CLIENT EXPERIENCE MANAGER

2 weeks ago


Salt Lake City UT USA, United States Exela Technologies Inc. Full time
Responsibilities include, but are not limited to:

*         Understand the business requirements and unique culture of our client's business
*         Serve as point of contact for our customer and remote centers
*         Ensure client service level requirements are met
*         Develop proactive and corrective action plans to meet the demands of the business
*         Provide effective communication to direct reports
*         Partner across our organization to ensure the needs of our client are exceeded
*         Develop and Mentor for individual growth development
*         Reporting generation and review
*         Support internal Billing
*         Remote site management

 

Key Functions include, but are not limited to:

*         Ability to manage multiple and diverse services; driving and delivering high levels of client satisfaction
*         Drive Key Performance Indicators, Service Level Agreements, Metrics, Scorecards, and Cost Savings Initiatives
*         Support, lead, and manage client initiatives and requirements
*         Achieve Accounts(s) revenue and provide Financial Oversight (Invoicing, Budget Attainment and Cost Controls)
*         Provide operating expertise and guidance to front-line associates on matters regarding operations, quality, and customer care.
*         Ensure Quality Control measures are correctly developed, implemented and monitored to support operation
*         Capitalize on new or expanded services opportunities
*         Support positive and professional work environment through effective coaching and mentoring for the development of staff
*         Demonstrate commitment to company efforts to achieve a diverse workforce
*         Sound judgment and logical decision-making to meet expectations of project scope and deadlines
*         Contribution and delivery of Quarterly Business Reviews

 

Required Qualifications:

*         Strong leadership skills combined with knowledge of management practices, principles and supervisory techniques to accomplish instruction, motivation, and training of personnel
*         Minimum 2-3 years of proven leadership and managing a large diverse organization
*         Ability to work independently
*         Self Starter, takes initiatives
*         Excellent written and verbal communication skills, highly organized
*         Strong client relationship skills and service orientation
*         Ability to work in a demanding, client-focused, team environment
*         Proven experience in achieving financial goals related to revenue and profitability and budgetary management
*         Computer proficiency: MS Word/Excel/PowerPoint/Outlook/Zoom or similar programs
*         Profit and Loss experience preferred
*         Mail operations and screening required

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