Client Operations Manager

CustomerStream - Franklin, TN (27 days ago)4.3


TITLE: Client Operations Manager

We are seeking an Operations Manager who is detail oriented, a quick learner, and has a great attitude towards building exceptional client relationships. The ideal candidate excels at working with data, interpreting statistical results and packaging those results in an easy to understand format for our bank clients. The Operations Manager will feel equally at home working with Excel spreadsheets and hosting client meetings via WebEx.

POSITION PURPOSE: This position is responsible for ensuring the financial institution's overall satisfaction with contracted products and services. The Operations Manager will act as a business partner for the financial institution, exercising discretion and independent judgment. Through online meetings and direct phone contact, the Operations Manager identifies the financial institution's (internal and external) expectations; remains attuned to changing demands and assumes a leadership role in advancing the institution’s performance. Candidate must understand the financial services industry; understand the technology that drives electronic commerce and the impact of problems.

RESPONSIBILITIES:

  • Responsible for managing CardCash and ReferLive client relationships to include: Product deployment, marketing development, data and report processing, and ongoing performance reviews with clients.
  • Work with bank clients to determine program parameters and strategies to maximize performance.
  • Proactively manage and monitor system performance and usage for assigned accounts; generate and publish reports as needed and modify system parameters to best support defined goals.
  • Contribute to CustomerStream operational support procedure development, implementation, and execution
  • Contribute to resolution of production issues by creating action plans, gaining assistance from various experts, coordinating with vendor support, and conducting reviews for ongoing improvement
  • Work with development and business analyst teams to ensure application and integration designs are supportable and incorporate best practices
  • Excellent communication skills, both written and verbal, in order to properly communicate with clients.
  • Ability to work calmly in a fast-paced team environment; manage special projects without compromising other responsibilities
  • Highly responsive to calls and emails; utilize available tools to track appointments and manage priorities
  • Perform routine data administration tasks including uploading monthly customer usage reports, and monthly invoicing
  • Other duties as outlined by management

POSITION QUALIFICATIONS:

Requirements

Desired Skills & Experience

  • BA/BS degree
  • 5+ years account management experience
  • Exceptional ability to interpret data and communicate results to clients
  • Retail banking background and/or financial sector experience
  • Technical leadership experience a plus

Key Competencies:

  • Deep communication and interpersonal skills
  • Strong Microsoft Excel experience
  • Experience in Microsoft Word, PowerPoint, and Outlook is required
  • Outstanding analytical skills
  • Must be an individual of integrity, credibility, and character
  • Equal strengths with both data and clients
  • Supervision of other personnel is not required

Benefits Include:

Medical, Dental and Vision Insurance

Company Paid Life Insurance

Company Paid Short and Long-Term Disability Insurance

Paid Time Off

Volunteer Time Off

401(k) Plan with match

Profit sharing

Employee Assistance Program

Work/Life Perks

About the Company

CustomerStream is dedicated to the financial services industry serving over 300 banks and credit unions coast to coast. CustomerStream, develops world-class, hosted software solutions for some of the biggest banks in the country. CustomerStream focuses on providing pay for performance referral account acquisition and fee income enhancement programs for financial institutions throughout the United States. CustomerStream’s targeted product lineup includes CardCash, ReferLive and Elevate. CustomerStream has experienced year over year growth in excess of 50% for the past five years. The company is recognized as an industry leader within the financial services sector. www.CustomerStream.net

Job Type: Full-time