Client Service Manager

About the role

We are looking to hire a Client Service Manager to join EML’s North America operations function. This role will primarily service the North American market, reporting into the Director of Customer Operations for North America. They will work closely with other regions that oversee the same responsibilities, ensuring global continuity wherever possible. This would be great role for Junior Account Manager.

This role will be client-facing, serving as the point-of-contact for operational matters from contract signature through day-to-day management. This role will have two primary areas of responsibility, implementation/delivery support, and on-going client operational support.

We are looking for someone that is detail oriented, understanding the complexity that surrounds our program setups and client base, focusing on ensuring that we are working as efficiently as possible to support them.

This role will work very closely with all departments in the organization, but in particularly close with the commercial team inclusive of account management.

It will be essential for the successful applicant to develop an understanding of the services required to ensure the efficient operation of the business, and to have a good understanding of the IT technology platforms. This role will be hyper-focused on managing to client operational processes and providing recommendations to create happy clients and efficient internal efforts!

The successful candidate will already have experience in an operational and client-focused role, will thrive in a dynamic work environment, be solutions oriented, possess a keen commercial acumen and have significant drive and enthusiasm to deliver best practice service solutions.

What you'll do

• Work closely with account management leadership and team to best service EML’s NA Clients
• Work closely with cardholder support team to ensure larger scale issues are appropriately communicated, with a client-focused mentality and proactive communications
• Proactively identify and solve complex problems that impact the management, relationship and growth of the accounts
• Represent EML to the client and the client to EML
• Gather and share information internally on process or technical challenges for our partners, bringing the right resources together to identify and implement solutions
• Demonstrate subject matter expertise on EML products and services
• Manage the ticketing and contact/communication management process as defined for the region
• Ensure all tickets are responded to in a timely manner
• Support Card Production team through the client ordering process with timely communications out to clients

Qualifications

• Minimum of 5+years’ work experience in client services and/or client support
• Preferred experience in financial services
• Resourcesfulness
• Strong attention to detail
• Strong collaborative ability
• Strong technical expertise to learn new applications
• Willingness to learn and support where required
• Ability to build relationships, influence decisions, and negotiate in the best interest of EML and its clients
• Experience with JIRA, Excel (Pivot Tables), Word

What we offer

• Health Insurance
• Dental and Vision insurance
• Employer-paid Life and Disability insurance
• 401k plan with employer match
• Paid time off including: (up to) 25 days of PTO & Holidays

• Robust Parental Leave