Senior Manager_Client Servicing and Account Management

FUNCTIONAL OVERVIEW :

The Senior Manager is responsible for growth and retention of a client portfolio comprised of up to 500 accounts, valued at over $25M in annual revenue. The Senior Manager manages a team comprised of up to 12 Business Relationship Managers and 2 Team Leads.

ROLES AND RESPONSIBILITY :

This position requires interaction with other members of Account Management leadership, Marketing, Sales and Operations. The Senior Manager will be responsible for the strategic account management of existing customers to include :

- Drive and implement key enablement projects across the Business Relationship Management team.

- Partner with leadership to identify opportunities for Client Solutions process improvement.

- Contract Monitoring & Management

- Mentor & Coach BRM team members

- Focus on Risk Mitigation / Client Retention across all clients.

- Track & monitor adherence to KPIs for BRM team

- Liaise with others departments to prioritize projects and tasks for the team to include Managing and leading the execution

- Coach in development of Strategic account plans. Monitor execution of strategic account plans as a roadmap to grow customer revenue and deliver world class customer satisfaction.

- Liaise between client, internal departments and partners to provide clear and accurate program guidance for customers

- Assist Director of Account Management with additional administrative tasks that may include supporting BRM team with client specific projects & proactive reach out to clients to assess client health.

Other duties as assigned :

Strategy and Tactics :

- Work closely with the Director of Account Management to define Retention and Growth strategies within this high-volume customer segment

- Assess Business Review engagement and prioritization of customer meeting schedules

- Assess contractual risk & opportunities and calls to action for renewal and/or remediation

- Review underperforming account revenue to understand factors & devise counter tactics

Management Reporting :

- Prepare an Annual Strategic Plan to be shared with senior leadership that includes

- Growth potential and strategies

- Risk assessment and risk mitigation strategies

- Relationship Management process

- Mentor BRMs in the preparation of QBRs to highlight accomplishments and share program metrics

Tactical Operations :

- Review BR Survey results / Risk assessment and use to prioritize proactive client outreach

- Contact customers to review Sterling performance and identify Opportunity and/or Risk; manage client interactions using Salesforce.com

- Coordinate with Client Services team & Ops Pod Leaders to ensure client issues are addressed

- Coordinate with other functional departments to deploy process enhancements and new products/services

- Guarantee 100% customer data quality in Salesforce

- Escalate to senior management as appropriate

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