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1. The ideal candidate will be a passionate advocate for clients and an understanding of what it means to be intensely client focused.
2. This role will make sure that clients are happy, engaged, and receiving maximum operational support each day.
3. As a member of one of most client-facing organizations, this individual possesses intellectual curiosity, creativity, strong problem-solving skills, excellent communication skills, and an ability to influence business and technical leaders across multiple stakeholder groups. 

Responsibilities:

• Own and manage the customer service experience; Act as the primary point of contact for customer escalations
• Internal reporting to ensure key SLA and metrics are being met
• Conduct operationally focused business reviews routinely with Account manager and Client
• Partner with PMO, Operations Leadership and Supply Chain for deployments, inventory management, and Delivery standards
• Manage issue resolution and risk mitigation
• Coordinate with internal operational teams to minimize risks
• Performance Management
• Measure the success of each client-facing process
• Ensuring any client related issues are properly addressed to the satisfaction of the client
• Partner with the Regional Resource Coordinator to monitor client contracted SLA’s
• Partner with the Regional Resource Coordinator to assign actions with timelines to internal stakeholders regarding any SLAs that are not being met
• Ensure account documentation is up to date and accurate
• Identify opportunities for account development
• Constantly assess internal operations; identify and assign action with timelines around process improvements
• Drive account entanglement through the expansion of operational offerings
• Manage issue resolution and risk mitigation
• Coordinate with internal departments and their leaders to provide quick resolution to client concerns through the assignment of actions with timelines to identified individuals in various departments
• Present action plan for issue resolution to Account Manager with scheduled follow-ups until resolution achieved
• Coordinate with the Account Manager, client, and key internal operational teams to assure risk mitigation around aging inventory, aging payables, and cycle time optimization.

Experience:

• 3 years of customer service and/or account management
• Demonstrated strong communication and proven ability to resolve complex issues in a timely fashion
• Ability to work in a fast-paced environment with diverse groups and meeting aggressive deadlines
• Excellent verbal and written communication skills
• Experience presenting to top tier clients
• Ability to work with little or no supervision

Skills:

Manage Client Relationships, Client Followup, Key Client Relationship, Client Relationship, Global Client Management,