AVP, Client Support Manager

Job Description:

Role Summary/Purpose:

The AVP, Client Support Manager will provide client and technology partner integration support for the Health & Wellness platform. Reporting to the VP, Client Support Lead, the primary focus of the role will be adherence to contractual service agreements, in alignment with the Technology Program Management team, with responsibilities to include monitoring, assessing,  and communicating metrics related to Synchrony’s ongoing client relationships. Other responsibilities will include implementation and technical support of payment and financing solutions with clients and technology partners in all Health & Wellness industries; log, triage, and resolve technical support incidents reported to Synchrony by either the client/partner or internal stakeholders.

Our Way of Working

We’re proud to offer you choice and flexibility. At Synchrony, our way of working allows you to have the option to work from home, near one of our Hubs or come into one of our offices. Occasionally you may be required to commute to our nearest office for in person engagement activities such as business or team meetings, training and culture events.

Essential Responsibilities:

• Collaborate with Health & Wellness Technology Program Management team on client requirements for monitoring and reporting to ensure adherence to contractual obligations.

• Communicate dashboards to clients, including applicable internal client relationship management team, as outlined within the client contracts.

• Utilize in-place tracking tools such as ServiceNow to formally document technical support incidents received from internal and/or external stakeholders.

• Partner with Sales and various technology teams to assess incidents, identify root cause and implement corrective actions.

• Deliver optimal service to align with contractual service level agreements and/or client/partner classification using data such as profitability models.

• Create artifacts, such as standard operating procedures and/or or knowledge base articles, for internal support team activities.

• Manage day-to-day support activities for existing client/technology partner base concurrently with integration activities of new partnerships.

• Interface directly with clients/vendors when supporting the new and existing client integrations as well as when required enhancements needed.

• Partner heavily with technical run teams when technical escalation is required and act as the liaison between these teams and the client/vendor.

• Foster and maintain strong working relationships with various internal business functions, as stakeholders, which include but are not limited to Sales, Provider Contact Centers, Product teams, and Engineering teams, to deliver products and services for our clients, providers and customers.

• Ensure compliance against all applicable Synchrony policies and procedures to maintain risk management framework.

• Perform other duties and/or manage special projects when the need arises to meet or exceed business goals and objectives.

Qualifications/Requirements:

• Bachelor's degree with a minimum of 3 years of Information Technology experience, or in lieu of degree, a High School Diploma/GED with a minimum of 6 years of experience in Information Technology.

• Experience with using Splunk and other technologies, such as ServiceNow, for production support.

• Knowledge and working experience with Application Programming Interfaces (APIs), payment processing channels, acquisition systems, and other supporting technology platforms used within Synchrony.

• 3+ years of project management experience.

Desired Characteristics:

• Experience in the Financial Services industry.

• Strong verbal and written communication, and critical thinking skills.

• Strong analytical and technical skillset used to assess and resolve technical incidents encountered by clients/partners.

• Client relationship management experience with client/customer focus and ability to manage client/customer expectations.

• Understanding of Business-to-Business (B2B) and Business-to-Consumer (B2C) point of sale (POS) processing.

• Experience and knowledge of Agile framework methodologies, including Scrum, Kanban and/or SAFe.

• Developing and executing integration and support test scripts.

• Experience working as a liaison across various business functi