Client Support Manager

Company Description

Vericast is the financial institution (FI) performance partner. We help banks and credit unions drive growth, improve efficiency, increase engagement and navigate change through the power of data, technology and people. Our advanced analytics, data‑driven insights and integrated solution set enable better execution with agility, precision and scale. That’s why thousands of financial institutions look to Vericast and our 150 years of financial services expertise to help them achieve more.

For more information, visit  or follow Vericast on Linked In.

* The Client Support Manager I coordinates the implementation and day‑to‑day execution of Harland Clarke Contact Center Services programs. The Client Support Manager I serves as the primary point of contact for their clients on a daily basis, and as a liaison between the client and all supporting internal Harland Clarke resources. The Client Support Manager I is responsible for fostering a positive client‑company relationship.

The Client Support Manager I coordinates the implementation and day‑to‑day execution of Harland Clarke Contact Center Services programs. The Client Support Manager I serves as the primary point of contact for their clients on a daily basis, and as a liaison between the client and all supporting internal Harland Clarke resources. The Client Support Manager I is responsible for fostering a positive client‑company relationship.

KEY DUTIES/RESPONSIBILITIES

• Serves as the main point of contact for the client regarding project initiatives:
  Serves as the owner and liaison for client projects by channeling all project‑related communications with the client, outside vendors, internal team members and other company team members. Schedules and leads meetings and conference calls with the client and team members to review project initiatives and communicate updates on the progress, opportunities and financial implications of activities. Facilitates meetings with client and internal resources.
  
  Hosts client onsite visits as applicable. Conducts formal presentations. Travel to client or company locations may be required. 30%
• Day‑to‑day execution of Contact Center Solutions programs:
  Understands and supports the client program and project needs. Responsible for program implementation and setup; client communications; reporting retrieval, analysis and distribution; lead submission as applicable for the client campaigns. Ensures client satisfaction through oversight of service delivery and SLA attainment as applicable. Ensures project success through the identification and implementation of process improvements as necessary. Evaluates client requests against Project Work Orders to ensure contract adherence.
  
  Manages and supports several programs independently and simultaneously while meeting all deadlines. 30%
• Maintains documentation related to the client campaign:
  Follows all processes for project management documentation to include, program set up, internal change notifications, Service Now requests, etc. Maintains timely and accurate documentation in SharePoint and other online folders for all assigned projects. Develops status reports for assigned projects and distribution to team members. Develops written communications to inform team members of any changes in client requirements, project objectives and project roles.
  
  Maintains client requests and approval documents on items such as change orders. 30%
• Supports Marketing Services financial goals for monthly revenue and EBITDA targets :
  Provides estimated revenue on a weekly basis for all projects supported for the CCS forecast, including variance justification. Prepares monthly client billing for Accounting and supports accrual activities. Submits monthly invoices to client as applicable. Participates in CCS program profitability reviews. Supports pursuit and deployment of additional programs or growth opportunities with clients 10%

Requires a bachelor’s degree in business, marketing, communications or a related field, or requires knowledge, skill and mental development equivalent to the completion of four years of college, with courses…