Client Implementation & Support Manager

The Position

As our Client Implementation & Support Manager you will be responsible for our client’s experience when first using our products and services and going forward as they interact with our support team.  You will be expected to “own the process”!  Managing the team, evaluating existing processes, measuring effectiveness, developing and planning the enhancement of our client experience.  You will lead a team of 4-6 associates with diverse skill sets and responsibilities, including Project Management, Quality Assurance, Form Design & Content Management and Technical Support.  Your team will be tasked with communicating and supporting clients during implementations and new releases of our SaaS based services.

Core Responsibilities include:

  • Promote focus on client satisfaction and our clients successful use our services
  • Develop a proactive support model that focuses on identifying and maximizing our client’s success
  • Ensure team procedures are understood and adopted
  • Collect and report metrics specific to team performance and current client status
  • Focus on 100% client satisfaction and retention
  • Evaluate and seek to understand the client satisfaction influencers and ensure the team has the tools, training and process to deliver a superior client experience
  • Monitor adoption rates and remain well informed of clients’ needs and best practices
  • Serve as the escalation point for client issues
  • Ensure the team delivers appropriately and that the team and processes adjust as necessary
  • Hold client conversations to gain understanding of business activities and client satisfaction influencers
  • Identify and implement enhancements to existing internal processes and procedures
  • Refine and deliver new-hire training specific to existing and new products, as well as internal systems tracking.
  • Recommend key performance metrics and indicators and report routinely to executive leadership
  • Recommend and implement process improvements relative to core responsibilities

Leading and Developing People:

  • Lead and continue to build a diverse and highly functional team
  • Provide clear individual and team goals that ensures each team member understands their role in the success of Acryness
  • Make changes when necessary and proactively address performance issues
  • Coach and inspire staff with the goal of ongoing individual improvement and retention

Skills & Requirements:

  • A bachelor’s degree and prior work related experience or equivalent
  • 4+ years of related professional experience
  • 2+ years leading and developing people in a client relationship role
  • Demonstrated understanding of website functionality and related technologies
  • Proven strong analytical skills and a passion for understanding the “Why”
  • Demonstrated ability to effectively manage multiple projects, including developing objectives, prioritizing responsibilities, delegating tasks, executing deliverables, and tracking and measuring projects to successful completion.
  • Demonstrated aptitude for learning and assimilating new information quickly
  • Proven ability to work efficiently with cross-functional teams both internally and externally
  • Established gift of fostering valued client relationships
  • Demonstrated high proficiency at working both independently and within a close knit team environment
  • Excellent verbal and written communication skills and a commitment to collaborate with people
  • Examples of self-motivated, strong organizational skills & requires minimum supervision
  • Demonstrated high level of attention to detail, excellent follow through and reliability
  • Examples of passion & commitment for doing things the right way

Demonstrated comfort working in a fast paced environment where your priorities can change at a moment’s notice

Develop, implement and manage direct report accountabilities and performance

Acryness if proud to offer:

  • Competitive base salary
  • Full family healthcare benefits
  • Bonus program
  • Paid vacation
  • Paid holidays
  • Growth opportunity

About Acryness

Acryness is an information technology company which provides a full range of billing and payment processing solutions for large and small B2C billers with a core emphasis serving healthcare providers, medical billers and healthcare software companies. Our platform for deploying highly customizable statement services and online payment solutions is ideal for clients seeking customer centric solutions. The service offering includes document & output system design, statement printing & mailing, eBill presentment & delivery, online bill payment, online merchant services, API web service, return mail processing, automated skip tracing and remittance processing.

Join the Acryness team!

If you like being part of a team, having a significant impact on its success, live within 30 minutes of Mooresville NC, and believe the above job description describes you, then select the link below for uploading your resume and completing a brief survey to apply for this Client Implementation & Support Manager position.

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