Client Support Manager

Develop strategic relationships and manage program health for a defined client portfolio by serving as the subject matter expert to defend revenue and support account growth. Review key reports and metrics to analyze data, discern issues, and identify opportunities while conducting routine presentations and attending internal and external client meetings. Engage in the implementation process by attending kick-offs, creating journey maps, and monitoring project health through go-live calls. Ensure first-order health for new clients, collaborate with Client Success Specialists on timely order processing and service inquiries, and properly escalate issues for accurate resolution. Balance advocacy for the client and Onbe to drive healthy CSAT and NPS scores, create account plans based on results, and assist Sales with annual situational analysis. Mentor Client Success Specialists on career growth strengths.