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Associate Client Service Manager

Associate Client Service  Manager

Description:

The Associate Client Service Manager typically runs a small client under the direct supervision of a Client Service Manager.   

The ACSM responsibilities include:

Interfaces with client corporate contacts regarding day to day administration
Assist Account Executives during peak volumes
Initial point person for escalated communication or transactions from team
Attend client conference calls and meetings
Manage work flow of team
Supervise team members
Prepare weekly performance measurement tracking and reporting
Responsible for meeting client SLA terms
Prepare standard monthly reports for client
Prepare month end billing and enter into client’s AP system if applicable
First level contact to respond to client’s ad hoc requests using existing reports or browsers
Assist manager in preparing account review presentations
Trouble shoot portal errors and QC changes made to site
Maintain ML period and holiday table for SLA tracking
Set up new programs/funds for client
Perform simple html activities on portal including adding new document, changing message cent and adding new images to site message center
Send out email blasts for client
Demonstrate knowledge of Brandmuscle core competencies for assigned client and proactively learn offerings outside of assigned client
Overtime as required

Requirements:

Exemplary written and verbal communication skills

Excellent customer service and interpersonal skills required
Ability to manage relationships  in a fast paced environment
MS Office (Excel, Word, PowerPoint) Access a plus
Must be thoroughly computer /Internet literate and able to learn new software quickly

Understand ML period table and holidays for SLA tracking
Ability to perform simple html activities on portal
Understand client specific user levels on site and functionality available to each user level
Thorough understanding of account snapshot and reporting tool reports

Experience:

3+ years experience in call center environment and college degree

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