The Manager, Client Operations and Implementation is responsible for ensuring a smooth onboarding process for new and existing customers and the successful management of their products and services. This position ensures customer support by overseeing the operational success for our direct customers and resellers. The role is responsible for managing a team of Account Coordinators and ensuring all customer management activities are completed in a timely and efficient manner. The individual will work closely with all NIPR business areas, including but not limited to Production Support, Billing, Customer Service, Development, and QA.
NIPR is based in Kansas City, Missouri. This is a full-time position which will allow a person to work remotely within the United States.
Responsibilities include:
Manage the day-to-day operations of the Account Coordinator team that supports onboarding all new and existing Industry customers.
Ensures detailed program implementation plans are in place, monitors execution across all modalities and services; identifies and proactively addresses performance gaps that require corrective action.
Manages the development of systematic approaches to assure the highest levels of quality onboarding experience for our customers. Coordinate customer communications, customer survey process and action planning, assist in development of continuous quality improvement initiatives.
Reviews workloads and processes within team to achieve consistent best-in-class customer experience and performance for all NIPR clients.
Serves as an escalation point for Customer Implementation & Operations issues.
Responsible for managing objectives, goal setting, coaching, performance management, and staff development of the team. Ensure teams have necessary training, resources, and tools to ensure employee engagement and sufficient performance of their jobs.
Responsible for the hiring, on-boarding, training, coaching, recognition, and performance management of Account Coordinators to elevate our ability to deliver world-class solutions for clients.
Ensure seamless handoff from Account Managers to Account Coordinators to continue to maintain client management process after implementation.
Complete occasional quality checks on team interactions with customers to ensure quality work.
Identify and cultivate future leaders within the organization, ensuring adequate bench strength and succession plans are in place.
Monitors and reports monthly trends, outcomes and escalations based on dashboards and customer cases.
Ensures the team establishes professional customer relationships with appropriate customer personnel (licensing, management, etc.)
Reviews and maintains the Account Coordinator documentation and training materials.
Monitors and maintains the Account Coordinator dashboards.
Performs other duties as assigned.
Secondary Functions
Maintains professional and technical knowledge through workshops, publications, networking, etc.
Establishes professional relationships with key NIPR and NAIC personnel.
Education and/or experience required
Bachelor's degree (B.A.) from a four-year college or university.
Five or more years of customer management experience.
Three to five years of employee management experience.
Three or more years using CRM.
One or more years of experience in data analytics, data analytic tools and statistics.
Intermediate level of expertise in Microsoft Office Suite, including Outlook, Word, Excel, and PowerPoint.
Skills and Abilities
Must be highly motivated, results oriented, creative and possess strong business standards and integrity.
Outstanding communication and presentations skills. Ability to work effectively and present to members and individuals, including Executive Leadership team.
Sound business decision-making skills with the ability to understand the "big picture" is essential.
Ability to follow-up with customers as needed via email, phone, video call or in person meetings.
Excellent customer services skills.
Expected to travel up to 25% in this role which includes traveling to new or existing customers, trainings, seminars, and trade shows.
Compensation
$125,000 - $140,000, commensurate with education and experience.
Interested in learning more about the amazing benefits NIPR offers? Please visit NIPR Jobs for more information.
NIPR is proud to be an Equal Opportunity Employer
Applicants for all positions are considered without regard to age, race, creed, color, religion, sex, sexual orientation, gender identity or expression, national origin or ancestry, marital status, pregnancy, genetic information, military or veteran status, disability, or any other basis protected by applicable law.
