Sr Mgr, Account and Client Services

JOB DESCRIPTION

Job Summary

The Senior Manager, Account and Client Services role will lead a team of Client Specialists and Account Specialists within the broader Account and Client Services Organization.

This role will have supervisory accountabilities and will have direct reports.

This Senior Manager role will be accountable for the success of the team and will serve as a primary point of contact on behalf of this team for organizational projects, improvements, and initiatives.

This role will have primary focus areas in team performance reporting, all new-hire training, and continuous training and learning for the broader team.

Responsibilities



* Includes supervisory accountabilities with direct reports


* Serve as a subject-matter expert on all CWB systems, processes, and products


* Assist the Account and Client Specialist team with extensive and complex escalations and at-risk customers


* Serve, as needed, as the primary representative of the Account and Client Specialist team on project work, process evaluations, and broad escalations


* Own the Training process for the Account and Client Specialist team, including the Onboarding of new hires


* Serve as the point for continuous improvement and increased efficiencies for the Account and Client Specialist team


* Own and manage the repository of Standard Operating Procedures for the Account and Client Specialist team


* Serve as a primary partner for the Account Management and Account Executive Organization, working to enhance the partnership between the teams


* Serve as the primary liaison and representative of the Account and Client Specialist team with all internal and operational business areas


* Assist with the distribution of work across the Account and Client Specialist team, as needed

COMPETENCIES



* Focus on Customers - Build strong customer relationships and deliver customer-centric solutions.


* Make Quality Decisions - Make good and timely decisions that keep the organization moving forward.


* Communicate Effectively - Develop and deliver multi-mode communications that convey a clear understanding of the unique needs of different audiences.


* Value Differences - Recognize and leverage the value that different perspectives.


* Optimize Processes - Know the most effective and efficient processes to get things done, with a focus on continuous improvement.


* Drive Results - Consistently achieve results, even under tough circumstances.


* Take Action - Take on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm.


* Work Resourcefully - Secure and deploy resources effectively and efficiently; proactively solve problems that may arise.


* Collaborate - Build partnerships and work collaboratively with others to meet shared objectives.


* Develop Self - Actively seek new ways to grow and be challenged using both formal and informal development channels.
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