Senior Client Services Manager (Remote - U.S.) at Interactions LLC

Posted in Management 8 days ago.

Location: Franklin, Massachusetts





Job Description:



JOB DESCRIPTION

Who is Interactions?

Interactions, LLC is the world's largest independent AI company. We operate at the intersection of customer experience and AI - two of today's most innovative and dynamic industries. Since 2004, we've helped leading companies like MetLife, Citi, Shutterfly, and LifeLock have millions of successful conversations, resulting in saving operational cost and increasing productivity.

Interactions' 5-year vision is to accelerate a transition from today's frustrating and uninspired customer service experiences into amazing conversational engagements! Allowing customers to communicate in their own words and on their channel of choice, to accomplish tasks, all without having to go through an agent. In doing this via our conversational AI engine, our customers benefit from dramatically improved customer experience and increased customer engagement, while also saving significant and demonstrable operational expenses.

Job Description

As a member of our Professional Services team, you will be engaging with customers to drive implementation and adoption and ensure our customers' success.

Support existing assigned accounts, new clients onboarding of larger complexity, and support at a higher overall level Work with other teams (CS, AM, Analytics, Design, PM, other internal teams as required).

The Senior Client Services Manager will be responsible for providing client services support for assigned accounts as well as working with the Account Management team to improve overall customer success.


  • Manage adherence to client and internal application, business case metrics, and profitability


  • Identify add on opportunity and work closely with Account Managers to drive those forward


  • Grow accounts by identifying and driving new product/revenue opportunities


  • Oversee new clients onboarding: first internal overview, business case meetings, documentation, setup site and some RDD reporting updates, reporting coordination, for UAT/Prod deploys, first live calls, etc.


  • Ensure reports delivered are as expected and modify as needed


  • Handle complex situations with high degree of organization, clarity, and resolution


  • Work to create and facilitate higher level, organizational initiatives which benefit CSO and company overall


  • Increase value streams by driving and following through on key innovation items


  • Assist management with tasks as assigned


  • Often works in conjunction with external teams on higher level initiatives


  • May act as a client educator providing high level detail and information as it relates to data, industry, etc.


  • Depending on the next chosen career path, develop relationships with clients and tool expansion such as Salesforce (AM), begin to learn technical aspects of the system (PM), or begin to assist with ADD and maintain/create RDD documents (Design)


Requirements:


  • Bachelor's Degree or equivalent experience. At least 6+ years in prior client facing roles.


  • Proven track record in creating, maintaining and enhancing customer relationships.


  • Extremely detail oriented in a fast-paced environment.


  • Technical competence- Intermediate to advanced Microsoft Excel, PowerPoint, etc.


  • High level of initiative and ability to work well in a team environment.


  • Excellent written and oral communication skills.


  • Plans and carries out responsibilities with minimal direction.


  • Ability to multi-task and prioritize issues in a complex environment.


  • Quickly understands the business issues and data challenges of client's organization and industry


  • Assists in the facilitation of team and client meetings, delivers informative, well-organized presentations, develops relationships with client personnel that foster client ties


  • Continually seeks opportunities to increase customer satisfaction and deepen client relationships.


Why Work at Interactions?

We've created a culture of people who are dedicated to helping each other and the company succeed. We take time to celebrate wins and recognize accomplishments. Whether it's a seasonal event or friendly competition, we're always thinking of new ways to have fun.

Our team's health and well-being is important to us. In addition to a full suite of benefits, we offer 5 weeks of time off with pay, 401k matching, paid parental leave and flexible work schedules. We are all committed to the company's success by being valued shareowners and are incentivized through individual performance and company results. Come join us!

Interactions is an equal opportunity employer and does not discriminate on the basis of race, color, religion, sex (including pregnancy, sexual orientation, and gender identity), national origin, marital status, age, disability or protected veteran status, or any other characteristic protected by law.