Sr Mgr, Client Program Management Job in Nashville, Tennessee US
Sr Mgr, Client Program Management
Job Title: Senior Manager, Client Program Management Department: Client Services Reports To: Senior Manager, Client Program Management FLSA Status: Exempt Job Purpose The Senior Manager Client Program Management is responsible for exceeding client expectations and selling Asurion's value proposition through the effective delivery of client programs, services and initiatives. Reporting to the Senior Manager CPM, the Senior Manager serves as a program and project relationship manager and key interface between Asurion and one or more of the client's headquarters and regional operations teams. The role also identifies new opportunities to sell in Asurion products/services, drive cost savings, value creation and integration between the client and Asurion. Essential Duties and Responsibilities Relationship Management · Act as an operational and project relationship manager with one or more of the carriers teams (including Product, Care, IT, Supply Chain, Legal, Finance organizations) who oversee Asurion's products and services and supporting projects at carrier's headquarters. · Cultivate key client relationships and participate in regular client project, technical and operational meetings with appropriate level client contacts. · Develop and maintain strong cross functional partnerships with internal Asurion suppliers to ensure effective and consistent client service and development and delivery of projects and activities on the client's roadmap. · Manage client program performance expectations. Continually enhance client and subscriber satisfaction and perceptions. Ensure performance standards, service delivery SLAs and project deliverables are set and exceeded. · Provide support for executive escalation for any contract performance issue for the appropriate client team. · Responsible for managing requested addendums, exceptions or extensions as it relates to the client contract. Program Management · Drive the development and execution of specific strategic and tactical client programs to enhance customer satisfaction and create long term value for the client. · Ensure all contractual obligations are fulfilled for the client. · Key interface to client on operational, project and technical issues for one or more operational areas (e.g., software delivery and system enhancements, project deliverables, process and policy revisions, success stories, escalations, outages, etc.) · Develop, prioritize and manage short and long term program and client initiatives for one or more operational areas. · Propose and implement program modifications or enhancements based on performance analysis and provide insights regarding tradeoffs and payback. · Deliver subject matter expertise on the client organization and initiatives and serve as a client advocate within Asurion operations. · Provide feedback to internal functions to foster continuous improvement and improve on key program elements. · Assist with preparation of proposals, presentations and other materials for the client which help sell and solidify Asurion's value proposition. · Collaborate with the broader Asurion Client Services team for assigned account to maintain a coordinated account strategy · Collaborate with the broader Asurion Client Services team to sell in new products and/or services. Operational Service Delivery · Manage service delivery while monitoring daily operations and process improvement activities. · Swiftly ensure resolution to client escalations by partnering with Product Operations team. Facilitate diagnosis and resolution on operational related client issues, inquiries and escalations. · Recommend and develop performance metrics and regularly reviews with the client. Collaboration · Develop strong working relationships with the Product Operations teams and other functional groups with Asurion that support the client. Skills Experience · Strong communication/presentation skills and appropriate client presence · Ability to present highly complex results and requirements at managerial client levels, as well as internally at regular Operations meetings · Ability to drive and appropriately prioritize client requirements · Strong client relationship management skills · Solid understanding in one or more of Asurion's operational business functions, including Care, Supply Chain, Program Management, Finance, Marketing and IT · Strong business acumen and financial skills · Strong analytical skills and ability to manage large scale projects/programs · Strong collaboration and cross functional partnership skills; ability to influence internal colleagues from all business functions · Exceptional interpersonal, verbal and written skills