~~Location: Southern California SUMMARY The Client Services Manager is responsible for managing existing Dependable Solutions, Inc. (DSI) clients through system support and project management, as well as for training new system users on utilizing our consumer product licensing, creative, and royalty systems. REPORTING RELATIONSHIPS • Supervisor: Director of Client Services • Direct Reports: None ESSENTIAL FUNCTIONS • As the Client’s primary point of contact once the Client’s site has gone live, the Account Manager will develop and maintain relationships at the user and department head level and schedule weekly/daily communication channels. • Trains new clients on effectively implementing their site. • Works with other members of the client services team to pool experience in solving client issues • Works with consulting and development representatives to provide a cohesive message to clients and prospects • Provides sales support and the set-up of demo data for potential clients. • Makes recommendations to the technology team on ways to enhance our solutions. • Gathers requirements and feature requests from clients in support of expanding new business. • Manages the implementation process through strong project management, training and support. COMPETENCIES • Solid core values, including strong sense of ethics, service-oriented integrity and collaborative spirit. • Excellent interpersonal, written, and oral communication skills. • Ability to thrive in a fast-paced environment, with a strategic approach to maintaining existing business relationships and driving new business growth. • Excellent organizational and tasking skills, as well as advanced reporting and presentation skills. • Attention to detail to document, trouble shoot, track and resolve requests and issues on a timely basis • Ability to provide direction and status on accomplishments. • Ability to elevate issues to leadership for resolution. • Licensing industry experience preferred, but not required. • Knowledge of commonly used concepts, practices, and procedures within the Information Systems preferred, but not required.
~~Requirements • Analytical and detail oriented skills to stay on top of multiple tasks across multiple clients at any given time • Project Management and/or accounting experience, and previous Client Services experience a plus • Self-starter, motivated and proactive • Willing to travel to select client sites and trade shows, including international travel • Motivated by both individual and team success • Ability to gather, compile, prioritize requirements, and define scope, working closely with team members (internal and external) to ensure success • Develop project plans including implementation schedules, communication plans and escalation processes (internal and external) • Excellent customer service skills, ability to solve complex problems, and strong training abilities • Strong PC skills with command of MS Office (Excel, PowerPoint and Word) • Bachelor’s degree, preferably in related field, or equivalent combination of education and experience required