Client Services Manager
West Corporation

Job Info

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For this opening we will consider candidates from the following locations: CHICAGO,IL,US | ,ON,CA

Intrado Digital Media is hiring a Client Services Manager for our Service & Operations division. The Manager will be responsible for creating and managing the strategic and day-to-day relationships with assigned Clients ensuring communications and presentations are reflective of company values; respond to escalated issues presented by assigned staff or clients in a timely manner; ensure incident
reporting occurs in a timely and accurate manner; participate in the business requirement
meetings, suggesting products/services that will fulfill clients' needs; coordinate with internal
departments to resolve issues; maintain up-to-date knowledge on company technical capabilities
and services in order to meet client's objectives.

MAJOR JOB ACCOUNTABILITIES
Client Satisfaction - Establish and maintain an excellent working relationship with assigned
client or client representative and continuously strive to improve the level of overall service that
Intrado is providing while adhering to established corporate and departmental policies and
procedures
* Facilitate and manage client meetings and conference calls in order to identify important
opportunities, make recommendations and determine next steps
* Serve as a client advocate ensuring all client or internal issues are followed through to
resolution in a timely manner and client is updated on issue status
* Maintain current and up-to-date knowledge and documentation of client's equipment,
technology, program, contract requirements and business objectives ensuring all are well
documented and efficiently organized
* Escalate to management any situation outside the employee's control that could adversely
impact the service provided to the client
* Provide feedback to management when client expectations appear to be unreasonable or
unrealistic and recommend feasible solutions
* Identify any obstacles to providing the highest quality customer service and communicate
constructive feedback to management
* Consistently exceed client satisfaction by openly and thoroughly evaluating all requests,
proceeding with recommended solutions that benefit the client and Intrado

Client Management Function - Manage the strategic and day-to-day relationships with
assigned clients, ensuring communications and presentations are reflective of company values
and are in adherence with established policies and procedures
* Attend conference calls and face-to-face meetings with clients to provide information (e.g.
resolve issues, give status reports, propose new products/services, etc.)
* Respond to escalated issues presented by assigned staff or clients in a timely manner
* Participate in the business requirement meetings, suggesting products/services that will fulfill
client's needs and follow through with all internal departments on implementation and
completion. Ensure regular status updates are made to client.
* Communicate technical limitations and capabilities which includes an understanding of
backend and online functions and how they apply to the program
* Coordinate with internal departments (e.g. Information Technology, Application Development,
Enterprise Information Technology, Service Delivery, etc.) to resolve issues
* Ensure activities are completed in a timely, accurate and quality manner striving to exceed
expectations while adhering to department policies and procedures.
* Actively work with management team to revise, create and implement processes to support
client and department need.
* Communicate to staff current and upcoming enhanced features and functions offered through
other business units in order to meet all program needs
* Ensure all new promotions are thoroughly tested to ensure smooth startup and continual life
cycle maintenance

Advanced Program Functions / Program Performance - Manage and participate in the
analysis of program performance in providing consultative advice to client regarding advanced
program functions which may include technical capabilities, ability to integrate programs (e.g.
interactive, inbound/agent, Insight, VACD, notifications or any other Intrado ancillary services,
etc.), and available telecommunication features.
* Manage and participate in the development of technical project plans which may include
documenting technical recommendation including features, costs, and implementation timeframe
* Ensure communication and client updates on programming timeframes occur
* Maintain up-to-date knowledge on company technical capabilities and services in order to meet
client's objectives
* Analyze and interpret data on client's program performance and provide recommendations to
enhance functionality based on the analysis
* Work with internal departments in development of custom reports in a timely manner
* Identify trends indicating the need to revise existing methods and procedures
* Provide proactive and on-going analysis of program performance and offer recommendations
to client on improving all performance metrics
* Ensure proactive call monitoring and collaboration sessions occur and feedback acquired from
other means is utilized to ensure client's expectations are met

