Client Solutions Manager- CSM

Job Type: Full Time
Hours: M-F Day shift and after hours when needed
Salary: $43-57 K DOE

About AnswerNet
AnswerNet is the brand name for the AnswerNet family of companies including AnswerNet, Inc., New AnswerNet Inc., Cerida Investment Corp., TPV.com, and Ansercomm to name a few. Together with our affiliates, AnswerNet operates more than 20 contact centers within the continental United States and Canada. We provide a vast range of services to optimize telephone answering services, appointment setting and confirmation, customer support, third-party verification, sales, lead qualification, market research, and a host of other contact management solutions. In all, AnswerNet has more than 10,000 satisfied clients and we process over 125 million interactions per year.

Summary of Position:

The Client Solutions Manager’s (CSM) job is to support organizational growth by providing strategic client direction, building new relationships and maintaining existing client relationships, as well as ensuring that client projects are implemented according to client agreement. CSM is responsible for managing client expectations by communicating every step of a project to each stakeholder within Answernet. CSM will be the point of client contact for large and/or multi-site accounts.

Responsibilities:
● Act as a liaison between Clients and Tech Team to effectively communicate clear direction for development projects.
● Provide exemplary customer service to clients.
● Maintain client relationships through regular communication.
● Provide quick and effective solutions to clients via being knowledgeable about AnswerNet systems.
● Coordinate Discovery for new client on-boarding and existing client initiatives.
● Communicate with the Implementation and Onboarding Team for Prioritization in order to establish an ETA for commitment that meets the client’s target expectations.
● Responsible for completing Final E2E Certification Testing and issuing the final stamp of approval before handing off to the client for testing.
● Adhere to AnswerNet core values.
● Invoicing duties for assigned projects.
● Using data to effectively communicate with assigned clients.
● Provides collaborative thought leadership on continuous improvement.

Qualifications
● Active Listening skills.
● Detail-Oriented.
● Must have a dedicated and quiet workspace.
● Excellent verbal and written communication skills
● Excellent computer skills to include, spreadsheet, database knowledge and word processing (Excel proficiency a must).
● Flexible in adapting to changing workload.
● Must be able to flex schedule when needed to meet company or client needs (possible after hours work).
● Must be able to travel as is needed (less than 5%).
● Ability to function well in a high-pace and at times stressful environment.

Required Education / Certifications/ Experience:
● 5-7 years’ experience in call center operations or client service/project management.
● Previous account management experience required.

Physical Demands
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
While performing the duties of this job, the employee is regularly required to use hands and fingers, handle, or feel; reach with hands and arms; and talk or hear. The employee must possess the ability to hear and speak.