Company Overview:  Since 1987, Customer Service Profiles (CSP) has provided “Voice of the Customer” research services to the financial services industry to help our clients obtain the knowledge they need to improve their overall performance.  CSP is based in Omaha and provides research to banks, credit unions, finance companies and insurance companies across the United States.  CSP’s “Voice of the Customer” research includes:  Customer experience research from recent transactions; overall customer satisfaction assessments; and employee feedback on internal communication and collaboration. 

POSITION SUMMARY

The Client Services Manager is responsible for proactively servicing the needs of each client, including establishing an excellent working relationship with client, coordinating setup and maintenance of account(s), program training, handling timely resolution of program and client problems, suggestions of other CSP research products and continued analysis of program performance in order to continuously enhance the business relationship that Customer Service Profiles has with each client.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following:

• Maintain excellent client relations with current clients through client visitation, consultative interactions, training and creative problem resolution
• Overall project prioritization (strategic) for assigned client(s).
• Overall day-to-day prioritization (tactical) for assigned client(s).
• Support long-range planning for assigned client(s).
• Provide to client, sales, senior staff and other departmental managers overall client status and reporting.
• Analyze client program(s) and identify opportunities for improved program performance.
• Work with sales to identify and pursue additional business opportunities
• Establish and develop ongoing relationships with assigned client (s).
• Understand and implement strategies in support of client’s business goals.
• Contract support/invoicing review
• Revenue forecast projections

 Knowledge, Skills and Abilities:

• Bachelor’s degree in Business or related field and/or equivalent work experience required.
• Knowledge of quality assurance methods/measures and demonstrated project management skills are preferred.
• Proven people management skills.
• Excellent interpersonal skills in a cross-functional team.
• Excellent verbal and written communication skills.
• Budgeting, forecasting, billing
• Excellent presentation skills
• Ability to use Microsoft Office products efficiently; Word, Excel, PowerPoint

Physical and Logistical Requirements (Including equipment used):

• Able to perform essential functions of the position with or without reasonable accommodation. 
• Ability to travel to meet clients, vendors, attend seminars.

Benefits:  Customer Service Profiles recognizes all of the major holidays, provides vacation and sick pay, as well as health insurance, 401k, PayFlex plan, additional benefit offerings, and much more. 

Contact Information:   

Paula Hemmingsen, Director of Client Services

12020 Shamrock Plaza, Suite 310

Omaha, NE 68154

phemmingsen@csprofiles.com