Client Services Manager - Innovativ Pharma, Inc.

Manages a group of client service professionals within a part of a large or mid-sized market or an assigned group.

Maintains and manages relationship with clients and delivers expectations on consultant and customer needs. Partners with clients directly to deliver results in recruitment needs, scheduling, billing, program health, problem-solving, and conflict resolution. Works directly with members of the Operations Team, such as the Corporate Schedulers and Healthcare Recruiters, to help select top talent and schedule project fulfillment. Supports business development by growing and developing client relationships, ensuring program effectiveness, and forecasting business. Responsible for quality and service to client, ensuring client obtains maximum value from products and services.

Essential Functions:

• Performs full assessments of client needs on a regular basis.
• May provide input into local client service strategy.
• Effectively communicates with client contacts to further develop and establish partnerships to effectively drive business to the organization.
• Provides client with reports when requested.
• Assists Healthcare Recruiters with prioritization of recruitment needs, fine tuning recruiting strategies, and managing recruitment.
• Oversees client interview process, inclusive of coordinating candidate/client interviews, conducting prep call with candidate, and following up on client satisfaction in recruitment progress.
• Builds strong professional relationships with clients and consultants to foster a positive experience.
• Manages escalation of personnel issues, inclusive of disciplinary action and conflict resolution
• Foster growth and expansion in current accounts by understanding client needs, identifying opportunities for expansion, and making suggestions to grow accounts.
• Seek understand and problem solve issues which may arise when placing consultants on assignments.
• Identify themes and reoccurring issues which may need to be addressed in the spirit of continuous improvement and consultant satisfaction.
• Develop strong relationships with key internal partners, such as Payroll, Expense Management and Human Resources to ensure optimization of business processes and consultant/client satisfaction.
• Being well versed in industry specifics and can provide guidelines to other team members such as credentialing processes, wage rate negotiation, etc.
• Evaluates applicant qualifications by interviewing applicants, analyzing responses, verifying references, and comparing qualifications to job requirements.

Qualifications:

• 2+ years' experience in an account management, people management, or customer success role.
• Experience in recruiting preferred.
• Be available to work before/after typical office hours as work may demand.
• Growth mindset with a desire to learn and advance in a fast-growing environment.
• Solutions-oriented with a proactive approach to problem-solving and conflict resolution
• Strong communication skills, including ability to train, present and deal tactfully with clients.
• Project management experience in overseeing or contributing in difficult, multi-discipline projects.
• Ability to work in a team-oriented environment as a collaborative team player and leader.
• Ability to exhibit strong sense of urgency and timely response to unanticipated situations.
• Proficient using basic software programs and required technology.
• Ability to talk on the phone and sit for extended periods of time.
• Familiarity with Microsoft operating system, applicant tracking tools, time and expense systems, and travel management tools.