Description

As a Client Team Manager, your responsibility is to take ownership of client relationship(s), ensure the CTC’s on your pod are providing consistent and accurate updates, ensure we are utilizing our vendor network and meeting client SLAs, etc. Manage up to $5M in revenue. 

Daily Responsibilities: 

• Manage all clients that you are responsible for
• Be a point of reference for the team, provide guidance on any escalations, and assist in training/development of new or existing CTCs. 
• Delegate work for any CTCs that are out for the day
• Review each CTC’s dash of all open jobs on a weekly basis
• Take ownership and run scheduled client conference calls
• Ensure that you are meeting set company goals such as GM, Volume, etc.
• Review accounting exceptions and ensure they are brought to resolution.
• If there are any issues or concerns that require escalations to leadership, bring them to their attention and when possible, come prepared with a solution. 
• Use team views to assist in organizing your day and managing your clients and CTC’s. 

Managing Clients: 

• Monitor emails for communication from the client, and respond if you can retrieve the answer from the work order. If you cannot, then you will need to email the respective. 
• PC and acknowledge the client's email. Can use verbiage like “We are looking into it, circling back with our vendor, will advise shortly, etc."
• Manage new opportunities received, email acknowledgment to client when applicable, vetting work order to confirm information is correct, reassign to the CTC on the team and provide additional details that the coordinator may need to effectively dispatch/follow-up. 
• Review quotes from CTCs to vet for errors or discrepancies, when issues are found, review with the CTC. 
• Submit quotes to client within your parameters (Up to $10k)
• Ensure emergency and urgent tickets are handled correctly and timely.
• Where applicable, review client aging report and flag outdated tickets for PCs to review in time for conference calls and/or reports sent to the client directly.