Client Services Manager
Location: US, MO, Kansas City
Department: Business Operations
Employment type: Full-time
Required education: Bachelor's Degree
Industry: Information Technology and Services
Function: Accounting/Auditing
Company profile: Located in the heart of downtown Kansas City, we’re redefining the future of fan engagement and innovative business solutions to impact world-class brands, teams and venues.As sports veterans, we understand the limitations of existing software solutions for our industry. Our goal is to create new dynamic solutions designed specifically for our peers.
Description: ResponsibilitiesResponsible for establishing and maintaining a strong, long-term relationship with Client(s)Enable an active, positive engagement between the Client and Sporting InnovationsDevelop communication channels with Client and listen to Client needsEffective, timely and accurate client communications (oral and written)Work with Client to effectively set and measure expectations, including establishing and reviewing key Client performance indicatorsHandle all change management during the engagement with the ClientSetup quarterly solution review sessions with Clients and provide feedback to the sales, marketing and product teamsBe proactive in identify Client issues in advance and immediately resolve Client issues effectivelyEffectively communicate to Client timelines and future updatesSupport multiple Clients at the same timeProvide organizational stakeholders and groups with feedback on engagement, milestones, Client strategies, solution enhancements, and other key initiativesIncludes, providing feedback to stakeholders and strategists in terms of customer requirements, market intelligence, trends, etc.Work in collaboration with Product Development to incorporate Client feedback and deliver iterations and enhancements to the solutionProactively aggregate Client issues, feedback and other Client information to support Client needsEffectively communicate Client requests to internal groups and work with Product Development to incorporate into release timelinesEnsure the successful and optimal utilization of FAN360 solutionsHelp Client meet their objectives through the utilization of our product and help them develop utilization strategiesIncludes utilizing data analytics to identify and resolve potential issues, modifications, an/or challengesProvide clients with FAN360 product support and problem solvingManage new client implementation and integration projects in coordination with other internal groupsInitiating and participating in project planning sessions with both internal and Client’s key stakeholderWork with business development to secure clients during the sales processSupports the organizations overall sales and revenue retention strategyCreate proposals, cost analysis models, and other analytical reportsBuild client relationships and assist during the finalizing of contractsProviding advice and supplying best practices to improve solutions operations and initiativesAbility to initiate and lead the sales process when requiredIdentify new opportunities for potential business and/or Clients salesAssisting in the growth of Sporting Innovations solutions and services business
Requirements: College degree with 5-8 years experience in an account management or client services in a corporate or agency settingAbility to effectively communicate and relate to multiple levels of a client’s organization (staff, general counsel, C-Suite)Experience in providing high value, courteous, and knowledgeable Client serviceHigh level of initiative and works well in a team environmentHandles stressful situations and deadline pressures wellPlans and carries out responsibilities with minimal directionConsultative and problem-solving skillsClient service and solution orientedStrong business and financial acumenAbility to upsell FAN360 solutions and servicesAbility and willingness for occasional travel to client sitesBasic understanding of technology and software systemsGood organizational skills, including time managementStrong writing skills and proficient in Microsoft Office Suite
Fraudulent: 0