Job Summary: 

• Managing all steps, phases, and activities to execute the Client Experience Journey process
• Coordinating and leading welcome and orientation for new clients
• Developing and implementing account delivery and execution plans
• Conducting quarterly business reviews (QBRs) with clients
• Developing ongoing customer engagement in part through providing opportunities for increased product adoption and training
• Monitoring of overall client health and identification of any potential renewal risks
• Assisting clients with their participation and involvement in community engagement activities and sites
• Managing the client and client relationship during all periods of support escalations
• Positioning new product releases to increase client adoption and usage
• Assisting all company with identifying customer goals/values and cross-sell and up-sell opportunities, as well as being involved with renewal processes

Skills on Resume: 

• Project Management (Hard Skills)
• Client Onboarding (Hard Skills)
• Account Management (Hard Skills)
• Client Relationship Management (Hard Skills)
• Customer Engagement (Hard Skills)
• Risk Management (Hard Skills)
• Community Engagement (Soft Skills)
• Sales Support and Strategy (Hard Skills)

Job Summary: 

• Providing best practice recommendations, assisting clients in solving point-in-time challenges
• Partnering with the client to support the overall goal of increased satisfaction
• Serving as an internal advocate for the client, helping to drive support and change when necessary to help the client achieve their business objectives
• Serving as project manager and executing tailored plans, both internally and externally, and proactively providing next-step support
• Managing the customer experience through regular meetings, recommendations, and crafting of responses back to customers after internal alignment
• Executing client outreach strategies such as lunch & learns, faculty adoption strategies
• Escalation, identifying SMEs, meeting with SMEs to support identified issues, providing PM direction and focus
• Acting as an information conduit from Blackboard and the industry to customers
• Providing the latest information on both Blackboard products & services and industry trends
• Identifying new solutions for customers

Skills on Resume: 

• Consultative Problem Solving (Hard Skills)
• Client Partnership (Soft Skills)
• Project Management (Hard Skills)
• Customer Experience Management (Soft Skills)
• Client Outreach and Engagement (Hard Skills)
• Escalation Management (Hard Skills)
• Industry Knowledge and Communication (Hard Skills)
• Solution Identification (Hard Skills)

Job Summary: 

• Establish a relationship with primary client contacts and decision-makers within assigned accounts and maintain frequent communications.
• Manage a portfolio of accounts to drive satisfaction via success plans
• Motivate client optimization and expansion through client initiatives (webinars, events, conferences, campaigns, communications, etc.)
• Nurture relationships to achieve strong client advocacy
• Translate the ‘voice of the client’ and communicate client interests to internal departments
• Lead 1:1 and collaborate with internal stakeholders on many client sessions to enhance understanding of solutions and increase C-SAT
• Assist with onboarding of new clients
• Ensure ongoing accurate forecasting and documentation within the Client Relationship Management repository
• Work closely with the service organization to maintain a continuous knowledge of account status to identify potential issues and/or opportunities within or related to the client
• Identify at-risk accounts and manage the escalation process, to include immediate actions
• Identify and cultivate additional product and/or professional service opportunities
• Incorporate strategic and consultative selling techniques throughout the sales process for renewal and upsell opportunities
• Document all client-related activities for each client within the internal systems.
• Stay well informed about current higher education and EdTech industry trends.
• Possess and maintain knowledge of the required products and solutions to recommend best practices and suggestions to clients

Skills on Resume: 

• Relationship Building and Management (Soft Skills)
• Account Management (Hard Skills)
• Client Engagement Initiatives (Hard Skills)
• Client Advocacy (Soft Skills)
• Internal Communication (Soft Skills)
• Collaboration with Internal Stakeholders (Soft Skills)
• Client Onboarding (Hard Skills)
• Forecasting and Documentation (Hard Skills)

Job Summary: 

• Manages multiple collaborations with business units to streamline processes and enhance client journeys that deliver a tangible return on investment
• Bring in customer insights from the VOC platform and evaluate operational/processing data 
• Identify enhancement opportunities, ultimately enabling operational work teams to prepare their blueprint of the ideal future state.
• Engages and collaborates with cross-functional teams 
• Map out current activities/processes and help redesign experiences that deliver enhanced value to clients (from discovery through implementation).
• Develops rigor and discipline for how cross-functional teams explore and understand emerging issues/opportunities 
• Develop a process for evaluating and understanding what clients value in redesigned experiences.
• Works with Leaders to guide the implementation of redesigned journeys and helps to assess whether expected ROI is being realized
• Works with Leaders to identify/modify key operational/business metrics in service of clients (CX operational key performance indicators)
• Manage and delight customers during service appointments, as well as triage new customer inquiries proactively
• Coordinate with vehicle technicians to ensure seamless client experience from start to finish
• Manage appointments including scheduling, communication, and payments
• Leverage service and valet software to keep meticulous records of all client interactions and service
• Identify opportunities to improve customer experience and continuously find operational efficiencies to work smarter

Skills on Resume: 

