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VP of Client Services

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Alpharetta, GA

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Job Description
Job Description: The Vice President of Client Services will be at the epicenter of FRMS’ Customer Excellence transformation. He or she will lead a large team of SME’s working directly with clients to resolve issues, provide world-class product support and build lasting relationships with key customers.  The ideal candidate, will be responsible for leading an excellent client centric environment, while partnering with FRMS business leaders, as well as Company’s Client Services Council. The Vice President, Client Services will develop a high performing team of highly proficient, quality focused associates to ensure the highest levels of customer support and client satisfaction. This leader will possess fantastic leadership, strategic and continuous improvement skills to leverage leading edge technology, in order to improve client satisfaction, reduce variation, and improve business metrics. Essential Job Responsibilities:  Create the Client Services strategic roadmap to include organizational, technical and process improvement initiatives necessary to offer cutting edge customer solutions.  The ideal candidate will partner with the FRMS organization and Company’s Client Services Council to provide direction and input to our organizational strategic mission.  Working alongside his or her team, the Vice President will direct service excellence delivery throughout the business unit; develop and nurture customer relationships to ensure satisfaction with the business unit’s processing solutions; analyze both current and future customer needs, suggest new or alternative solutions as appropriate. Establish and manage client satisfaction metrics with a focus on continuous improvement. Track performance across the client service organization to define the most efficient service level requirements, departmental goals, and oversee the execution of these goals. Working with key members from FRMS, the Vice President will ensure that customer service procedures are enhanced and implemented so that the optimum response to customer service is achieved. He or she will develop strategies to increase organizational technical know-how to meet client needs. The ideal candidate will be expected to achieve optimum long-term results and establish mutually agreed upon standards of performance and guidelines for annual operating, service and development plans.  In addition, the Vice President will establish goals and budgets for each area of accountability, and assure interdepartmental communication and cooperation. The above statements are intended only to describe the general nature of the job, and should not be construed as an all-inclusive list of position responsibilities. Required Qualifications: Education: Bachelor's degree or equivalent.MBA or Master Degree preferred Job Related Experience:10 plus years’ experience in the technology industry, including five years of experience in a Client Service organization within the financial services technology industry preferred5 plus years managing a large inbound or outbound call centerProven experience at managing and leading high impact client support teams, including successful management of geographically dispersed teamsExcellent client focus, strategic thinking and transformation skills and experienceExcellent leadership skills and ability to motivate employees to perform at peak standards.Exceptionally strong and effective written and oral communication skills; strong ability to articulate and promote ideas, plans and results to all levelsExperience in building, managing and/or directing a service organization focused on clients is requiredWilling to travel up to 25%Preferred Experience:Strong experience with creating process methodologies to help drive business process improvement and improve efficiencies within the organizationProven process/continual improvement (green belt or black belt preferred)Experience with Service Now, Sales Force and Avaya phone systemsExperience working with offshore teams

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