Longevity Holdings (doing business through its subsidiaries ITM TwentyFirst, ITM, The Berwyn Group, Inc., Maple Life Analytics, LexServ, Fasano & Associates and PBI Research Services) is a fast growing company that provides senior longevity data, analytics and services to the pension, benefits, life insurance, structured settlement, and life settlement markets.
Longevity’s Client Services team is growing! We are seeking a talented Client Services Manager for an exciting opportunity to lead our Client Services Team entrusted with the management of the clients in the biggest revenue producing division within the company. This role is ideal for candidates who are motivated by the opportunity to build, develop, and lead a team which will be instrumental to the continued growth of the organization.
Overview
The Manager of Client Services is responsible for managing a team that maintains 1,000 client relationships (and growing) and associated revenue. The ideal candidate has experience developing organization structure, building a successful client services team, establishing appropriate processes and metrics, leading by example, and effectively communicating cross-functionally. Success in this position will be measured by the team achieving targeted metrics, including customer net promoter score, customer retention rates, new opportunities developed, and maintaining up-to-date customer payment efforts.
Essential Duties and Responsibilities

• Work with Client Services Director to segment client base and assign client service accounts and service requirements and develop organizational structure.
• Identify, establish, and monitor essential processes such as onboarding, client presentations, client communications.
• Develop with Rev Ops team and track appropriate success metrics: Retention, Net Promoter Score, Customer Payment Efforts.
• Work cross-functionally with sales and operations to build a successful client experience.
• Oversee invoicing and commission reports for reps.
• Manage a team of Client Relationship Representatives with the following responsibilities:
• Monitors client results and communicates the results to the client as well as provide analysis and recommendations for the overall performance.
• Identifies opportunities for maximizing client revenues and client satisfaction as well as solutions to client problem areas or needs.
• Manage a team of Client Support Representatives with the following responsibilities.
• Assist Finance in the timely collection of invoices
• Handle general client inquiries about system performance, generate custom reports and assist in building out internal user guides on CRM systems and our products
• Work with IT on system enhancements

Required Skills:

• 10 years client service experience, 5 years leading a team.
• An undergraduate degree in Sales, Business Administration, or relevant field strongly desired.
• Hands-on experience with CRM software and Microsoft suite of tools and Salesforce; Gong experience a plus.
• Experience in high-growth, fast-paced environments.
• Excellent interpersonal and team management skills.
• Superb communication skills.

Perks of working with us:

• Summer hours (Friday FLEX program): full time employees will be able to participate in our summer flex hours. Participating employees will enjoy a four-hour work day every other Friday (must still work 40 hours)
• WEX (lifestyle) funds: The company is committed to the continuous improvement and career development of employees. The purpose of the plan is to outline the resources available to support each employee’s career goals and company’s business needs.
• Career pathing: we develop a career path that identifies opportunities for advancement based on your unique skills, interests, career objectives, and details the steps needed to take.
• A sense of belonging: We are committed to offering a diverse and inclusive workplace.
• Virtual contests and giveaways plus team building activities

Longevity Holdings Inc. prohibits discrimination and harassment and will take affirmative action to employ and advance in employment qualified individuals based on their status as protected veterans or individuals with disabilities, race, color, religion, sex, national origin, sexual orientation and gender identity.
Our privacy notice is available at www.itm21st.com/longevity-holdings-privacy-notice/