| Job title: |
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Client Services Manager |
| Job type: |
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Permanent, full-time |
Job location: |
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Culver City, CA |
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| Summary of position: |
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A Client Services Manager provides support to our secondary and post-secondary clients, communicating with their representatives on a regular basis to implement and maintain Xap hosted solutions, resolving technical and other client issues, and acting as a liaison between clients and Xap's technical team. This position may also respond to students and parents using Xap's solutions to quickly resolve any issues, contribute and participate as part of a group in presentations to clients, promote the sale of Xap products and services and prospect for new sources of revenue. |
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| Requirements: |
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Minimum of Bachelor's Degree |
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2 to 4 years experience in client services/account management |
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Strong customer relationship building experience |
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Strong organization, prioritization, time management, and follow-through skills |
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Experience working with senior level personnel |
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Prior hands-on working knowledge in using a Client Relationship Management system (e.g. Salesforce.com, SAP, NetSuite) |
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Ability to work on multiple accounts simultaneously, as well as work under pressure |
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Excellent interdepartmental coordination and cooperation skills |
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Excellent presentation, written and verbal communication skills |
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Excellent project management skills |
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Excellent problem-solving skills |
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Must be a self starter |
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Must have a passion for service |
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Proficient in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) |
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General understanding of SaaS, EDI, HTML, XML, Web 2.0 technology, database design, and database management is desirable |
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Familiarity with post-secondary student information systems (e.g., PeopleSoft, Banner, Datatel, Jenzabar) a plus |
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Knowledge of the admissions and records processes in post-secondary educational institutions is desirable |
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| Responsibilities: |
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Handles support issues from secondary and post-secondary school clients |
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Tracks support issues and ongoing communication with secondary and post-secondary schools clients in CRM system |
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Maintains ongoing communication with the client in ways that best meet client needs and expectations |
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Represents client perspective to others in company |
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Engages and monitors the efforts of internal resources to address client needs, concerns or problems, including overseeing: |
- Problem identification and resolution, including technical support issues
- Implementation of solution enhancements and/or updates
- Implementation of training
- Client input into solution evolution
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Consults with and advises client on best practices and optimal approaches to using Xap solution, including ways to optimize adoption and usage of solution |
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Identifies potential sales opportunities and engages with Sales Team |
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