Client Service Coordinator (North-Eastern Coast Only)

Parasol Alliance : Client Service Manager

Position: Client Service Manager

Reports to: Director of Client Services

Company Overview

At Parasol Alliance, our mission is to bring strategy, innovation, and accountability to our clients' use of technology, enabling them to maximize profitability, growth, and success. Parasol Alliance is a technology solutions company exclusively serving the senior living field. We provide strategy and comprehensive in-house technology support, to help our clients make smart technology investments and effectively leverage technology to achieve their business objectives and enhance the lives of those who live and work in their communities.

We are a growing company that values and empowers our team members. If you want to work in a values driven, high performance culture and experience an exciting opportunity to be a part of a movement to transform our clients' technology culture, then this job is for you. We are seeking team members who are humble, hungry, and smart that take ownership and pride in their work to support the growth and success of our clients. We offer a remote-first work environment with unlimited time off and bonus opportunities. Join our award-winning culture and help us make a difference in the lives of those we serve.

We are proud to have won 23 Best & Brightest workplace awards and named Top 501 MSP in the world by Channel Futures

Position Mission

The Client Service Manager (CSM) is responsible for two primary functions within the company: (1) driving exceptional client relations that exceeds expectations and leads to increased revenue and retention with assigned clients and (2) overseeing the execution of all client-related services and technology projects within the scope of the client’s full-service contract.

Function 1: Drive exceptional client relations that exceed expectations and leads to increased revenue and client retention. The CSM will work directly with clients’ designated technology champions, often C-Suite members, to ensure seamless execution of the technology roadmap and day-to-day IT support. They work to develop and implement client service strategies that will increase revenue while providing an exceptionally positive experience for all the client accounts they are responsible for. The CSM ensures clients receive exceptional service while Parasol Alliance’s revenue goals are supported.

Responsibilities

• Oversight and accountability for client happiness. Ensure that Parasol Alliance exceeds client expectations at every level.
• Serve as the dedicated point of contact for their assigned sites providing support for satisfaction questions, regularly scheduled client meetings, budgeting, and strategic planning.
• Oversee the annual review process with each client to ensure client satisfaction targets are met and roadmap project alignment.
• Follow client service policies and procedures, ie change management, critical issues, project management, site ticket review, and procurement by defined standards to achieve or exceed department metrics.
• Oversight and execution of the change management communication process with clients including notifications, approvals and resolutions following change management and client communication standards.
• Work with each client on their annual budget planning to adequately prepare for the coming year’s technology initiatives.
• Oversight of client communication at all levels including site ticket review, project management, critical issues, procurement, and client satisfaction enquiries.
• The CSM is responsible for client experience, success and relationship management including oversight of customer satisfaction measurement and reporting.
• Oversight of the client technology strategy process from three-year strategic roadmaps.
• Follow client relations procedures, i.e., monthly, quarterly, and annual client processes by defined standards to achieve or exceed department metrics.
• Act as a liaison between all internal Parasol Alliance departments to address issues, plan strategy and oversee the customer experience from first impression through the entire client lifecycle.
• Lead quarterly meetings and ongoing review, execution, and support of the client’s strategic technology objectives within the roadmap.

Function 2: Oversee the execution of all services and technology projects within the scope of the client’s full-service contract. By following established procedures and policies for implementing and managing all client-related services for their assigned clients, the CSM serves as the technology strategist for the client accounts they are responsible for. In this function the CSM is responsible for oversight of the client’s technology strategy, annual reviews, quarterly meetings, quality assurance of service delivery, project execution and budgeting.

Responsibilities

• Oversee the annual review process with each client to ensure client satisfaction targets are met and roadmap project alignment.
• Oversight and execution of the change management communication process with clients including notifications, approvals and resolutions following change management and client communication standards.
• Oversight of the client procurement processes including quotes, contract management and ongoing purchasing needs for their assigned sites.
• Lead quarterly meetings and ongoing review, execution, and support of the client’s strategic technology objectives within the roadmap.
• Follow client service policies and procedures, ie change management, critical issues, project management, site ticket review, and procurement by defined standards to achieve or exceed department metrics.
• Work with each client on their annual budget planning to adequately prepare for the coming year’s technology initiatives.
• Oversight of the client technology strategy process from three-year strategic roadmaps.

Requirements

• Proven ability to develop, implement and manage operational strategy.
• Healthcare experience preferred; long-term healthcare support experience is a plus.
• The position is largely self-motivated and self-structured. The right candidate will be driven to be challenged and to succeed.
• Excellent communication and customer service skills are required.

The Right Fit

The focus of this position is working with and through others, building and maintaining relationships, and working closely and accurately within established guidelines. There is a need for an effective communicator, someone who can stimulate and motivate others while being aware of and responsive to their needs and concerns. There will be many different people to meet and work with. The person in this position must be friendly and genuinely interested in the business, agenda, and needs of others, including the company, its management, the team, the company's customers, or all the above. A persuasive, teaching style of communication is required to communicate the company's policies, programs, and systems. A faster-than-average pace will be the norm for this position. Detail work is a major focus of the job, and those details need to be handled quickly, correctly, and efficiently. This portion of the work will often focus on relationships with others; correct handling of details dealing with others is necessary to maintain and grow relationships. If the job involves managing others, following up carefully, closely, and cheerfully is required to ensure both correct work and maintenance of the relationships. Necessary corrections must be made in a constructive, supportive manner. As time is usually a factor, the work must be done on time, as well as correctly. In general, this is a position where guidelines, structure, and established policies must be followed closely, while working with and for others.

Benefits

• Medical, dental, vision, 401k
• Cell phone/internet reimbursement
• Certification reimbursement
• Unlimited paid time off