Client Services Manager

Position: Client Services Manager

Reports to: CCEO

Parasol Alliance is a technology solutions company exclusively serving the senior living industry. We provide leadership and comprehensive in-house technology support, helping our clients make smart strategic technology investments and effectively use technology to achieve their business objectives.

Our strategic focus forms the core of Parasol Partnerships. These partnerships lead to increased efficiency, productivity, and profitability for our clients. We make our clients more successful – and we have the data to prove it.

Leadership defines us. We are innovative leaders in everything we do.

Position Mission

The Client Service Manager (CSM) is responsible for two primary functions within the company: (1) driving exceptional client relations that exceeds expectations and leads to increased revenue and retention with assigned clients and (2) overseeing the execution of all client-related services.

Function 1: Drive exceptional client relations that exceed expectations and leads to increased revenue and client retention. The CSM will work directly with clients’ designated technology champions, often C-Suite members, to ensure seamless execution of the technology roadmap and day-to-day IT support. They work to develop and implement client service strategies that will increase revenue while providing an exceptionally positive experience for all the client accounts they are responsible for. The CSM ensures clients receive exceptional service while Parasol Alliance’s revenue goals are supported.

Responsibilities

• Serve as the dedicated point of contact for their assigned sites providing support for satisfaction questions, regularly scheduled client meetings, budgeting and strategic planning.

• Oversight and accountability for client happiness. Ensure that Parasol Alliance exceeds client expectations at every level.

• The CSM is responsible for client experience, success and relationship management including oversight of customer satisfaction measurement and reporting.

• Oversight of client communication at all levels including site ticket review, project management, critical issues, procurement and client satisfaction enquiries.

• Act as a liaison between all internal Parasol Alliance departments to address issues, plan strategy and oversee the customer experience from first impression through the entire client lifecycle.

• Follow client relations procedures, i.e. monthly, quarterly and annual client processes by defined standards to achieve or exceed department metrics.

Function 2: Oversee the execution of all services and technology projects within the scope of the client’s full-service contract. By following established procedures and policies for implementing and managing all client- related services for their assigned clients, the CSM serves as the technology strategist for the client accounts they are responsible for. In this function the CSM is responsible for oversight of the client’s technology strategy, annual reviews, quarterly meetings, quality assurance of service delivery and budgeting.

Responsibilities

• Oversight of the client technology strategy process from three-year strategic roadmaps.

• Oversee the annual review process with each client to ensure client satisfaction targets are met and roadmap project alignment.

• Work with each client on their annual budget planning to adequately prepare for the coming year’s technology initiatives.

• Lead quarterly meetings and ongoing review, execution and support of the client’s strategic technology objectives within the roadmap.

• Oversight and execution of the change management communication process with clients including notifications, approvals and resolutions following change management and client communication standards

• Follow client service policies and procedures, ie change management, critical issues, project management, site ticket review, and procurement by defined standards to achieve or exceed department metrics.

• Oversight of the client procurement processes including quotes, contract management and ongoing purchasing needs for their assigned sites.

Requirements

• Healthcare experience preferred; long-term healthcare support experience is a plus.

• Proven ability to develop, implement and manage operational strategy

• Excellent communication and customer service skills are required

• Ability to handle difficult situations and influence all levels of a company

• The position is largely self-motivated and self-structured. The right candidate will be driven to be challenged and to succeed.

Position Metrics

Drive exceptional client relations that exceeds expectations and leads to increased revenue and client retention

1. Metric: Execution of client satisfaction standards on a defined basis by metric.

2. Metric: Ongoing client meetings are held 95% of the time, based upon client expectations.

3. CSM tasks are adhered to 90% of the time.

4. Metric: New Clients - Successful onboarding achieved, defined as adherence to onboarding policies and procedures standards 90% of the time.

5. Metric: Maintain a 90% SLA for all client communications.

6. Identify and Support cross-sell for all revenue verticals in partnership with the growth team.

Position Expectations

Within the first 30 days the Client Services Manager will be accountable for:

· Learning and adhering to department policies and processes

· Reviewing the About Us information for all assigned sites

· Transitioning assigned sites including scheduling and attending client meetings

· Managing assigned client sites’ procurement processes

· Demonstrating competency in role responsibilities based on the above metrics.

Benefits

• Cell phone/internet reimbursement

• Medical, dental, vision, 401k

• Responsible paid time off

• Certification reimbursement 

Company Culture

We are an IT company but believe technology support should be directly related to your business success. Technology for technology’s sake is not what we are about. We intertwine the knowledge economy with technology to transform and interconnect our expertise with your company to expand the decision-making capabilities and ensure productivity and cost effectiveness.

Our Values:

• Expertise

• Collaboration

• Empathy

• Integrity

If you want to work for a values driven, high performance company and to experience an exciting opportunity to help grow a company then this is the job for you. We are looking for our team members to take ownership and pride in their work, and to provide input and guidance into not only the clients of Parasol but the growth of Parasol itself. We are a virtual company that offers work from home, responsible time off and bonus opportunities.