Employee and Personal Leadership Development - Coach, develop, and mentor subordinates
to achieve quality performance while continuing to develop personal management skill necessary
to lead staff and handle unique management challenges
* Promote employee development by establishing performance measures that encourage
employees to excel
* Continually assess personal management skills determining strengths and developing a plan to
address areas for growth
* Participate in the development of strategies to find optimal solutions to compensate, attract,
and retain the talent necessary to achieve established goals and objectives
* Assist staff with establishing and attaining career development goals
* Ensure that employee training is effectively conducted for all positions throughout assigned
area of responsibility
* Conduct appraisals and performance reviews
* For staff located within the United States ensure compliance with Equal Employment
Opportunity/Affirmative Action (EEO/AA) guidelines
* Comply with individual country employment laws and regulations based on location of staff
* Review and recommend suggestions to management when updates to job descriptions are
required as responsibilities change

Employee and Personal Leadership Development - Coach, develop, and mentor subordinates
to achieve quality performance while continuing to develop personal management skill necessary
to lead staff and handle unique management challenges
* Promote employee development by establishing performance measures that encourage
employees to excel
* Continually assess personal management skills determining strengths and developing a plan to
address areas for growth
* Participate in the development of strategies to find optimal solutions to compensate, attract,
and retain the talent necessary to achieve established goals and objectives
* Review monthly appraisal status reports ensuring staff is held accountable for timely and
quality appraisals
* Assist staff with establishing and attaining career development goals
* Ensure that employee training is effectively conducted for all positions throughout assigned
area of responsibility
* Conduct formal appraisals and performance reviews
* Comply with Equal Employment Opportunity/Affirmative Action (EEO/AA) guidelines
* Understand and support AAP policies and goals
* Review and recommend suggestions to management when updates to job descriptions are
required as responsibilities change

Project Management - As necessary, provide leadership and direction on all assigned projects
ensuring follow through from beginning to end of project management life cycle
* Establish standards and strategy for each project
* Identify task force members and assign specific tasks and responsibilities
* Continuously monitor tasks and project assignments providing regular status updates to
applicable parties, identify and resolve any challenges
* Develop final report with findings and recommendations for management or as assigned
follow-through to completion

Team Interfaces/Customer Service - Establish and maintain a professional relationship with
internal/external customers, team members and department contacts.
* Cooperate with team members to meet goals or complete tasks
* Provide quality customer service that exceeds customer expectations and improves level of
service being provided
* Treat all internal/external customers, team members and department contacts with
dignity/respect
* Escalate to supervisor any situation outside the employee's control that could adversely impact
the services being provided

Mental and Physical Requirements
*This position will be exposed mainly to an indoor office environment and will be expected to
work near or around computers, telephones, and printers
*The nature of the work in this position is sedentary and the incumbent will be sitting most of the
time
*Essential physical functions of the job include typing, grasping, pulling hand over hand, and
repetitive motions to utilize general computer software/hardware continuously throughout the
work day
*Essential mental functions of this position include concentrating on tasks, reading information,
and verbal/written communication to others continuously throughout the work day

Related Duties as Assigned
* The job description documents the general nature and level of work but is not intended to be a
comprehensive list of all activities, duties, and responsibilities required of job incumbents
* Consequently, job incumbents may be asked to perform other duties as required
* Also note, that reasonable accommodations may be made to enable individuals with disabilities
to perform the functions outlined above
* Please contact your local Employee Relations representative to request a review of any such
Accommodations

MINIMUM QUALIFICATIONS
Applicant for this job will be expected to meet the following minimum qualifications.

Education
* Bachelor's degree from an accredited college or university required with major course work in
business administration, management, marketing, or a related field preferred
* Equivalent work experience in a similar position may be substituted for educational
requirements

Experience
* Minimum 4 years business-to-business experience in an account/relationship management
capacity required
* Minimum 2 years supervisory experience required
* Minimum 1 year project management experience preferred

Other
* Intermediate knowledge of Word, Excel and Outlook required
* May require rotating pager duties, requiring 24x7 response

Intrado is connecting people and ideas.
We are delivering on their potential.
We are improving the way we work and live.

At Intrado, we are dedicated to delivering and improving upon new channels, new capabilities and new choices for how businesses and consumers collaborate, connect and transact. We develop technology-enabled communications that change the way we work and improve the way we live. We are a collective effort of enterprise and individuals, of communities and customers, of partnerships and families. We are the sum of our entire network - based on the four pillars of trust, innovation, collaboration, and execution and the hard work of people who share our vision. We are at the core of a technology and communications engine that is changing the world.

We Connect. We Deliver. We are INTRADO.

Equal Opportunity Employer/Veterans/Disabled

This job has expired.