Client Manager

Brief Job Description
The Client Manager will serve as the primary contact for our largest clients. As such, they will maintain and support overall client relationships, drive new business opportunities with Sales, possess a firm understanding of client platforms with Zoot, represent client interests within Zoot, and maintain a working knowledge of client contract and billing.


Major Duties and Responsibilities:

1. Act as a single point of contact internally and externally for the overall relationship.
2. Identify technical and business solutions.
3. Prepare and communicate overall status reports to clients.
4. Participate in weekly technical and project reviews.
5. Assist in Bid and SOW reviews.
6. Assist in financial profitability reviews.
7. Provide project pricing guidance.
8. Assist with project target date planning and communication.
9. Provide platform-specific business operations analysis.
10. Assist in data analytics, including collection and analysis pertaining to internal and external performance metrics.
11. Client Satisfaction: Serve as client advocate; report oversight findings to VP CC and facilitate corrective actions and client communication; participate and assist VP CC with satisfaction survey development, processing, procedures, and distribution (including formal management presentation); facilitate client recognition activities; participate with VP CC in quarterly/periodic oversight meetings with Zoot execs/client sponsors and business/bank sponsors.
12. Administration Management: Validate and review client invoicing; respond to client and Zoot billing questions; create and communicate production report analysis – improvements and issues; administer Zoot employee recognition related to client satisfaction activities; participate in contract negotiation and closure; provide general contract administration and interpretation; facilitate general client information needs.
13. Crisis Management: Serve as primary escalation point – internal and external (perform on-call pager duty; escalate to VP CC as necessary); lead lessons learned with clients – impact analysis; create formal action plans; proactively communicate with management at multiple business levels, executive and middle management; participate in the problem resolution process.
14. Training: Orient new Zoot CC team members to client, processes, resources, and technology; orient new client team members to Zoot, processes, resources and technology; create formalized client platform orientation with documentation; formalized business process review and documentation.
15. Business Development: Deep understanding of client’s business and the ability to take an active role in developing proactive business solutions. Well informed about current industry trends and able to talk intelligently about the client’s industry as a whole with business executives. Ability to select and prioritize the high-growth revenue opportunities within an account. Develop client business propositions that clearly identify financial and business benefits or solve business problems. Provide business leadership and strategies in conjunction with other areas (Fulfillment, Sales) in developing solutions for clients. Helps lead the overall management of the account. Primary owner of the client relationship and contact at the account. Strong knowledge of Zoot’s products, solutions and services. Consultative solutions selling skills. Experience delivering client projects as well as experience in large client engagements.
16. Product Enhancement: Ability to articulate and prioritize enhancements to Zoot products & services in order to meet client expectations and grow the relationship.
17. Travel is required 50% of time.
18. Promote service-focused culture with emphasis on delivering high-quality products and services to internal and external clients.
19. Contribute to process improvement.
20. It is understood that this list of major duties and responsibilities is not an inclusive list and that other duties and responsibilities, which may include helping others in the same or different groups, may be assigned by supervision.

Technical and Business-Related Knowledge, Skills and Abilities Required:

1. Four - five years job related experience.
2. Computer experience a must.
3. Presentation, negotiation, and influencing skills.
4. Self motivated and driven to achieve results.
5. Tenacious, independent and a positive thinker.
6. Proven track record of success in a similar business environment.
7. Strong client interaction skills. Effectively communicate to VP & C level clients and solution partners.
8. Strong leadership and delegation skills.
9. Understanding of software and financial industries.
10. Software development and/or technical support experience preferred.
11. Superior analytical thinking, problem solving skills and keen attention to detail.
12. Ability to analyze complex information, identify inconsistencies and recognize when to question data and/or logic.
13. Ability to manage multiple projects and adapt to changing priorities.
14. Exceptional written and verbal communication skills.
15. Ability to work with minimal supervision and demonstrate initiative and good judgment.
16. Ability to establish and maintain effective, positive and professional working relations with a wide variety of individuals, both internal and external to the organization.
17. Ability to represent the company in a positive and professional manner.
18. Ability to perform multiple tasks simultaneously and adapt to changing priorities in a positive and professional manner.
19. Ability to work well both independently and as a member of a team.
20. Strong written and verbal communication skills.

Educational Background or Professional Designation Required:

• Four-year College Degree, Business, Social Sciences, Technology or related field OR
• Equivalent combination of education and experience.

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