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Program Lead, Client Services Manager

2 months ago

Reynoldsburg, Ohio, United States Knipper Full time
Job Summary

We are seeking a highly skilled and experienced Program Lead to join our Client Services team at Knipper. The successful candidate will be responsible for managing a portfolio of clients, acting as the primary point of contact for ongoing business, and ensuring the successful execution of client programs.

Key Responsibilities
  • Serve as a liaison between clients and internal departments to transform business needs into functional and operational instructions.
  • Work with functional departments to ensure client programs, documentation, and setups have been completed.
  • Execute new and existing programs to completion and at expected level of quality.
  • Ongoing review of business rules and trackers to identify and correct inaccuracies and close gaps in programs.
  • Review daily dashboards, reports, and file uploads for trends to ensure assigned programs are performing as expected.
  • Support Account Managers and Senior Program Leads in the creation of client business review presentations.
  • Prepare work orders and/or review work orders prepared by team members.
  • Respond to client escalations as necessary and escalate to management if needed.
  • Manage and support all change controls, system tickets, and scorecards needed to support the business or changes to the business.
  • Monitor and review Sales Representatives' sampling activities, transaction documentation, and reported activities to ensure adherence to business rules and regulatory requirements.
  • Respond timely to inquiries and requests from clients, Sales Representatives, Home Office, and internal stakeholders.
  • Research and provide recommendations to resolve business and/or system challenges.
  • Escalate/request internal Quality Event submissions and provide necessary follow-up.
  • In conjunction with Account Managers or Senior Program Leads, review monthly invoicing and work directly with the Finance department to resolve billing inconsistencies.
Requirements
  • Associate's or Bachelor's degree preferred, however, equivalent certificate training and/or experience may be considered.
  • Approximately two to four years' experience in a customer service environment, with demonstrated ability to lead projects with minimal oversight while showing success in interacting and collaborating with internal and stakeholders.
  • Strong working knowledge of Microsoft Outlook, Microsoft Word, and PowerPoint, advanced knowledge of Microsoft Excel (Pivot Tables, Charts, Graphs).
  • Quick learner with strong systems aptitude.
  • Strong organization, analytical, written and verbal communication, and team building skills.
  • Effectively communicate to provide solutions for clients to achieve client and company objectives.
  • Strong time-management, attention to details, and prioritizing skills.
  • Punctual, dependable, with a positive attitude.
  • Ability to use sound judgment and maintain professionalism in a deadline-driven environment.
Physical Demands
  • Location of job activities 100% inside.
  • Extensive manual dexterity (keyboarding, mouse).
  • Regular use of phone for communication.
  • Noise and/or vibrations exposure.
  • Frequently reach (overhead), handle, and feel with hands and arms.
  • Sit for prolonged periods of time.