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Senior Client Service Manager

Apply now Job no: 511613
Work type: Full time
Location: USA- Miami
Categories: Management
Office Location: Miami

We are looking for a Senior Client Service Manager to join our Global team

Job purpose

The Senior Client Service Manager is the person that is accountable for the development of TMF services to a portfolio of global clients through contract management of existing business. The key metric for the role will be the achievement of contracted revenues and client satisfaction measures against a portfolio of directly assigned global accounts.

The role works with clients where there is a degree of volatility, caused by a combination of non-standard scope, and change in the client’s agenda (for example rapid geographic expansion, M&A activity, centralisation of operations etc.) These interactions will be frequent and at multiple levels and will be defined within a contact strategy and formal governance process.

He/she is the single point of contact for regular interactions with the client senior and middle management at the operational (user) level, and TMF local offices. The focus of the role is as follows:

  • Development of an ongoing commercial and operational relationship with existing clients that ensures year on year delivery of contracted revenues
  • Delivery of contractual performance consistently across all countries ensuring contracted SLAs and In Year Contract Value is achieved. Review monthly revenue delivery and report against all know risks and opportunities associated with existing contracts to prepare a monthly revenue forecast.
  • Define and manage the contact management strategy with the Client and across TMF
  • Single point of escalation for both the client and TMF local offices for resolving any client related issues that may arise on an operational and commercial basis .
  • Assist the client with any queries through liaising with local TMF experts when necessary with particular focus on special projects that may require a specific business case and will require co-ordination of various TMF capabilities to enable execution.
  • Protect and grow contracted revenues & improve profitability over time through eradicating errors in local delivery, managing scope, managing change request and identifying new opportunities that grow TMF share of wallet.
  • Identify themes and trends and share with suitable internal stakeholders that identify opportunities for sustainable business improvement and new service opportunities

 

Key responsibilities

  • Maintain a Client Service Plan with includes a Service Improvement plan that directly addresses feedback from each client’s Customer Satisfaction Survey, reviewed Bi Annually.
  • Understand in detail the contract between TMF and the client, covering commitments to KPIs, SLA, scope of services rendered and pricing methodology.
  • Ensure that the contract is adopted into in life from the Global Transition Team during the onboarding process, ensuring that all non-standard variations are identified and ensuring all change requests for and variations to the scope are correctly approved.
  • Receive and understand reporting frameworks from the SDC using standard SDC templates:
    • Monthly billing reports
    • Monthly service delivery calendar
    • Change Request Note tracker
    • KPI performance reports.
  • Define and manage the operational (user) contact management strategy with the Client and across TMF to ensure contract governance is maintained. This is achieved through a minimum of:
    • A stakeholder contact strategy that defines the client and TMF stakeholders and their communications structure.
    • Monthly contract performance review consisting of SLA performance evaluation and action planning, CRN review and actions pending, billing review and actions pending, key project action review where appropriate to and to include as a minimum a review of the actions arising from the client’s customer satisfaction survey.
    • Quarterly Service Review with senior Client stakeholders (including Account Director and TMF Executive Sponsor where relevant) consisting of; review of service performance actions achieved and actions ongoing, a half yearly (mid year and year end) review of the client’s Customer Satisfaction Survey feedback, an assessment of service delivery actions in place and agreement to any mutual changes that may be required based on the survey results, review next quarter contract deliverables and ensure readiness for delivery, review status of major projects and underpin plans to future project delivery to ensure delivery remains on track, agree client forward looking future requirements for feedback to local offices and Account Director.
    • Annual Contract Review – undertake a full contract review to ensure that the scope of the contract remains relevant in all areas both in terms of scope, volume and pricing. Identify if any contracts parts require renewal in the next 6 months and agree a plan with the client to ensure all contracts remain current. Confirm that operational readiness for the year ahead is in place (e.g. monthly delivery calendars, key compliance dates, review contact strategy, major projects identified and readiness milestones are agreed, invoicing and payment is within acceptable tolerance of no greater than 30 days overdue).
  • Be the primary escalation point for contracted service delivery issues and for the management of the Client Escalation Matrix. Work with the TMF operational delivery teams and the client to resolve any service issues that result from either TMF or the Client. Ensure all issues are documented using the issue resolution format adopted as a standard CSM methodology.
  • Work directly with the senior management team (MD/DCS) within the local office or sub region to resolve issues both at a tactical and causal level with sustainable outcomes. Escalate any structural issues that require additional resources to be deployed to senior management of TMF and the client with recommendations for resolution of issues when required.
  • Forecast contracted business on a rolling 12 month basis using client and market insight to support assumptions where required
  • Identify where changes to scope are required. Define, price and negotiate the necessary changes by gaining input from local country teams and the relevant client contacts. Ensure all contractual and pricing changes are agreed and administered through change requests, contract amendments or new work orders as necessary.
  • Based upon monthly reports provided by the SDC, ensure that TMF is correctly billing the client in all service locations. Deliver the expected revenue values as defined in the contract year on year, escalating any adverse variances to senior management with causal analysis and recommendations for mitigation of revenue shortfall.
  • Manage debtor days and resolve any issues causing late payment when these are escalated in line with the billing policy for Global Clients.
  • Proactively identify opportunities for additional new services work with the assigned Account Director to support him/her in the development of these initiatives with operational support.

