Senior Client Servicing Manager

Role Overview

• Serves as the primary point of contact for Early Warning’s customers post-implementation.
• Provides high level support to remove customer support impediments by managing complex customer issues, driving decisions to facilitate projects, and clearing roadblocks.
• Represents the customer, their requirements, and facilitates discussions with internal departments for delivery of timely solutions.
• Escalate and manage issues and negotiate compromises with other organization leaders and customers as needed; updates case management system with actions taken.
• Support the planning and facilitation of quarterly customer forums and business reviews.
• Leads discussions with more junior team members to share knowledge and understand customer needs.

Requirements

• Education and experience typically obtained through completion of a Bachelor’s Degree in Business Administration, Operations Management or related field.
• 8 or more years of customer support and escalation experience.
• Demonstrated ability to leverage problem solving skills and appropriate technical tools to perform day-to-day support administration tasks, root-cause analysis, and service management (such as log interpretation and performance monitoring).
• Excellent written, verbal, and interpersonal communications skills.
• Utilize critical thinking skills, customer understanding and product knowledge to suggest product modifications or best practices of using EWS tools.
• Background and drug screen.

Benefits

• Healthcare Coverage – Competitive medical (PPO/HDHP), dental, and vision plans as well as company contributions to your Health Savings Account (HSA) or pre-tax savings through flexible spending accounts (FSA) for commuting, health & dependent care expenses.
• 401(k) Retirement Plan – Featuring a 100% Company Safe Harbor Match on your first 6% deferral immediately upon eligibility.
• Paid Time Off – Flexible Time Off for Exempt (salaried) employees, as well as generous PTO for Non-Exempt (hourly) employees, plus 11 paid company holidays and a paid volunteer day.
• 12 weeks of Paid Parental Leave
• Maven Family Planning – provides support through your Parenting journey including egg freezing, fertility, adoption, surrogacy, pregnancy, postpartum, early pediatrics, and returning to work.