Client Services and Program Implementation Manager

Aureon - West Des Moines, IA

Full-time - Mid Level

West Des Moines, IA

Administrative and Support Services

About the position

The Client Services and Program Implementation Manager at Aureon is responsible for ensuring customer satisfaction and loyalty by establishing and maintaining strong professional relationships with clients. This role involves leading projects to enhance customer success, overseeing the onboarding process for new clients, and collaborating with cross-functional teams to deliver necessary resources. The manager will also focus on increasing company revenue through upselling opportunities and providing high levels of support to clients.

Responsibilities

• Ensure customer satisfaction and loyalty by establishing and maintaining professional relationships with clients.
• Lead ongoing projects to identify tools and processes for customer success.
• Support team members to provide an optimal customer experience.
• Ensure customer retention through proactive service and coordination of escalations.
• Increase company revenue by identifying upsell opportunities with customers.
• Provide support via in-person and virtual meetings to enhance customer experience.
• Oversee the onboarding process for new clients to ensure a smooth transition.
• Collaborate with cross-functional teams to deliver necessary resources and support.
• Lead and manage new initiatives and projects from conception to completion.
• Define project scope, goals, and timelines, and allocate resources effectively.
• Proactively identify and address client needs and concerns.
• Conduct regular client meetings to review performance metrics and gather feedback.
• Collaborate with sales teams to generate new business and upsell services.
• Analyze current processes and identify areas for improvement.
• Develop and implement innovative solutions to enhance efficiency and client satisfaction.

Requirements

• High School diploma or equivalent.
• Minimum three years of contact center sales experience or equivalent education and experience.
• Solid knowledge of the contact center industry and terminology.
• Experience managing client relationships with effective communication.

Nice-to-haves

• Four-year degree.
• 3+ years of experience in client success or account management.
• 3+ years of experience leading teams in contact center operations.
• Experience working with different CRM systems.

Benefits

• Full-time position with competitive salary range.
• Opportunities for professional development and training.