Parasol Alliance · 9 hours ago

Client Service Manager (remote)

Full-time

Remote

Mid Level

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ConsultingInformation Technology

Growth Opportunities

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Responsibilities

Serve as the dedicated point of contact for their assigned sites providing support for satisfaction questions, regularly scheduled client meetings, budgeting, and strategic planning.

Oversight and accountability for client happiness. Ensure that Parasol Alliance exceeds client expectations at every level.

The CSM is responsible for client experience, success and relationship management including oversight of customer satisfaction measurement and reporting.

Oversight of client communication at all levels including site ticket review, project management, critical issues, procurement, and client satisfaction enquiries.

Act as a liaison between all internal Parasol Alliance departments to address issues, plan strategy and oversee the customer experience from first impression through the entire client lifecycle.

Follow client relations procedures, i.e., monthly, quarterly, and annual client processes by defined standards to achieve or exceed department metrics.

Oversight of the client technology strategy process from three-year strategic roadmaps.

Oversee the annual review process with each client to ensure client satisfaction targets are met and roadmap project alignment.

Work with each client on their annual budget planning to adequately prepare for the coming year’s technology initiatives.

Lead quarterly meetings and ongoing review, execution, and support of the client’s strategic technology objectives within the roadmap.

Oversight and execution of the change management communication process with clients including notifications, approvals and resolutions following change management and client communication standards.

Follow client service policies and procedures, ie change management, critical issues, project management, site ticket review, and procurement by defined standards to achieve or exceed department metrics.

Oversight of the client procurement processes including quotes, contract management and ongoing purchasing needs for their assigned sites.

Oversight of the client technology strategy process from three-year strategic roadmaps.

Oversee the annual review process with each client to ensure client satisfaction targets are met and roadmap project alignment.

Work with each client on their annual budget planning to adequately prepare for the coming year’s technology initiatives.

Lead quarterly meetings and ongoing review, execution, and support of the client’s strategic technology objectives within the roadmap.

Oversight and execution of the change management communication process with clients including notifications, approvals and resolutions following change management and client communication standards.

Oversight of the client procurement processes including quotes, contract management and ongoing purchasing needs for their assigned sites.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Client relationsBudget planningOperational strategyProject managementHealthcare experienceCustomer service skills