Client Service Manager

Summary

Join insightsoftware as a Client Service Manager (Partnerships) and ensure seamless service delivery to clients. You will manage high-value partnerships, address inquiries, and oversee ESPP administration. This role requires collaboration with internal teams and strategic partners, meticulous attention to detail, and strong problem-solving skills. Responsibilities include monitoring service delivery, safeguarding client data, and developing strong stakeholder relationships. You will also prepare performance reports, mitigate risks, and mentor junior team members. Success in this position is crucial for maintaining our organization's reputation and fostering long-term partnerships.

Requirements

• Bachelor's degree in Business Administration, Economics, Accounting, Finance, or related field required
• Minimum of 5 years of customer service-related experience, with a proven track record of excellence
• Demonstrated expertise in employee stock purchase plans is essential
• Advanced proficiency in Microsoft Office suite, particularly Excel, Word, PowerPoint, and Outlook
• Exceptional written and verbal communication skills are crucial for this role
• Capacity to excel in a collaborative environment, fostering productive relationships with team members and partners
• Superior analytical and independent problem-solving skills are imperative
• Exemplary organizational abilities to effectively manage multiple clients' tasks and issues in a high-pressure, fast-paced work environment
• Meticulous attention to detail, with a demonstrated ability to consistently deliver complete and accurate results

Responsibilities

• Ensure impeccable service delivery to an assigned portfolio of clients, maintaining the highest standards of professionalism and accuracy
• Engage with strategic partner counterparts to develop and implement client-specific procedures, address inquiries, and oversee all aspects of ESPP administration
• Serve as a liaison between internal teams and strategic partners, effectively managing expectations regarding support issues, product concerns, and requests. Maintain regular, clear communication with strategic partners regarding status updates and potential client impact
• Orchestrate schedules and planning with internal teams and partners to ensure timely processing and reporting to end clients, adhering strictly to deadlines and quality standards
• Collaborate effectively with cross-functional teams within insightsoftware, including sales, support, and engineering, to deliver timely and accurate client administration services
• Continuously monitor and evaluate service delivery processes, identifying and implementing improvements to enhance operational efficiency and client satisfaction
• Safeguard the integrity and confidentiality of client data, adhering to the highest standards of information security and privacy
• Develop and maintain strong relationships with key stakeholders within partner organizations, fostering trust and facilitating smooth communication channels
• Conduct regular performance reviews of partnership agreements, identifying opportunities for growth and areas requiring improvement
• Lead the onboarding process for new strategic partners, ensuring a smooth transition and integration into our service delivery framework
• Prepare and deliver comprehensive reports on partnership performance, client satisfaction metrics, and service delivery KPIs to senior management
• Proactively identify and mitigate potential risks in partnership operations, developing contingency plans to ensure business continuity
• Mentor and guide junior team members, fostering a culture of excellence and continuous improvement within the Client Service department

Preferred Qualifications

• CEP (Certified Equity Professional) certification strongly preferred
• Experience working with both private and public companies is highly desirable
• Proven ability to identify and implement process improvements to enhance operational efficiency