Client Solutions Manager Job in Torrance, California US
BASIC PURPOSE:
In partnership with the EIM sales force, retain key accounts and secure incremental business within existing clients. Manage all financials for assigned programs, including ongoing sales and margin forecasting. Serve as the EIM “point person” overseeing the organizational effort to launch and successfully operate client programs, guiding and providing counsel to EIM specialists in areas such as systems project management, communications and administration.
Client Solutions Managers serve as the primary contacts and program managers for EIM’s key accounts. They are responsible for orchestrating post-sale support for key client relationships, ensuring that programs continue to meet and exceed client objectives, and serving as a liaison between clients and internal cross-functional teams.
This Client Solutions Manager will work in the EIM West Division sales office, located in Torrance, CA, with a focus on managing West Division accounts.
· Consult with Account Executives and client contacts to understand clients’ objectives, competitive environment, distribution channels, and business challenges
· Develop and present strategic program enhancements, including new approaches to rules structures, program communications, participant learning initiatives, and ideas for system and reporting improvements
· Obtain program pricing from internal departments (e.g., IT, Communications, Merchandise, Travel) for inclusion in proposals
· Assist Account Executives in packaging/presenting to the client EIM’s recommendations for ongoing enhancements
· Actively seek improved efficiencies and strategic pricing approaches that will help to ensure maximum program profits; remain aware of resource hours as they relate to program monthly fees and work to help minimize hours where possible while maintaining client satisfaction
· Help ensure retention of current clients by managing overall program support and helping the program team to troubleshoot any issues
· Work with New Business Development team to gather information on newly sold programs; draft and manage completion of program agreements/contracts such as LOAs, Statements of Work (SOWs) and Master Agreements
· Complete Gross Profit Worksheets, or fine-tune as the financials for a newly sold program are confirmed prior to launch
· Schedule and conduct a launch kickoff meeting to include IT Project Development Manager, Client Program Coordinator, Communications Specialist, Account Executive and any pre-sale or other EIM specialists as needed. Develop and manage overall timeline for the client, leveraging individual timelines developed by various departments
· Manage ongoing timeline updates, keeping the Account Executive and client apprised, and help ensure that launch deadlines are met
· Serve as the “point person” overseeing the organizational effort to support a client’s program
· Troubleshoot general program issues that arise during the course of program operation. Identify appropriate solutions and facilitate resolution
· Maintain regular communications with Account Executives and client contacts as appropriate regarding account/program status and progress
· Understand all program financials and oversee overall program budgets. Manage ongoing forecast updates and preparation of annual financial plan
· Ensure that all program invoicing is issued with accuracy and on a timely basis, working with the Client Program Coordinator as needed to process invoice requests
· Evaluate program effectiveness, including ongoing client program reviews and internal account planning documents to help ensure continuous improvement
· Manage updates to program documents (LOAs, SOWs, Master Agreements, etc.), anticipating when program agreements are subject to client renewal
· Stay abreast of trends and developments in the performance improvement industry and help incorporate “best practices” into client programs and department operations
· Maintain competitive intelligence and research competitors’ effectiveness (if applicable) in managing prospective client accounts
· Perform any other duties as required or requested
· Create and foster an environment of mutual respect through the support of EIM’s Core Values by ensuring they serve as the guiding principles for actions and decisions in the workplace.
EDUCATION and TRAINING:
· Bachelor’s degree in Marketing, Management or other business-related field
SKILLS, KNOWLEDGE AND ABILITY:
· Five to seven years of progressive marketing or business management experience; experience in the performance improvement industry or in managing incentive or recognition programs is preferred
· Experience with call center incentives or call center operations is a plus
· Ability to consult with clients and develop strategic plans on their behalf
· Ability to effectively serve as a team lead for client programs/projects
· Proficient business writer, including proposal writing, analytical documents, promotional copywriting and writing for the web
· Excellent verbal communication skills including ability to communicate effectively with client contacts at senior levels; presentation skills a plus
· Ability to develop and manage client budgets and track and report account profitability
· Knowledge of business management principles, including familiarity with accounting concepts and spreadsheets
· Excellent organizational and time management skills; ability to manage and balance responsibilities among multiple projects and programs is required
· Analytical skills; able to eliminate obstacles to performance program solutions through creative and adaptive approaches
· Proficient in Microsoft Office; able to learn new software applications as needed
TRAVEL PROFILE REQUIRED:
Up to 15-20% travel to support program operations (e.g., client program reviews, planning sessions and proposals for program expansion)
