of data analytic experience
• 2 years presenting to clients/senior leaders
• Training and development experience

Desired Knowledge, Skills and Abilities:

• Call Center operations experience
• 2 years of managing profit and loss statements for the region and making recommendations for addressing
• Exceptional ability to solve problems, take a broad perspective, and influence others
• Ability to quickly build rapport and to develop long-term relationships with clients and other team members
• Highest-level escalation management and mature judgment skills
• Energy, enthusiasm and flexibility to use problem-solving skills in a growing and challenging environment
• Proven verbal and written communication skills
• Excellent organizational skills and ability to multi-task
• Strong project and program management skills
• Strategic thinking
• Ability to maintain calm under pressure
• Initiative and resourcefulness
• Strong analytical skills
• Ability to apply techniques to improve existing processes, applications and solutions is required. Creativity, ingenuity and innovation coupled with the ability to independently develop new solutions to difficult problems is essential