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Lead Client Support Strategist

2 months ago

Oklahoma City, Oklahoma, United States Americare Senior Living of West Tennessee Full time

Location Requirements:
Hybrid role.

Your responsibilities include:


As a pivotal member of the team, you will report directly to the Director of Client Support, focusing on enhancing the performance of the HCM Support team. Your primary goal will be to ensure that our clients achieve success with our solutions while receiving outstanding support experiences.

The Lead Client Support Strategist will play a crucial role in shaping strategy, prioritizing initiatives, recruiting and nurturing talent, and implementing exceptional support systems and processes to cultivate a world-class support team that consistently delivers superior client experiences.


Key Expectations:


Develop and sustain client relationships from contract signing through renewal, addressing issues promptly and effectively.

Continuously seek enhancements and embed successful change initiatives.
Contribute to the product development roadmap by relaying customer feedback, actively listening to their needs, and translating these insights internally.
Exhibit extensive operational support management expertise with a focus on quality, personnel, processes, and technology.
Empower and engage the Client Support Team. Lead, manage, coach, develop, and inspire a geographically diverse team dedicated to providing exceptional support services and experiences.
Foster an environment that promotes trust, open communication, innovative thinking, and collaborative teamwork.

Develop, refine, and implement scalable and efficient support models that align with client expectations, service level agreements, and commitments.

Enhance the Client Support Team's effectiveness and efficiency through technological advancements.

Establish best practices for support, creating a consistent and repeatable model that guarantees clients receive exemplary support experiences.

Identify and integrate new tools and technologies to better serve our customers.

Oversee personnel and processes, including designing and executing client support and productivity enhancements; manage both onshore and offshore Client Support teams.

Evaluate the Client Support Team's effectiveness by defining, monitoring, and analyzing team metrics (Key Performance Indicators, team objectives, and client satisfaction).

Utilize customer insights and root cause analysis to pinpoint cross-functional improvements.

Examine support cases to identify issues or trends related to products or customer interactions, providing leadership with weekly reports that include innovative solutions to mitigate or eliminate concerning patterns.

Leverage strong interpersonal and planning skills to consistently meet productivity and performance targets.
Collaborate with senior management and peers on strategic development and execution planning.
Engage with all levels of staff, current and prospective clients, and vendors.
Coordinate with Sales, Services, Development, and Product teams on client priorities and communications.
Define and implement action plans that transition the support organization from reactive to proactive client engagement.
Work collaboratively with peers to ensure alignment on shared goals and strategic initiatives.

Qualifications:
Proven ability to innovate, drive change management, and creatively solve problems.
Demonstrated capability to motivate and communicate effectively with individuals at all levels.
Ability to manage multiple clients and cases concurrently with minimal oversight.

Strong influencing skills and the ability to thrive in a fast-paced environment while driving decision-making within the team.

Ability to meet key performance indicators such as first contact resolution, schedule adherence, and customer satisfaction.
Commitment to learning, growth, development, and mentoring future team members.
Enthusiastic and innovative leader with a proven track record of inspiring others.
Excellent project management, organizational, and communication skills (both verbal and written).
Strong relationship-building skills at all levels, leveraging these relationships to enhance support services.
Strategic and customer-focused mindset with a clear understanding of broader issues affecting customers.
Ability to maintain a resilient and adaptable approach in response to shifting priorities.

About Us:
Americare Senior Living of West Tennessee is dedicated to providing exceptional care and support to our residents.

We offer innovative, integrated solutions for senior living, ensuring that our residents receive the highest quality of care and support through our dedicated services.

Our commitment to excellence has earned us the trust of families and communities across the region.
We are a team of passionate and skilled professionals who take pride in our work.

We strive to create a positive and rewarding environment for our employees while delivering outstanding service to our residents.

Our culture emphasizes teamwork, respect, and a commitment to putting others first.

We believe in fostering a diverse, equitable, and inclusive workplace that values the unique identities of all our employees, which is essential for building a strong community within our organization.


Benefits of Joining Us:

We offer a competitive compensation package that includes a base salary, performance-based bonuses, retirement plan matching, and generous paid time off. Our growth provides ample opportunities for career advancement and professional development.

We also provide tuition reimbursement for eligible coursework, supporting our employees' educational pursuits based on their status and length of service.