Now Hiring: Client Strategies Manager

Roles And Responsibilities

The Client Strategies Manager (CSM) is responsible for assisting the client with the management of their quality program. The CSM is dedicated to the client but reports directly to J.Lodge Account Manager and will be expected to work directly with the client’s management staff, as well as their operations department, and call center vendors.

  • Understand the program in its entirety (Program/Business owners, call center locations, vendors, monitoring form, listening to calls and being able to evaluate, make recommendations, and identify trends)
  • Define areas of research (client profitability, customer retention)
  • Maintain close relationship with client to ensure you are providing everything they need
  • Attend all client-level training sessions, calibrations and/or listening sessions
  • Meet weekly with performance coaches and communicate any client updates
  • Create training modules for group analyst sessions
  • Delivery training to the analyst floor
  • Manage weekly client calibrations with vendors
  • Manage weekly/monthly reporting
  • Consistent open communication between you and the Account Manager
  • Prepare Project Proposals and present to the client

Qualification And Education Requirements

  • Exceptional communication skills, including grammar and composition as well as by phone and email
  • Project Management: Identify, Purpose, Complete, Deliver
  • Strong work ethic/self-motivated
  • Ability to prioritize and multi-task, working smarter vs. harder
  • Critical thinking and problem solving, thinking outside of the box
  • Disciplined to work independently but able and willing to work as a team
  • Business level understanding of database, reporting and analysis
  • Proficient knowledge of MS Outlook (account set-up, sending/receiving emails, creating and using signature, use of vacation or out of office messages, creating/cancelling/modifying a meeting invite, creating/cancelling/modifying recurring meeting invite, inviting others to meetings, setting up personal folders, utilizing task lists, creating contacts/distribution lists
  • Proficient knowledge of MS Excel (Advanced data entry, adding/removing columns/rows, building tables/charts/pivot tables, able to find and filter data
  • Proficient knowledge of Power Point (Selecting/modifying slide design, modifying view, inserting text/chats/pictures, use of animations, imbedding objects, training documents and spreadsheets, altering pictures, adding sound, saving as power point presentation)

Preferred Skills

  • Bi-Lingual (Spanish/English, spoken, written, and read)
  • Field Experience (any or all): Call Center Experience ( 5 + years), Telecommunications Experience (3 + years), Training & Development Experience ( 2 + years)

Required Skills

  • Sales Experience ( 5 + years)
  • Bachelors Degree or equivalent management experience

Job Title: Client Strategies Manager
Department / Group: Client Strategies
Date Posted: 10/9/17
Travel Required: Yes
Contact Person: Kristen Jones 
Contact Email: