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Manager, Client Program Management

Company: Asurion
Location: Sterling
Posted on: August 6, 2019

Job Description:

Position Overview: The Manager, Client Program Management (CPM) is responsible for exceeding client expectations by delivering on client commitments and leveraging cross functional teams to achieve sales and service goals. This Manager CPM role serves as a key interface between Canadian clients and Asurion?s internal cross functional teams (IT, Product Ops, Legal, SCM, CARE, and Program Management). He/she will be responsible for Client specific program performance dashboards and quarterly operations presentations, communication of results to account stakeholders on a monthly and/or quarterly basis, providing program expertise to the project management and account teams in support of Asurion client products and/or projects, as well as defining client specific operating procedures and process improvement opportunities. The primary functions of this role include interfacing with the client, monitoring the operational functioning of programs, providing customer experience analysis across customer channels and recommendations for improvement, and guiding implementation of enterprise level projects to meet both Asurion and Client goals. ? ? Essential Duties and Responsibilities:

  • Act as primary operational point of contact for both the Client and the Client Services Team to address ad hoc questions/issues, present Asurion products & functionality, and resolve client concerns regarding the program
  • Own and manage contractual obligations with the Client including metrics/KPIs, NPS/CSAT, and Reporting to ensure that all current client commitments are met on time with zero defects
  • Act as a primary point of contact for implementation teams; providing a clear vision of client goals and assessing levels of engagement between Asurion & the client
  • Leverage developed knowledge of Asurion?s registration, claims and fulfillment processes across all channels to anticipate and prevent issues caused by the changing nature of the program
  • Drive the development and implementation of Asurion products and program enhancements including items like Asurion product categories, Asurion pricing models, and enhanced fulfillment models
  • Act as a subject matter expert to Asurion?s internal teams on the client?s organization and goals, championing the needs of the client
  • Prepare and present materials to the client to increase client engagement on specific projects and improve awareness and understanding of current product offerings
  • Develop and recommend internal and external narrative to position Asurion as partner of choice for long term growth
  • Engage internal teams to ensure that all client commitments for reporting and analysis are met on time
  • Drive the development and implementation of all Asurion reporting and analysis efforts for client reporting packages
  • Partner with internal cross-functional partners to quickly perform root cause analyses on client escalations and provide the client with appropriate information and resolution steps
  • Documentation of client SOP?s: processes, data flows, file formats, and other relevant tasks
  • Lead issue triage and resolution cross functionally: ensure timely diagnosis of root cause and document all issues through to resolution ? Here?s what you?ll bring to the team:
    • Bachelor's Degree required; MBA preferred
    • Sales or logistics experience in retail, insurance, or wireless business
    • 5+ years in client account management or related client facing operational or project management experience
    • Ability to develop knowledge of Asurion systems, platforms and processes from enrollment to cancellation, and the ability to clearly articulate system functionality and capabilities as well as these processes appropriately for both internal and external teams
    • Breadth & Depth of knowledge to manage implementation of program changes, product enhancements and clear, accurate client reporting
    • Ability to leverage data appropriately and an understanding of sensitivity surrounding program metrics; solid analytical skills
    • Ability to build consensus cross-functionally to achieve results; strong bias for action
    • Understanding of the legal & regulatory framework of extended warranty products and experience leveraging Asurion?s legal and regulatory groups to manage program operations
    • Ability to present highly complex processes at a managerial client level and internal operational meetings
    • Strong relationship management skills; proven ability to influence colleagues from all business functions
    • Exceptional interpersonal, verbal and written skills
    • This position requires the ability to read, write, analyze and interpret complex instructions, correspondence, legal documents, financial reports and/or technical documents in English. This position also requires the ability to respond effectively to clients and management and handle sensitive and/or confidential communications. This position requires a high level of skill in both oral and written communication and the ability to effectively present ideas and information
    • Advanced computer skills including MS Office required; proficiency in MS PowerPoint required
    • 20% domestic & International (Canada) travel requiredSAL00307 - Sterling - Virginia - US - 2019/08/02

Keywords: Asurion, Sterling , Manager, Client Program Management, Executive , Sterling, Virginia

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