Client Services Manager
About Agero:
Agero is a leading provider of vehicle driver and safely, security and information services including roadside assistance, consumer affairs and claims management services. The company protects 100 million vehicle owners in partnership with leading automobile manufactures, insurance carriers and others. Managing one of the largest national networks of service providers, Agero responds to more than 12 million roadside requests annually for emergency assistance. 75% of new passenger vehicles sold in the US use Agero solutions and 11 of the top 15 insurance companies leverage our services. Agero’s award winning solutions leverage advances in technology and information services to accelerate and enhance response to drivers needs while strengthening customer loyalty. Agero is a member company of Cross Country Group, is headquartered in Medford, Ma with operations throughout north America. Agero has revenues of $1b+ and 3,500 employees
Client Services Manager
Responsibilities include developing and growing strong relationships with customers and co-workers.
CSM’s answer client queries and identifies new business opportunities among existing customers. In this role, you will liaise with cross-functional internal teams (Billing, Operations, Marketing, IT, Sales engineering, Product, and other departments) to ensure service execution and achievement of company and client goals.
Responsibilities: This position requires the individual to work independently. The general duties of this position are:
- Serve as the lead point of contact for multiple clients
- Build and maintain strong, long-lasting client relationships
- Initiate and coordinate problem-solving activity to the point of resolution
- Collaborate with Marketing and Product to deliver critical information related to our solutions and products
- Own vital initiatives that will create growth, improve service, and deliver strategic value
- Identify opportunities for increasing process efficiency while improving the customer experience
- Create materials to deliver value program performance insights for internal leadership and clients in the form of monthly reporting and business reviews
- Develop trusted advisor relationships with key accounts, customer stakeholders, and executive sponsors
- Participate and organize client dashboard training for web-based tools to support service delivery
- Ensure the timely and successful delivery of our products and services according to needs and objectives
Qualifications:
- Proven work experience as an Account Manager, Key Account Manager, Sales Account Manager, Junior Account Manager, or relevant role
- Excellent written and oral communication skills
- Demonstrable ability to communicate, present, and influence key stakeholders at all levels of an organization, including executive and C-level
- Solid experience with CRM software (e.g. Salesforce CRM or HubSpot) and MS Office (particularly MS Excel and PowerPoint)
- Proven track record of thought leadership and problem-solving
- Experience delivering client-focused solutions to customer needs
- Experience with Omni-channel or automation solutions such as mobile app functionality or APIs
- Proven ability to juggle multiple account management projects at a time, while maintaining sharp attention to detail
- Experience with Business Intelligence (BI) or other data tools and comfort with complex reporting
Candidate Characteristics: The successful candidate will:
- Have outstanding customer service skills;
- Be extremely organized and can focus on the task at hand;
- Perform tasks with great care and accuracy;
- Logically think through issues and work to solve problems;
- Be able to communicate clearly and concisely, both written and verbal.
- Be proactive and following-up without being told;
- Be able to multi-task, working back and forth between multiple clients;
- Be able to learn quickly and retain what is learned;
- Have a professional and calm demeanor with always have a positive attitude;
- Be able to lead a clear and concise in person and virtual presentation;
- Be a team player and pitch in on other company tasks when needed.
Software Skills: This position requires demonstrated experience with the following software platforms:
- Microsoft Office products (Outlook, Word and Excel)
- Online meeting software Zoom, Teams , or the like;
- Communication solutions such as Slack and SharePoint
- Salesforce and HubSpot
- BI or other data tools
- Navigating mobile environments (Apple and/or Android);
- Navigating social networking platforms;
- Experience with mobile APIs and digital self service technology is a plus