Job Description: The Client Relations Manager will provide support for all functions within the Client Relations team with a focus on rate (schedule) inquiries, completion and follow up of rate (schedule) chart requests, fee changes/updates, general product questions, and agent and dealer portal support. Candidates work with the entire Global team to ensure the success of Global’s clients with professionalism and enthusiasm for all related concerns, issues, and direction for everything pertaining to sales while maintaining the company’s philosophies and principles.

Role and Responsibilities:
• To be the Global product knowledge expert in ALL environments that pertain to the role and responsibilities.
• Serves as the liaison for internal and external customers and responsible for consistently meeting and exceeding client expectations
• Field calls and emails from agents and dealers regarding rates, products, contracts, marketing materials, dealer agreements, dealer production inquiries, etc.
• Track all requested fee changes throughout the implementation process and communicate status to Management and Agents.
• Verifies the Global team is testing new dealership set-ups and changes within enough time to ensure and/all issues are resolved prior to launching in the dealerships.
• Work with Technical Support to ensure all testing of new products/system are completed and validated prior to implementation.
• Verifies that all internal commission schedules are inputted and coded correctly.
• Provide troubleshooting and problem resolution in client facing situations.
• Assist in developing, updating, storing, and distributing required documentation
• Create and document relevant processes and updates on a regular basis.
• Responding in accordance with Key Performance Indicators (KPIs).
• Provide guidance and assistance to all team members as needed.
• Fulfill all requests for assigned agencies.
• Run and analyze reports KPI report as requested and as needed.
• Take ownership on projects until completion and ensures success through proper documentation and follow up.
• Oversees training of client facing portals and onboarding process
• Consistently works towards providing the best customer experience in support of the company mission.
• Back up Client Relations Specialist as needed.
• Works under minimal supervision and fulfills all requests for assigned
• Other Job Duties as assigned.
• Responsible to work with all Global departments to address any client related issues. Confers with upper management regarding any escalated/unresolved issues and works towards necessary process improvements.
• Obtains input from COO on company projects and works to ensure they are executed.