• Process Optimization and Collaboration (Hard Skills)
• Customer Insights and Data Analysis (Hard Skills)
• Process Mapping and Redesign (Hard Skills)
• Cross-functional Collaboration (Soft Skills)
• Operational Metrics Development (Hard Skills)
• Customer Relationship Management (Soft Skills)
• Appointment and Service Coordination (Hard Skills)
• Continuous Improvement (Soft Skills)

Job Summary: 

• Understands client's specific needs and sets clear product/process expectations.
• Build strong relationships with clients that are fostered by gathering customer feedback and needs in real time.
• Uses information from the client experience to gain insights from the customer's unique perspective to augment the customer experience and cultivate customer loyalty.
• Map the customer journey and identify opportunities to proactively intervene on the client's behalf.
• Develop listening points in the customer journey, define segmentation of customer base and varying strategies, and identify opportunities for continuous improvement.
• Continually review and evolve the collection of processes used to track, oversee, and organize every interaction between the customer and vivacity throughout the lifecycle.
• Act as a customer advocate and liaison to improve the overall quality of service provided to customers by all product and operational areas.
• Owns and drives exceptional client outcomes - considers the bigger picture to identify long-term solutions for the client, analyzing and interpreting client data to identify trends and develop strategy.
• Perform quality controls and monitor KPIs.
• Direct root cause analysis and guide product quality control by coordinating resolution and escalation of customer issues, application bug reports and enhancement requests.
• Serves as a high-level point of contact and demonstrates strong product knowledge 
• Assisting in the development of product enhancements through active participation.
• Works closely with Operations and Product areas on behalf of clients to deliver proactive solutions through targeted client outreach and programs
• Providing new product enhancement ideas and market (End-user) intelligence.

Skills on Resume: 

• Understanding Client Needs and Setting Expectations (Hard Skills)
• Building Strong Client Relationships (Soft Skills)
• Customer Insights and Experience Enhancement (Hard Skills)
• Mapping Customer Journeys (Hard Skills)
• Segmentation and Strategy Development (Hard Skills)
• Process Improvement and Oversight (Hard Skills)
• Customer Advocacy and Liaison (Soft Skills)
• Analytical Skills and Strategic Thinking (Hard Skills)

Job Summary: 

• Assesses the needs of providers and defines and implements necessary changes to provider services/management processes and approaches to most effectively and efficiently meet those needs.
• Partners with internal groups to ensure effective and efficient end-to-end problem-solving and provider delivery processes and accountabilities.
• Track and trend key provider issues that require research/investigation, escalation, or matrix partner coordination to reach a resolution
• Collaborates with matrix partners and other internal resources to resolve escalated, complex, and sensitive provider issues
• Provides solutions to improve overall services that focus on the value proposition
• Understand provider business needs, participate in solution development and effectively communicate solutions to ensure provider satisfaction
• Delivers effective verbal and written communications appropriate to internal and external audiences
• Engage providers or other customers with training and communications related to new programs
• Keep customer updated on active known issues or NextGen notifications that may be pertinent to their system utilization
• Establish proactive problem-solving, troubleshooting, planning and implementing procedures and policies to keep the customer happy

Skills on Resume: 

• Needs Assessment and Solution Implementation (Hard Skills)
• Cross-functional Collaboration (Soft Skills)
• Issue Tracking and Trend Analysis (Hard Skills)
• Escalation Management (Soft Skills)
• Service Improvement Solutions (Hard Skills)
• Understanding of Provider Business Needs (Hard Skills)
• Effective Communication (Soft Skills)
• Training and Customer Engagement (Soft Skills)

Job Summary: 

• Responsible for all functions of the client experience with estate management homeowners, guests, vacation tenants and realtors.
• Exclusive client concierge planning and creation of experiences for guests
• Property management, inspections, project oversight and communication
• Customized and personal service for each client’s needs
• Assist with realtor-related concierge services
• Assist clients with all requests before arrival and throughout their stay
• Business development and passion for sales
• Schedule and coordinate with vendors, owners and tenants
• Establish credibility with key customer decision-makers and influencers
• Coordinate weekly or monthly calls with key stakeholders upon request, including delivery of appropriate follow-up documentation

Skills on Resume: 

• Client Relationship Management (Soft Skills)
• Concierge Services (Hard Skills)
• Property Management (Hard Skills)
• Customized Service Delivery (Soft Skills)
• Realtor Services Assistance (Hard Skills)
• Vendor and Stakeholder Coordination (Hard Skills)
• Business Development and Sales (Hard Skills)
• Communication and Stakeholder Engagement (Soft Skills)

Job Summary: 

• Managing multiple clients (up to 30) at one time and building relationships for long-term success.
• Ensuring compliance with all ERISA regulations in the performance of the Signature Services.
• Attending implementation and ongoing service calls with clients 
• Provide quarterly results, troubleshoot issues and advise the team when concerns arise.
• Understanding, interpreting, and providing communication to clients about customized portals as well as benefit plan design.
• Coordinating ongoing system audits to ensure accuracy and quality. 
• Serving as escalation, from the call center, for client issues and employee inquiries.
• Participating in meetings to review functionality issues and service discussions.
• Update all activity in CRM and shared Reporting Tools
• Available 24/7 to support customer issue resolution

