Oversees the account team and operational specialists for assigned clients, serving as a primary interface and in conjunction with VP, Key Acco satisfaction units/Director/Associate Director responsible for the management of client relationships, client, and retention. Provides direction on program solutions and management. Leads the team in new business implementations.
Program Management Responsibilities
Provide client feedback to company subject matter experts and client service teams for development and process improvement
Define and develop project and program requirements with the client and internal teams
Build strong and productive relationships with other departments and functions to ensure the best work product and efficiency
Manage escalations with the team, involving ADs and Directors on issues requiring senior management involvement
Work with internal teams to develop client-specific work-plans, monitor program delivery to ensure contract requirements and client expectations are met or surpassed
Account Management Responsibilities
Responsible for supervising all client-specific Professional Services activities for assigned accounts
Serve as the lead and primary client contact for new business implementations
Provide on-going consultation on all aspects of program strategy and program methodology
Provide regular reports to clients on a budget, delivery timelines, program evaluation, recommendations, and strategic plans
Responsible for maintaining, updating, understanding all client to company interactions
Monitors all communication between client and department.
Knows essential responsibilities and requirements for each client
In conjunction with PM, lead and/or participate in client status meetings
Strategic Client Relationship Responsibilities
Responsible for managing overall client relationship in conjunction with VP, Key Accounts/Director/Associate Director
Contribute to client satisfaction process for assigned clients and implement corrective action when weaknesses are identified
Lead the account team to develop and execute quarterly account reviews and client QBRs
People and Resource Management Responsibilities
Manages Program Manager(s) and Coordinators aligned with assigned accounts
Meets with Program Manager(s) to review workload, answer questions, set priorities
Carry out management responsibilities in accordance with the company’s policies and applicable laws
Responsibilities include; interviewing, hiring and training employees; planning, assigning and directing work; appraising performance; motivating, developing and disciplining employees; addressing complaints and resolving conflicts
Responsible for communicating company vision and objectives in order to drive desired changes
The above duties are meant to be representative of the position and not all-inclusive.
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