Hi Partner
Please go through the below requirement. If you any resumes please sent to anandp@smartinsight.com
Visa Type: (H1B/CITIZENS/GREEN CARD/ EAD'S(GREEN CARD/L2/TN)
Rate: Open
Work on : C2C/W2/1099
Position: Program Manager
Location: Raleigh NC
Duration: 6 Months+
Locals candidates only
Role Overview
The Client Experience Program Manager works directly with the Client Office Director and the Client Experience Associate Program Manager on projects directly related to the Client Satisfaction Program and Account Planning Toolkit.
Focus Matrix
Area Percentage of Focus
Client Satisfaction Program 70%
Account Planning 20%
Administrative/Training 10%
Area Percentage of Focus
Client Satisfaction Program 70%
Account Planning 20%
Administrative/Training 10%
Client Satisfaction:
Manage Client Satisfaction mailbox and communication.
Coordinate with leaders, issue owners and account owners to ensure that timely and effective updates are provided to clients.
Manage metrics and quality of program through weekly, monthly and quarterly reporting.
Educate and train team members on the Client Satisfaction process.
Support Client Experience Associate Program Manager with EOG escalation reporting, including EOG specific dashboards, EOG scorecards, and other client satisfaction reporting requirements
Coordinate the survey or client feedback process to measure the satisfaction level after the escalation
Work with EOG and executives to gain quarterly feedback on process and improvements.
Create and maintain standard operating procedures, process/workflow maps, FAQs for internal operations
Manage and maintain the Client Satisfaction intranet site
Conduct and manage the War Room meetings, including assuring executive lead participation and preparation.
Collaborate with information technology and sales operations continue effective automation of client satisfaction issue reporting within CRM(s).
Collaborate with the Director of Client Loyalty to ensure that NPS issues are posted within the Client Satisfaction process.
Integrate Client Satisfaction success with Client Focus Recognition process, to appropriately recognize when Overall Satisfaction is improved to Green and NPS is changed to Promoters.
Manage Client Satisfaction mailbox and communication.
Coordinate with leaders, issue owners and account owners to ensure that timely and effective updates are provided to clients.
Manage metrics and quality of program through weekly, monthly and quarterly reporting.
Educate and train team members on the Client Satisfaction process.
Support Client Experience Associate Program Manager with EOG escalation reporting, including EOG specific dashboards, EOG scorecards, and other client satisfaction reporting requirements
Coordinate the survey or client feedback process to measure the satisfaction level after the escalation
Work with EOG and executives to gain quarterly feedback on process and improvements.
Create and maintain standard operating procedures, process/workflow maps, FAQs for internal operations
Manage and maintain the Client Satisfaction intranet site
Conduct and manage the War Room meetings, including assuring executive lead participation and preparation.
Collaborate with information technology and sales operations continue effective automation of client satisfaction issue reporting within CRM(s).
Collaborate with the Director of Client Loyalty to ensure that NPS issues are posted within the Client Satisfaction process.
Integrate Client Satisfaction success with Client Focus Recognition process, to appropriately recognize when Overall Satisfaction is improved to Green and NPS is changed to Promoters.
Special projects as requested
Account Planning
Account Planning is a program that will allow client to deliver on our #1 Business imperative – Deliver Extraordinary Client Experience. We do so by driving the strategic partnership with our clients with consistent delivery including mutual accountability of clear and measurable goals and objectives. This will be delivered documentation of the client's key strategic and operational initiatives for the year and the future (2-5 year plans). This program does utilize the Strategic Account Program, Executive Sponsors Program, and the Strategy Review deck. We will also ensure that we deliver this consistent experience through reviews and dashboards.
Account Planning is a program that will allow client to deliver on our #1 Business imperative – Deliver Extraordinary Client Experience. We do so by driving the strategic partnership with our clients with consistent delivery including mutual accountability of clear and measurable goals and objectives. This will be delivered documentation of the client's key strategic and operational initiatives for the year and the future (2-5 year plans). This program does utilize the Strategic Account Program, Executive Sponsors Program, and the Strategy Review deck. We will also ensure that we deliver this consistent experience through reviews and dashboards.
Support the Client Officer Director in managing the Account Planning Program.
Manage and maintain the Account Planning Toolkit intranet site.
Work in collaboration with information technology and sales operations to continue automation and seamless workflow within the account planning process.
Manage and maintain the Account Planning Toolkit intranet site.
Work in collaboration with information technology and sales operations to continue automation and seamless workflow within the account planning process.
Position Objectives/Metrics:
Improvement in the timeline for escalation resolution- measured on a quarterly basis
High user satisfaction within the Client Satisfaction Program- measured quarterly
Reduce the rate of re-escalation- measured quarterly
Maintain accurate and updated reference material within intranet- reviewed quarterly
Team feedback
Improvement in the timeline for escalation resolution- measured on a quarterly basis
High user satisfaction within the Client Satisfaction Program- measured quarterly
Reduce the rate of re-escalation- measured quarterly
Maintain accurate and updated reference material within intranet- reviewed quarterly
Team feedback
List the following details
Full Name:
Primary Contact:
Alternative Contact:
Education Details(Graduation/Post-Graduation)-University-(MM/YY):
E-mail:
Current Location:
Relocation: Open
Rate: $/hr On C2C(All Inclusive).
Availability: Immediate
Work Authorization:
DOB (MM/DD/YYYY):
H1B Validity(MM/YY):
Availability for Interview (Date & Time):
LinkedIn URL:
Communication skills: 9/10
Full Name:
Primary Contact:
Alternative Contact:
Education Details(Graduation/Post-Graduation)-University-(MM/YY):
E-mail:
Current Location:
Relocation: Open
Rate: $/hr On C2C(All Inclusive).
Availability: Immediate
Work Authorization:
DOB (MM/DD/YYYY):
H1B Validity(MM/YY):
Availability for Interview (Date & Time):
LinkedIn URL:
Communication skills: 9/10
2 Recent Professional References:
1 Reference:
Full Name:
Company:
Work Phone:
Work Email:
Designation:
Full Name:
Company:
Work Phone:
Work Email:
Designation:
2 References:
Full Name:
Company:
Work Phone:
Work Email:
Designation:
Full Name:
Company:
Work Phone:
Work Email:
Designation:
Thanks,
Anand P,
Technical Recruiter
Direct:319-248-5355(O)
anandp@smartinsight.com;
www.smartinsight.com
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