Client Services Manager

In the Client Services position you will be tasked with providing customer support to all clients, users, and DRN employees as required with onboarding, setup, training, and upgrades of all DRN legacy and new user interface products. This will include all products and services for Auto Finance, Insurance, and New Markets Clients. Candidates will be expected to work with clients both remote and onsite. This sales support role will also handle highly sensitive and confidential matters with complete discretion and also manage a diverse workload.

Client Services Manager - Responsibilities

• Complete customer setups, onboarding, and training on all new and existing DRN products for all clients.
• Assist clients in troubleshooting issues within our UI, websites, and integrations with other approved platforms.
• Submitting trouble tickets and working with product and development teams for any issues or bugs requiring additional support.
• Respond to clients, prospects, and DRN employee’s inquiries and requests in person, via telephone, ticket system, e-mail, and/or chat in a timely manner.
• Perform onboarding, setup, training, upgrades, and break-fix of all DRN legacy and new Ul products.
• Identify growth potential within existing clients based on monthly reporting.
• Accept inbound and perform outbound telephone calls from current customers.
• Ensure professionalism when providing online or onsite client training.
• Develop technical bulletins, documentation and training course/video content.
• Attend technical training sessions within the company or at other locations to keep abreast of new technology and product developments. In addition to completing Motorola assigned courses.

Client Services Manager - Expectations

• Increase knowledge of the Industries that fall into the DRN Verticals, including Collection, Skip Tracing and Insurance laws, regulations, and techniques.
• Provide exemplary customer service, support and/or training to Clients, Users, and DRN employees.
• Improve public speaking skills for onsite or virtual training.
• Assist customers with uploading batch files to help maintain their portfolio in our UI.
• Compile DRN repo reports and client utilization reports as needed, and send to clients to review and or discuss.
• Perform routine contact with clients to ensure proper usage and all needs are met.
• Perform routine analysis of customer usage.
• Assist with affiliate activation/deactivation for DRN LPR providers.
• Assist accounting with notifying clients of past due invoices and collection efforts.
• Deactivation of accounts due to non-payment or termination of contract.
• Evaluate customer usage and identify customers that may need a price adjustment due to an increase/decrease in usage, repossessions, or portfolio size.
• Coordinate with a multitude of departments – Operations Team, to resolve client and system issues that are more technical in nature. Sales Team, to negotiate the addition of products or price increases with customers.
• Attend technical training sessions as needed, within the company or at other locations to keep abreast of new technology and product developments.
• Help identify clients that would be ideal for client testimonials.

Additional Responsibilities

• Develop technical bulletins, documentation and training course/video content.
• Maintain accuracy of the DRN client sheet.
• Manage efforts with the DRN Sales Team to negotiate the addition of products or price increases with customers.
• Review team activities (Calls and Emails) to ensure the team is working efficiently.
• Join weekly team meetings to keep the team up to date on business needs, product developments, and current system issues.
• Coordinate marking correspondence and testimonials from clients.
• Incentive Goals include maintaining and growing a specific book of business within the accounts managed by Client Services.

Basic Requirements

• 1+ years of experience in one of the following: Sales Support, Administrative or Customer Service.
• Legal authorization to work in the U.S. indefinitely is required. Employer work permit sponsorship is not available for this position.

Travel Requirements

Under 25%

Relocation Provided

None

Position Type

Experienced

Referral Payment Plan

Yes

Our U.S. Benefits include:

• Incentive Bonus Plans
• Medical, Dental, Vision benefits
• 401K
• 10 Paid Holidays
• Generous Paid Time Off Packages
• Employee Stock Purchase Plan
• Paid Parental & Family Leave
• and more!