SaaS Service Manager

What are important things that YOU need to know about this role? Expected to be an expert in client contracts and responsible for adherence to the client request process and expected to manage the messaging to the client as it relates to service requests, service issues, and CAPS. Eligible to be a permanent remote role or can work from our Menomonee Falls, WI location (near Milwaukee). Travel would be minimal (1-2 client visits/year). Position added due to growth with our SaaS clients. What will YOU be doing for us? Responsible for ensuring client satisfaction and account performance through monitoring and overseeing all aspects of contract performance and service requests, including resolving customer concerns. Responsible for identifying potential opportunities for additional business and maintaining effective relationships with client operational leaders to ensure positive client renewals and references. What will YOU be working on every day? Successful Client Relationships Responsible for overall client satisfaction by coordinating, preparing and delivering internal client updates, monitoring deliverables and SLAs to be sure commitments are met via tracking mechanisms. Has responsibility for overall client service delivery. Responsible for messaging to client related to escalated, high profile, or sensitive issues with little input from the Client Experience Executive. Primary Liaison to client on service levels, issues, and other detailed information to support delegated work. Coordinate high-level meetings (onsite client visits), ensuring established and published agenda prior to the meeting as well as published, formal meeting notes Ensure client requests/deliverables are within contract scope and work with the Client Experience Executive on out of scope items. Ensure the client follows the Client Request Process using Service Desk ticketing system. Determines any additional workflows and processes needed to supplement the Client Request Process to best service assigned clients. Collaborate with other SKYGEN USA teams on the successful development, production and delivery of client deliverables as well as the establishment of process efficiencies to ensure success and low-cost/resources. In collaboration with project management, plan and execute the startup of new products and services for the assigned clients; confirm the documentation of client decisions. Responsible to ensure configurations conform with client requirements. Develop client relationships through visits and phone calls to resolve and avoid problems. Work closely with internal teams assigned to clients to ensure requests are resolved within appropriate timeframes. Work closely with the Client Experience Executive in ongoing account planning as well as to monitor service delivery and client satisfaction with products and services. Quantify client activity and outcomes for internal monitoring and reporting. Identify and evaluate trends in client concerns for suggestions to improve organizational processes. Analyze client surveys with the Client-specific experience team to identify areas for improvement and development of action plans. Escalated Issues Works with other SKYGEN managers and directors to resolve escalated issues. Participates in and/or direct activities related to responding to CAPs. Proactively escalates issues related to CAPS, penalty risk, compliance issues, problems, issues and status updates to appropriate parties such as Client Experience Executive, compliance, CFO, and internal department heads. Tactfully respond to escalated requests including when there is delay(s) in response, response was not considered satisfactory, or request cannot be met. Audits Participate in the determination and implementation of corrective action plans surrounding contractual requirements and perhaps identified in audits. In collaboration with the QA staff, document and monitor internal progress on corrective action plans. Process Improvement Maintain knowledge of industry trends to effectively address client concerns. Develops expertise in SKYGEN processes, Enterprise system and other systems to identify areas for continuous improvement goals. Identifies prospective client opportunities and share client leads with Client Experience Executive for appropriate follow up. Identify potential efficiencies and workflow improvements based on knowledge of industry and internal business practices. What qualifications do YOU need to have to be GOOD candidate? Bachelor’s degree in Business or other related field or equivalent years of related experience 5 years previous experience acting as primary contact for service concerns for large health insurance clients 1-3 years of training peers or mentoring Experience in complex project management in regulatory environments Demonstrated conflict management skills; well-honed communication skills and ability to hold others accountable Solid administrative skills in the areas of project planning, organizing and time management Ability to manage multiple priorities and ensure timelines and deadlines are met Ability to effectively understand the industry and organization’s products/services and apply appropriately Ability to effectively present thoughts and respond to questions in a public speaking opportunity What qualifications do YOU need to have to be a GREAT candidate? Bachelor’s degree in Business, Marketing, or other related field of study Preferred experience in health care insurance operations and/or servicing large health insurers Knowledgeable of various dental and health care products Expertise in various areas of the Enterprise System Workflow optimization for efficiency and potential cost savings Basic SQL and relational database knowledge