GOS - Client Regional Lead - West

Job Title

GOS - Client Regional Lead - West

Job Description Summary

As the Regional Technology Client Care Manager, you will be primarily focused and responsible for building strong relationships with customers and monitoring their experience with a products and services to meet their needs and receive the highest tech ROI possible.

You will be a technology advocate supporting customers as they transition from sales prospects, building close relationships beyond any project or process ownership with the business itself. You will work directly with clients, IT and business team to understand and adequately address Client concerns and ensure top-class Client satisfaction with the technology stack through account lifecycle.

Being the face and the first point of contact for Customers, you will play a fundamental role in Client win and retention as well as building CW brand across the region.

Job Description

Job Description (summary of the role purpose): 

As the Regional Technology Client Care Manager, you will be primarily focused and responsible for building strong relationships with customers and monitoring their experience with a products and services to meet their needs and receive the highest tech ROI possible. 

You will be a technology advocate supporting customers as they transition from sales prospects, building close relationships beyond any project or process ownership with the business itself. You will work directly with clients, IT and business team to understand and adequately address Client concerns and ensure top-class Client satisfaction with the technology stack through account lifecycle.  

Being the face and the first point of contact for Customers, you will play a fundamental role in Client win and retention as well as building CW brand across the region. 

Core Responsibilities: 

Client Success Enablement 

• Manage communication among Customers, Technology Team and Business departments (including Client request and escalations) to ensure smooth and timely information flow. 

• Foster customer retention by ensuring a top-tier customer journey 

• Educate and mentor employees on maximizing customer satisfaction techniques. 

• Collect and analyze data on regular basis to improve customer service health 

• Partner with Broader Regional Support teams as a client focused Cohort 

 

Solution Implementation and Project Management  

 

• Complete comprehensive project plans to manage Client initiatives 

• Support Contract Management process, including preparation of contractual deliverables for technology, key terms, securing IT executive, legal & security input, and approvals 

• Work with clients and account teams to document detailed system features and requirements, develop project scopes and objectives, involving all relevant stakeholders and ensuring technical feasibility 

• Coordinate internal resources and third parties/vendors, ensure availability and allocation for the flawless execution of projects 

• Track project performance, analyze the successful complet