Client Services Manager

Department: Client Services
Date Posted: 3/17/2010

The Client Services Manager is responsible for key strategic client relationships by ensuring overall client satisfaction, retention, account growth and profitability. This position ensures client and Free & Clear compliance with all contractual agreements, deliverables and timelines. Client Service Managers act as the ultimate advocate for clients within Free & Clear.

Key Responsibilites:

1) Manage client contracts and budgets:  

  • Ensure contract compliance
  • Ensure appropriate use of dollars
  • Ensure accuracy of invoicing and expenditures
  • Develop and monitor revenue and utilization projections
  • Ensure clients are kept up-to-date and fully informed of their budget status
  • Collaborate with the client to adjust protocols, promotional efforts and negotiate increases to contracts as appropriate

2) Provide project management services at the request of clients. Typical projects include:

  • Complex data analysis
  • Data compilation different than datasets currently offered
  • Provision of participant testimonials for media purposes
  • Develop/conduct educational promotion, and strategic presentations as requested by clients
  • New services or enhancements
  • Create year-end or other reports as requested by clients

3) Conduct initial and subsequent yearly contract negotiations with clients

  • Budget development and revisions
  • Identification of deliverables and timelines, and utilization assumptions
  • Obtain legal review of contracts as needed
  • Ensure resulting contract is within established Free & Clear business standards
  • Identify and ensure modification of contractual commitments, as needed

4) Lead and manage all aspects of the contract installation process by:

  • Developing and executing business plans for deliverables
  • Assigning the work to appropriate functional areas
  • Ensuring all tasks and timelines are being met or exceeded
  • Develop and monitor the process and completion of deliverables using detailed, complex work plans to assure fulfillment of contractual commitments

5) Initiate and manage completion of Service Requsets for enhancements:

  • Participate in feasibility assessment, scoping, and pricing of requests and/or add-on sales
  • Ensure that pricing, timelines and quality expectations are met and/or exceeded
  • Work collaboratively with all levels of Free & Clear staff to ensure the best outcome for the client
  • Communicate price, timeline and pertinent decisions to client and negotiate final outcome

6) Maximize revenue by informing clients of new products and services available for purchase as add-ons to existing contracts.

7) Represent Free & Clear at national conferences, workshops, etc. to build rapport with existing clilents and develop potential clients. Conduct presentations, poster sessions and/or participate in roundtable disussions as requested.

 

Required Skills, Experience, & Qualifications

  • Bachelors degree in relevant field (Master's preferred)
  • Excellent group facilitation, teamwork, organizational and computer skills
  • Excellent verbal and written communication skills
  • Project management and negotiation skills
  • Minimum: Three or more years of managing client relationships. Healthcare background highly preferred, but not required
  • Minimum: Three or more years experience in project management
  • Strong background in contract negotiations, budget management and customer service
  • Must be abstinent from tobacco and nicotine