 

Critical competencies for success

 Contract Management

  • Provides consistently high quality service.
  • Cultivates and maintains good working relationships with the client and TMF stakeholders.
  • Is able to understand diverse client needs and provide appropriate solutions; effectively balances the needs of TMF and the needs of the client.
  • Collaborates across service lines to deliver the power of ONE TMF.
  • Educates client and TMF delivery teams and shares information to build their understanding of services, issues and solutions.

Strategic/analytical thinking while action oriented:

  • Able to analyse situations critically and objectively to ensure transparency in problem definition.
  • Strong problem solving skills understanding cause and effect and able to plan solutions accordingly – championing new solutions where necessary.
  • Proficient with numerical analysis - forecasting billing performance against contract and identifying positive or negative variances, able to analyse root cause and take action to optimize revenue achievement.
  • Identifies breakdowns in internal processes and systems that directly impact client services and takes action to meet client needs and concerns.
  • Makes timely decisions, takes proactive measures to pursue an opportunity, address an issue or prevent a problem.

 

Communication skills:

  • Understands the principles of Key Stakeholder Management and plans a contact strategy appropriate to each element of their stakeholder plan.
  • Uses language and style of communication appropriately and applies discretion when necessary.
  • Has the ability to articulate results and ideas in a concise manner using a variety of media and formats, and be persuasive and convincing in front of a challenging audience.
  • Is fluent, clear and concise in written and oral communication.
  • Competent with the use of key business software (Outlook, Word, Excel and PowerPoint as a minimum set) and hardware (PC, smartphone).

Technical skills/Job Specific skills

  • Experience of basic Project Management principles: able to identify key deliverables/structure key activities into work assignments; plan timing and work, monitor progress; priority setting/adjust appropriately to changing demands.
  • Self-organization / time management: has the ability to organize  and execute tasks within a specific timeframe; has the ability to deliver outstanding work to tight deadlines and manage a diverse workload; pays attention to detail and delivers high quality work products.
  • At least five years of experience working in a client-facing environment, with a good track record of delivering services and growing revenues against client requests.
  • At least five years’ experience of managing against a commercial contract – understands the contract model and is able to articulate contractual (commercial legal) terms.
  • Ability to collaborate and to drive change in an international matrix environment across a broad set of cultures and business practices. Flexible and able to thrive in fluid environments, without the need for rigid structure.
  • Able to travel internationally when required meeting Clients face to face.

Professional Qualifications

  • Bachelor’s degree or relevents professional qualification
  • Able to work in English (additional languages is a plus)
  • Professional project management training is a plus

Other Leadership Characteristics

  • Focuses on the customer.
  • Acts with the highest level of integrity, generating trust and protecting client’s interests.
  • Builds, engages and influences people that are not under a direct report.
  • Drives for results with integrity.
  • Embraces and drives for change and is an entrepreneur.
  • Proactively plans personal development through a combination of self-initiated research, training and coaching.

 

Advertised: Eastern Daylight Time
Applications close: Eastern Daylight Time

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