Manager, Client Experience Account Management

The Manager of Client Experience (CX) - Account Management leads Allied's Client Experience Account Management team which is responsible for ensuring that the delivery of Allied's manufactured products is in alignment with client expectations and service level agreements. The CX Account Management team connects Allied's largest clients to our operations and product teams and is relentlessly focused on continuously optimizing the experience and value that clients realize from their relationship with Allied. The Manager of CX - Account Management establishes the strategy, defines and monitors the performance metrics, develops and coaches the CX Account Managers, and is directly accountable for the success of the CX Account Management team.

Job Duties and Responsibilities:

Team Management

• Build and maintain a high-performing team of Client Experience Account Managers and supervisors.
• Oversee and directly participate in hiring, onboarding, coaching, and development of team members.
• Identify and address performance issues and development needs of team members.
• Monitor workload and ensure that appropriate staffing level is maintained.
• Set and monitor quality and performance expectations of supervisors and team members.
• Understand, communicate, and lead team to accomplish corporate and departmental goals and objectives.
• Continuously learn more about people management and leadership best practices and bring that knowledge to the team.
• Understand budget process and manage team within budget constraints.

Client Experience Management

• Develop and maintain an understanding of all Allied's manufactured products.
• Develop and maintain an understanding of the industries and journeys of Allied's clients including credit unions, banks, auto finance institutions, and other financial institutions.
• Oversee the continuous monitoring and optimization of the service delivery strategy for each of Allied's Protect and Shield clients.
• Develop and monitor relevant key performance indicators (KPIs) regarding team performance and client experience and adjust training, coaching, systems, and business processes to optimize team performance and optimize client experience.
• Assist and oversee the resolution of client issue escalations.
• Review issues and implement or assist in the implantation of measures to prevent recurrence.
• Continuously learn more about customer experience best practices and bring that knowledge to Allied and the Client Experience team.

Organization Management

• Develop, maintain, and leverage positive and constructive relationships with other Allied organizations and external partners.
• Champion CX best practices throughout the organization to improve overall experience for Allied clients.

Qualifications (Education, Experience, Certifications & KSA):

• Bachelor's degree required, or equivalent combination of education and experience
• 5 - 7 years related experience
• 3 - 4 years leadership experience
• Excellent verbal and written communication skills
• Extensive experience with Office 365 technologies
• Experience building and leading remote teams
• Outstanding problem-solving skills
• Ability to make independent decisions

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, skills, efforts or working conditions associated with a job.

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We offer our employees a robust compensation package! Our comprehensive benefits include: medical, dental and vision insurance coverage; 100% company-paid life and disability coverage, 401k options with company match, three weeks PTO by the end of the first year and much more. Allied proudly promotes from within as part of a strong commitment to providing career growth opportunities for employees of all levels. Our diverse business portfolio allows employees broad career options with the advantage of staying with the same organization.

All qualified candidates will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law.

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