Sr. Manager, Client Program Management

About the position

The Senior Manager, Client Program Management (CPM) is responsible for exceeding client expectations by delivering on client commitments and leveraging cross-functional teams to achieve sales, profitability & service goals. This role serves as a key interface between Asurion and our major clients, so the ability to communicate well and build/maintain strong relationships is necessary. The primary functions of this role are interfacing with the client and monitoring the operational and contractual obligations/performance of client programs. The day-to-day functions of this role will include working closely with Asurion’s internal cross-functional teams (e.g., Product, Operations, Legal, Supply Chain, IT, Care, Program Management, etc.). The ideal candidate should be able to work independently, take ownership/accountability, and be thoughtful with proposed solutions. They will also need to be internally and externally influential to advocate, influence, and drive results. From time to time the priority of the role could change, therefore, the candidate should be comfortable with change, ambiguity, and have the confidence to be front and center making decisions. This role will provide the candidate with diverse exposure to many areas within the client and Asurion’s businesses.

Responsibilities

• Responsibility and accountability for owning the client relationships for project and product-level engagements, including internal/external communication, program management, implementation, and identification of new business opportunities.
• Regularly interact with clients’ teams to address ad hoc questions/issues, tirelessly advocate for the value of Asurion products & capabilities, and aggressively resolve client concerns regarding our programs or their performance and perception.
• Act as a primary point of contact for implementation teams; providing a clear vision of client goals and assessing levels of engagement between Asurion & the Client.
• Develop and leverage deep knowledge of Asurion’s registration, claims, tech support and fulfillment processes across all channels to anticipate and prevent issues caused by the dynamic nature of our programs.
• Become and serve as the 'go-to' subject matter expert to Asurion’s internal teams on the client’s organization and goals, championing the needs of the client.
• Support Asurion sales teams by communicating program updates and quickly addressing and removing impediments to selling.
• Become a 'tireless champion' of Asurion by preparing and presenting materials to the Client to increase engagement on specific projects or improve awareness and understanding of current product offerings.
• Engage internal Asurion teams to ensure that all client commitments, including reporting and analysis, are met on time with exceptional quality.
• Partner with various internal resources to quickly perform root cause analyses on client escalations and provide the client with appropriate information and resolution steps.
• Staying organized as you track towards the delivery of your commitments.
• Collaborate with internal Client Service team members on facilitating regional and area general session calls with carrier-owned and indirect channels.

Requirements

• Bachelor's Degree preferred.
• 5+ years in client account management or related client-facing operational or project management experience.
• Exceptional interpersonal, verbal and written skills and the ability to effectively present ideas and information.
• Ability to quickly learn and understand Asurion systems, platforms, and processes from enrollment to cancellation.
• Ability to present complex processes at managerial client levels and internal operational meetings.
• Ability to influence and build consensus cross-functionally to achieve results; strong bias for action.
• Solid analytical skills.
• Ability to read, write, analyze and interpret complex instructions, correspondence, legal documents, financial reports and/or technical documents.
• Ability to respond effectively to clients and management and handle sensitive and/or confidential communications.
• Advanced computer skills including MS Office required.

Benefits

• Equal employment opportunities to all employees and applicants for employment.
• Prohibits discrimination and harassment of any type.
• Work culture where employees are valued.