Note: The job is a remote job and is open to candidates in USA. Vericast is a financial institution performance partner that helps banks and credit unions drive growth and improve efficiency. The Client Support Manager I is responsible for coordinating the implementation and execution of Contact Center Services programs, serving as the primary point of contact for clients and ensuring client satisfaction through effective communication and project management.
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
- 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
- Maintains documentation related to the client campaign: Follows all processes for project management documentation to include, program set up, internal change notifications, ServiceNow 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
- 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
Skills
- 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 in business and/or marketing
- Entry level contact center or direct marketing account management experience or any equivalent combination of training and experience
- Mainly working on smaller accounts. Requires the ability to plan and prioritize projects and to manage them from conception to conclusion, including identifying and resolving problems to ensure project accuracy and timelines
- Requires the ability to develop and maintain strong working relationships with both the client and internal team members. Requires strong problem solving and negotiation skills
- Requires the ability to express ideas clearly both verbally and in writing. Requires strong presentation skills
- Requires the ability to carry out duties and responsibilities in an organized and detail-oriented manner. Requires the ability to be self-motivated towards the achievement of established timelines and goals
- Requires the ability to complete assigned tasks in accordance with set deadlines. Requires the ability to work within a team environment
- Requires the ability to maintain confidentiality while working closely with the client regarding all aspects of a campaign. Requires the ability to monitor expenses and work within a defined budget
- Requires the ability to travel. May require working knowledge of direct marketing and demand generation principles and practices
- Personal computer utilizing a Microsoft Windows environment: Word, Excel, Power Point
Benefits
- Medical, dental and vision coverage
- 401K with company match
- Generous PTO allowance
- Life insurance
- Employee assistance
- Pet insurance
Company Overview
Vericast engages in automotive, marketing, advertising, e-commerce, telecom and intelligent media services. It was founded in 1897, and is headquartered in San Antonio, Texas, USA, with a workforce of 1001-5000 employees. Its website is https://www.vericast.com/.Company H1B Sponsorship
Vericast has a track record of offering H1B sponsorships, with 3 in 2024, 2 in 2023, 9 in 2022, 5 in 2021, 7 in 2020. Please note that this does not guarantee sponsorship for this specific role.
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