Skills on Resume: 

• Client Relationship Management (Soft Skills)
• ERISA Compliance (Hard Skills)
• Client Communication (Soft Skills)
• Service Call Attendance (Hard Skills)
• Issue Resolution (Hard Skills)
• System Audits (Hard Skills)
• Escalation Management (Soft Skills)
• Meeting Participation and Documentation (Soft Skills)

Job Summary: 

• Serve as an overall account manager and the main point of contact for customer issues
• Develop project scopes, goals and strategic plans by interviewing the customer to identify client challenges and suggest solutions
• Utilize this data to be proactive versus reactive in the future
• Use independent judgment to plan, execute and direct project tasks at the customer, as well as internally within TSI Healthcare
• Achieve the objectives on time and at a level of high quality
• Ensure customer projects are staying within the scope and financial budget established
• Complete thorough analysis, exercise the best judgment, and consult with Customers and/or management when situations require the need to go outside the initial scope and budget
• Serve as customer’s guide through NextGen upgrades
• Monitor the performance of project team(s) and support team(s), making sure those teams are addressing the issues within standard response times and effectively communicating with you and the customer
• Assist with escalation of issues when resolution is not delivered in a timely or quality manner

Skills on Resume: 

• Account Management (Soft Skills)
• Project Management (Hard Skills)
• Proactive Problem Solving (Soft Skills)
• Independent Judgment (Soft Skills)
• Time Management (Hard Skills)
• Budget Management (Hard Skills)
• Analytical Skills (Hard Skills)
• Issue Escalation and Resolution (Soft Skills)

Job Summary: 

• Attend client meetings with the Practice Principal and team to deliver an exceptional client experience.
• Build relationships with service clients to help them achieve their personal and financial goals.
• Take ownership of ensuring accurate client information is recorded in relevant internal systems.
• Embrace dynamic interactive technology such as Astute Wheel & My Prosperity to enhance the client experience.
• Review and understand compliance documents in preparation for presentations.
• Liaise with the operations team to ensure the recommendations are implemented in a timely and accurate manner.
• Job progression to eventually manage client relationships
• Manage problems and incidents impacting services including post-mortem follow-up
• Provide proactive notification of service-impacting incidents, planned maintenance activities

Skills on Resume: 

• Client Relationship Management (Soft Skills)
• Attention to Detail (Hard Skills)
• Technological Proficiency (Hard Skills)
• Compliance Knowledge (Hard Skills)
• Operational Coordination (Hard Skills)
• Incident Management (Hard Skills)
• Communication Skills (Soft Skills)
• Client Service Excellence (Soft Skills)

Job Summary: 

• Encompass full technical knowledge of multiple customer accounts
• Understand and maintain customer documentation outlining information about the customer and their services
• Facilitate communication between Customer’s technical staff and TeraGo
• Support pre-sale, oversee onboarding and Lifecycle Management
• Maintain consistent communications and schedule weekly, monthly, or quarterly business reviews, complete monthly status reports for each customer
• Coordination across other departments including Sales, IT, Finance, Operations and Marketing to meet and deliver customer requirements/expectations.
• Make recommendations on configuration and set-up of services that may enhance usability and performance that align with customer business and growth objectives
• Manage incoming change requests and escalate issues appropriately
• Oversee downgrades, upgrades of services, and customer moves.
• Engage TeraGo sales or management to address new requirements or issues.

Skills on Resume: 

• Technical Knowledge and Expertise (Hard Skills)
• Customer Documentation Management (Hard Skills)
• Communication Facilitation (Soft Skills)
• Lifecycle Management (Hard Skills)
• Business Review and Reporting (Hard Skills)
• Cross-Departmental Coordination (Soft Skills)
• Service Configuration and Optimization (Hard Skills)
• Change Management and Issue Resolution (Hard Skills)

Job Summary: 

• Proactively recommend and prepare prioritization materials to share across business units. 
• Focusing on removing obstacles, mitigating risk, increasing growth opportunities, and enabling funding to create value for clients, people, and infrastructure
• Collect, synthesize, and share field feedback with key business partners
• Facilitate meetings, business analysis, business process, project management, and tracking when applicable
• Collaborate with Business Strategy within Workplace Financial Solutions to ensure the strategy is in line with the overall vision for WFS
• Cultivate an in-depth understanding of how WFS businesses operate each business and serve their clients
• Assist with strategic initiatives and business updates across the WFS organization
• Serve as a liaison with key business partners across Schwab 
• Ensure WFS is factored into new product launches, Rep and client experience enhancements and overall changes to the delivery model and offering.

Skills on Resume: 

• Strategic Thinking (Hard Skills)
• Risk Management (Hard Skills)
• Communication (Soft Skills)
• Facilitation (Hard Skills)
• Collaboration (Soft Skills)
• Business Acumen (Hard Skills)
• Strategic Support (Hard Skills)
• Stakeholder Management (Soft Skills)