Sr Manager, Client Services

Job Description:Dimension & Scope:The Senior Manager Client Services is the leader of a Vertical Industry whose team of Client Services Managers is assigned to clients within that Vertical. The Sr. Manager Client Services is responsible for setting up an Inbound / Outbound / IVR / web or blended service-offering program. The Client Services Manager is accountable to coordinate all aspects of program set-up including: IS coordination, forecasting, staffing, scripting, media, telecom reporting, quality measurement, data processing, floor operations, training, quality, verifications and billing. The Senior Manager Client Services has 10-12 Senior Client Services Managers Client Services Managers and Assistants III & III reporting to him/her. His/her team manages a portfolio of accounts in an industry vertical and the number of such clients can range from 25-50. In terms of revenue, the Sr. Manager is responsible for approximately $20-25 Million in annual Revenue with Operating Profit expectations in the mid-20’spercentage-wise. The Manager has indirect accountability for operations in 3-5 centers with rep headcount of up to 3000 in the shared Mainbank environment.Principal Duties and Responsibilities:Primary focus on program analytics and business intelligence.Understand the underlying data repository that is used to support the client programs.Be proficient in using the available reporting tools to prepare data summarization and exception reporting.Prepare predictive analysis based on observed trending in reporting.Communicate effectively the appropriate corrective measures to all parties (Operations, Client Services and the Client).Interface with the client.Work with appropriate BU's to provide client vision to CVG service offerings including Professional Services.Disseminate information from client to all RU's and Operation contacts.Manage IS intake process.Interface with attorneys on Convergys legal staff on contracts and interpretations telemarketing rules/regulations (as it impacts a given program).Submit information for a weekly/monthly client report. Analyze daily results, and make recommendations to client on program enhancements, changes in direction, and adjunct service offerings.Perform touch-base calls with client contacts (and one level up) as a measure toward superior client satisfaction.Serve as point of escalation for client concerns.Prepare and review invoices and compare to contract.Manage program P&L's.Turn in a monthly action plan against the goals formed at the start of the year.Develop and present recommendations of service offerings to clients to solve problems and increase revenue.Responsible for program strategy, subject-matter-expert in pre-sale meetings/presentations/ client site visits in order to expand current or close new business.Lead formal client QBR review sessions/presentations.Develop with operations support, action plans for client if Convergys is not attaining agreed-upon metrics (e.g. sales conversion, % handled, etc.).Serve on high-level Business Process Improvement teams.For key accounts, analyze Ops reporting and review agent-level data, center data, and/or other appropriate information to assess performance trends and recommend solutions for improvement to operations.Serve as point of escalation for the client.Continually review services to ensure client needs are balanced with internal needs.Collaborate with other RU's and Operations on how to balance client metrics with internal profit metrics.Formulate call forecast variance report and vertical revenue forecasts and submit to appropriate department.Ensure pricing meets BU expectations for operating profit. Develop action plans as needed to ensure program meets profit expectations.Resolve outstanding Accounts Receivable issues with clients.Oversee credit negotiations with clients.Education & Professional Certifications: Bachelor’s degree in related field from a four-year college or university.Minimum 3-5 years Technology Industry, specifically Channel/Partner experience. In depth knowledge of networking companies sales and marketing strategies.Candidate Profile:Technology service experience and related equipment knowledge required. Must have proficiency with various software applications programs including Microsoft Powerpoint, Word, Excel and Project.Detail and sales oriented.Strong analytical ability.Ability to demonstrate innovationExpected Travel Time: None Contact Information: intConfig Email: Apply by Email