Client Services Manager

| Greater Boston Area

Interactions is changing the way businesses and consumers communicate by transforming frustrating experiences into productive conversations.

At Interactions, we have created an environment that is based on innovation, quick-thinking and abundant growth opportunities. Our employees are smart, hard-working and invested in the success of the company. We pride ourselves on our forward-thinking and innovation, and our ability to balance a start-up environment with a healthy work-life balance.

Working at Interactions is an opportunity to be part of the team that’s changing the way customer care is delivered.

To support our continued growth, Interactions is hiring a Client Services Manager who will be responsible for providing client services support for assigned accounts as well as working with the Account Management team to improve overall customer success.  This role is based out of our corporate headquarters in Franklin, MA.

  • Act as primary application contact for client and establish strong partnership with stakeholders within client organization.
  • Ensure that client application issues are dealt with an efficient manner; inform management staff of any problems that may arise.
  • Manage adherence to client and internal application business case metrics and profitability.
  • Manage intake of client requests related to application revisions, extensions, and improvements.
  • Develop and drive client application roadmap for continuous improvement, as well as short & long-range application enhancements.
  • Facilitate continuous improvement activities for clients including regular call reviews, data coordination, analysis and presentation to clients.
  • Work closely with the design and application development teams to keep abreast of application changes to identify potential issues and/or opportunities within or related to the client.
  • Communicate opportunities for account growth and new business, involving Account Management Director and or VP.
  • Facilitates client status reporting and reviews including:  call reviews, action logs, monthly account reviews, and periodic business reviews.
  • Develop and interpret weekly scorecard/performance data and portions of regular (quarterly) business reviews highlighting proactive activity, trends, etc.

Requirements:

  • Bachelor’s Degree or equivalent experience.
  • Minimum two to four years of Client Management experience.
  • Proven track record in creating, maintaining and enhancing customer relationships.
  • Extremely detail oriented.
  • Technical competence (basic understanding of software, hardware, networks, etc).
  • High level of initiative and ability to work well in a team environment.
  • Excellent written and oral communication skills.
  • Plans and carries out responsibilities with minimal direction.
  • Excellent verbal and written communication skills.
  • Ability to multi-task and prioritize issues in a complex environment.
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Location

We are located in historic Franklin, MA home to the first public library. With public transportation, the commuter rail is walking distance!

An Insider's view of Interactions

What’s the vibe like in the office?

Interactions definitely has a work hard/play hard environment! Our hard work pays off in the form of different social events throughout the year, including mini-golf tournaments, halloween decorating/costume contests, Oktoberfest, and lawn games during the summer time!

Pam

Software QA Engineer

What is your vision for the company?

It is motivating and inspiring to listen to the success stories from our Clients and their customers. Our ability, as the technology team and the company to deliver a secure, reliable and scalable Platform that delivers the best of breed of our Conversational AI and Human Assisted Understanding technologies, is a major source of pride!

Mahesh

Sr. VP of Engineering

How would you describe the company’s work-life balance?

Interactions recognizes that our families, our hobbies, our physical & mental health, and our work are all equally important in creating employees who are strong, productive, and successful. We have an environment where people want to come to work, and also feel secure in their time away from work with generous PTO and flexible work schedules.

Brandie

Talent Acquisition Coordinator

What are Interactions Perks + Benefits

Culture
Daily stand up
Open door policy
Team owned deliverables
Open office floor plan
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Performance Bonus
Child Care & Parental Leave Benefits
Flexible Work Schedule
Adoption Assistance
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Perks & Discounts
Commuter Benefits
Stocked Kitchen
Some Meals Provided
Parking
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Interactions offers employees professional development opportunities like the ability to attend job related conferences and seminars.
Lunch and learns
Interactions hosts lunch and learn meetings once per month.
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