Client Services Manager

Overview

Now is the time to join us and make a difference. Be a relentless force for a world of longer, healthier lives.  Here at the American Heart Association, you matter and so does your career.

 

The American Heart Association has an excellent opportunity for an International Client Services Manager in our Healthcare Business Solutions department!

 

This position can be home based.

 

The Association’s International is looking at standing up a Customer Service group. This position will be responsible for leading and managing the customer service team to deliver customer support and ensure customer satisfaction. The Client Services Manager will play a key role in developing, implementing, and maintaining effective customer service processes and strategies. A significant portion of this role is to interface with our vendor, CDS, who will provide resources to assist our customers with their inquiries.

 

The Association offers many resources to help you maintain work-life harmonization through your changing needs and life situations. To help you be successful, you will have access to Heart U, our award-winning corporate university, as well as additional training and support, locally.

 

#TheAHALife is our company culture, our way of life, reflecting our diversity and inclusion, our focus on work-life harmonization and our Guiding Values. Discover why you will Be Seen. Be Heard. Be Valued™ at the American Heart Association by following us on LinkedIn, Instagram, Facebook, Twitter, and at heart.org.

Responsibilities

Working with CDS’s management team, ensure that the customer service representatives have the appropriate training, leadership, mentoring and management. Ensure that performance goals, performance reviews and constructive feedback mechanisms are in place.

• Develop and implement strategies, processes, workflows and scripts to assist customer service personnel with customer inquiries.
• Develop effective feedback loops on new queries that are coming into CDS and updated existing training materials and workflows to provide outstanding customer service.
• Implement and streamline efficient and effective customer service procedures for both existing and new products and systems.
• Work with the American Heart Association Product teams to create customer support processes and documentation.
• Stay current with customer service technologies including Artificial Intelligence. Work with CDS to implement tools that improve efficiency and effectiveness.
• Working with CDS’s management team on setting Key Performance Indicators. Hold quarterly reviews.

Qualifications

 

• Bachelor’s degree in business, marketing or a related field or equivalent work experience.
• Five (5) – Eight (8) years of experience.
• Proven experience in a customer service management role.
• Excellent leadership and interpersonal skills.
• Strong problem-solving and decision-making abilities.
• Familiarity with customer service software and tools.
• Effective communication and conflict resolution skills.
• Approach each day’s challenges with a positive attitude.
• Ability and flexibility to work across multiple time zones.
• Ability to travel up to 25% overnight stay.

Preferred experience:

 

• Bi-Lingual/Multi-lingual.
• Experience living abroad.

Compensation & Benefits

 

The American Heart Association invests in its people. Here are the main components of our total rewards package.  Visit Rewards & Benefits to see more details.

 

• Compensation – Our goal is to ensure you have a competitive base salary.  That’s why we regularly review the market value of jobs and make adjustments, as needed.
• Performance and Recognition – You are rewarded for achieving success by merit increases and incentive programs; this position is incentive eligible based on achieving certain targets.
• Benefits – We offer a wide array of benefits including medical, dental, vision, disability, and life insurance, along with a robust retirement program that includes an employer match and automatic contribution.  As a mark of our commitment to employee well-being, we also offer an employee assistance program, employee wellness program and telemedicine, and medical consultation.
• Professional Development – You can join one of our many Employee Resource Groups (ERG) or be a mentor/mentee in our professional mentoring program.  HeartU is the Association’s national online university, with more than 100,000 resources designed to meet your needs and busy schedule.
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