Client Services Manager
Have you been looking for a company that you can get behind and feel good about the impact it has on sustainability and recycling efforts? Quest is a full-service environmental consulting and management group supporting the efforts of Fortune 500 companies seeking to maximize profits and mitigate risks and minimize their ecological footprints.
If you want an opportunity where your efforts make an impact, Quest has an opportunity waiting for you. The ideal person must be able to multi-task, work independently and have strong attention to detail while being able to collaboratively communicate across departments.
Why Work at Quest?
First off, we practice what we preach. We focus every day on recycling, reusing and repurposing where we can, and being socially responsible – with company sponsored events and drives to help our local communities.
Second, we take care of our employees’ wellbeing and offer a comprehensive benefits package including: Medical/Dental/Vision, 401(k) Plan, Life and STD.
- Company paid Life, Short term disability plan (voluntary employee-paid LTD is offered)
- Eligibility for health and life insurance plans: 1st of month following date of hire
- 401k: Eligible after 90 days with company match of 100% up to 3% of contributions with 50% up to the next 2 percentage points (immediate vesting!)
- Employee Stock Purchase Plan
- Paid Holidays, Vacation and Sick time
Finally, we are just a modern, FUN and collaborative work environment. We’re a smaller company that provides opportunities for employees to advance within the company, so there is always room to grow.
We offer a casual business environment (so, you can wear jeans), great incentives and rewards.
Role Summary
Manages all customer-related issues and day-to-day operations in an effort to best satisfy customers and maximize the company’s profits. The Client Services Manager (“CSM”) fields customer inquiries and follows up to ensure issue resolution. The CSM establishes strong business relationships with clients and manages the onboarding of new clients.
Monitors the performance of Client Services personnel and provides direction to ensure both individual and departmental objectives are met. Must be able to act as a representative of vendors and clients directly. The CSM will develop, implement, and streamline processes and procedures and provide training to vendors and customers.
Works closely with the Vendor Relations team with procurement of products and services; assists in negotiating vendor contracts related to the procurement of services to ensure the most favorable terms, conditions, and prices; ensures compliance with applicable laws, regulations, and policies.
This position may include the potential for up to 25% travel.
Role Description
- This position requires excellent communication skills – written, verbal and listening – to interface with customers, vendors and other employees within the company.
- Effectively manage and lead a team, workload and projects
- Compliance with supplier and customer contracts to ensure compliance with applicable policies and procedures and monitors expiring contracts to determine appropriate steps to be taken for subsequent acquisitions of goods and services or client contract renewal
- Maintain accurate and up to date data and information in vendor portal
- Clearly communicate and manage expectations of excellence to a team
- Create and produce client reporting timely and accurately
- Execute a rollout with minimal supervision
- Positive and motivational relationship with multiple internal and external teams
- Builds and maintains effective long-term relationships with clients and vendors, including expectation setting and cost/contract negotiation
- Provides problem-solving resources and solutions to complex issues
- Prioritizes, develops, and delivers business reviews
- Establishes service requirements by maintaining effective communications with vendors and clients, conducting surveys, benchmarking best practices, analyzing information and applications, providing key performance indicators for senior management.
- Leads the effort to focus on continuous improvement by reviewing service quality results by studying, evaluating, and re-designing processes; monitoring and analyzing results, suggesting and implementing changes
- Stays current on industry best practices through various sources including educational opportunities, reading professional publications, personal networks and professional organizations
- Closely interfaces with numerous departments including finance and accounting, contract administration, sales, client services and vendor relation functions. Independently pursues business objectives in an organized and efficient manner.
- Monitors purchase orders for compliance to relevant policies and procedures; ensures appropriate approvals in a timely manner and reviews purchase orders periodically for timely closure
- Serves on system projects and task forces as assigned
- SUPERVISORY RESPONSIBILITIES: May directly supervises employees. Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; evaluating employee’s performance; rewarding and disciplining employees; addressing complaints and resolving problems.
- Performs other related duties as assigned
Role Competencies
- Bachelor’s degree strongly preferred or related field or combination of related work experience and education required
- Management experience with direct reports preferred.
- Mastered skills with Microsoft Office Skills (Excel, Word, Outlook and PowerPoint)
- Properly prioritizes tasks within their day and manages time wisely where deadlines are consistently met
- Responds well in a dynamic and rapidly changing environment
- Flexible, uses critical thinking skills and open to learning new ideas/skills
- Successfully manages and is willing to assist others as a team
- Proven self-starter with growth potential, attentive to detail, strong interpersonal skills with the ability to acquire needed information from various sources
Knowledge & Skills
- Experienced in managing national accounts
- Strong customer focus with demonstrated ability to synthesize client needs; ability to manage relationships with diplomacy and tact
- Strong interpersonal and verbal/written communication, decision making, and leadership skills.
- Strong technology skills and demonstrated proficiency using standard software packages
- Exceptional negotiating, analytical, planning, problem solving, organizational, and project management skills
- Must be able to maintain the required level of activity toward achieving goals without direct supervision.
- Ability to influence and work and communicate effectively with various levels of management.