Client Services Manager

Overview: For over 25 years, G&A Partners has been helping entrepreneurs grow their businesses, take better care of their employees, and enjoy a higher quality of life by providing proven HR solutions and technology. G&A Partners' client is currently seeking a Client Services Manager to join its team in Fargo, ND.
The Client Services Manager is responsible for managing the warranty function as well as Client Support function for the period after home closing, for multiple markets. The Client Services Manager will work closely with the Director of Operations, Sales Team, Direct Reports, and other team members within each market; to ensure a consistent Client Support process, maximize resources to close warranty claims, use (and implement) resource analysis tools to proactively eliminate bottlenecks, and drive accountability of internal and external team members. The Client Services Manager will be expected to bring insightful analysis, process improvement, and creative and sound business strategies to support the growth of the team and department. Success in this role is defined by enabling the growth of Client Support team members, raving fans (our Clients), and effective management of warranty costs through maintaining integrity of claims approval/denial process.
Responsibilities: Key Accountabilities

• LMA – Leadership, Management, Accountability
• Lead by example
• Hold team accountable
• Develop and utilize scorecards and other tools for high accountability of the team and self
• Keep scorecard numbers on track, and report out when they are off
• Callout and Solve issues immediately as they arise
• Lean into resolving conflict – immediately, in real time
• Resolve issues/conflict in integrity with the Drama Triangle process
• Give clear direction and set clear expectations
• Consistently communicate and engage each member of the team in the company vision

• Client Support Team Management
• Provide effective structure of resources/people and support to achieve production requirements
• Manage a team of Client Support Coordinators, Client Support Technicians, and Client Support Admins
• Hire, onboard, terminate, determine salary and structure, create PIPs when required, annual reviews, etc.
• Provide and implement development plans and growth opportunities for all team members to increase capacity and capability for future growth needs and succession planning
• Performance management with proactive approach
• Continuously coach and mentor through each opportunity presented
• Team goal creation and tracking in line with department goals
• Implement and manage team and individual development plans
• Coach up and/or redeploy B and C players

• Client Onboarding
• Manage process for Closing Day hand-off of Clients from Sales to Client Support
• Ensure Clients are effectively onboarded into the Company’s warranty management system
• Mange system for educating & informing Clients on the Company’s warranty standards & procedures

• Claims Management
• Oversee Clients warranty claims submission process
• Aid direct reports in evaluating claims from Clients and make determinations regarding warranty coverage where MCS authority is required
• Ensure vendors are held accountable to warranty standards and obligations
• Ensure all Claims, Work Orders, and Client Communications are recorded in Company’s warranty management system and executed in compliance with standard operating procedures

• General Client Support
• Ensure Clients receive an exceptional Client Experience during the warranty period
• Ensure responses to Client inquiries and requests is done promptly, less than 8 business hours from time communication is received from Client
• Support direct reports in working through high conflict engagements with Clients

• Finance
• Aid in development of annual budget for Client Support related expenses
• Track departments progress against annual budget and execute corrective strategies where necessary
• Provide final review and approval (or rejection) for invoices received for warranty repairs
• Ensure back charges are properly processed, where applicable, to Vendors where the Company incurs expenses for Vendor warranty obligations

• Process Improvement
• Change, refine, and implement new processes to increase effectiveness/efficiency
• Document, update, and maintain CS team processes to provide consistency

• Trade Partner Relationship Management:
• Onboard new Trade Partners to ensure operational success and quality requirements
• Maintain productive relationships with vendors and contractors to meet or exceed objectives, even through times of conflict
• Become a builder of choice from a trade partner perspective through relationship management, schedule accuracy, team professionalism, partnership commitment, etc.
• Provide coaching to team members for decision making with escalated vendor issues, make the challenging decisions when direct reports do not have necessary authority
• Proactively forecast resource constraints of trade partners to complete warranty claims and implement strategies to address

Qualifications:

• Education and/or Experience:
• Bachelor’s degree in Construction Management, or other related fields preferred
• Must have 5 - 7 years of construction experience. Ideally, MCS will have operational experience in a combination of sophisticated mid to large-size companies with proven success of working in a dynamic environment
• Must have 3 years of directly managing staff with hire/fire accountability. MCS will be a strong inspirational leader who is committed to fostering a high performance, continuously improving, fun and challenging environment
• Strong background in PC hardware and software. Strong MS Excel, and MS Project and other related software skills necessary
• Must be a reliable individual who is a team player, has excellent customer service, with superior communication skills. Must have strong problem-solving skills and be able to work independently to complete objectives from start to finish and within budget; and must be able to manage multiple objectives while prioritizing effectively

Location: 3280 Veterans Blvd, Suite 120, Fargo, ND 58104

Location: 3280 Veterans Blvd,Suite 120, Fargo, ND 58104

Job Type: Full-time

Pay: $75,000.00 - $85,000.00 per year