What are the responsibilities and job description for the Client Manager position at Lanvera?
THE COMPANY
Lanvera is a leading CCM (Customer Communications Management) outsourcing and technology company specializing in the design, production, and delivery of secure customer communications including invoices, statements, tax forms, collection letters, compliance notices, and other business-critical documents to any delivery channel including print, electronic and mobile platforms. Lanvera has a strong presence in the Financial Services industry and is expanding into other vertical markets.
THE POSITION- Onsite 80%
As a critical member of the Client Services Department, the Client Manager will act as the main liaison
between our clients and Lanvera. A Client Manager is responsible for an assigned group of clients handling all aspects of Lanvera 's wide service offerings. A successful candidate will be a proven team player with attention to detail and the ability to problem-solve.
JOB FUNCTIONS
- Maintain and nurture multiple client relationships at an operational level
- Continually look for new ways to work smarter, increase effectiveness and improve client experience
- Partner with internal departments to resolve support tickets efficiently and with a high sense of urgency
- Provide client training and assistance with Lanvera products
- Proactively identify client issue trends, evaluate client satisfaction and take action on these trends
- Address customer complaints by providing appropriate solutions and alternatives in a timely manner
- Provide client support after hours (support shifts) at month end, in the evenings and/or weekends.
- Encourage client feedback through regular contact or quarterly reviews
SKILLS & EXPERIENCE
- At least 2-3 years of client management experience - Customer Service Oriented
- Bachelor's degree required
- Excellent oral and written communication and interpersonal skills for interacting and collaborating with clients
- Ability to de-escalate issues within an account
- Ability to manage competing priorities through to successful resolution
- Successful in fast-paced environments with tight deadlines
COMPANY BENEFITS:
Lanvera offers excellent benefits including three weeks of PTO, Health Insurance, 401K with dollar matching, profit sharing, and long-term disability.
Please send your resume and salary history to: stephanie.perry@lanvera.com