Client Service Manager (Partnerships)

insightsoftware is a growing, dynamic computer software company that helps businesses achieve greater levels of financial intelligence across their organization with our world-class financial reporting solutions. At insightsoftware, you will learn and grow in a fast-paced, supportive environment that will take your career to the next level. We are looking for future insighters who can demonstrate teamwork, results orientation, a growth mindset, disciplined execution, and a winning attitude to join our growing team!

The Client Service Manager (Partnerships) is a critical role within our organization, responsible for the seamless delivery of our services to end users. This position demands meticulous attention to detail, advanced problem-solving capabilities, and a proven track record in managing high-value partnerships or multiple client relationships while consistently achieving superior client satisfaction levels.

The Client Service Manager (Partnerships) will be accountable for the following essential functions:

1. Ensure impeccable service delivery to an assigned portfolio of clients, maintaining the highest standards of professionalism and accuracy.
2. Engage with strategic partner counterparts to develop and implement client-specific procedures, address inquiries, and oversee all aspects of ESPP administration.
3. Serve as a liaison between internal teams and strategic partners, effectively managing expectations regarding support issues, product concerns, and requests. Maintain regular, clear communication with strategic partners regarding status updates and potential client impact.
4. Orchestrate schedules and planning with internal teams and partners to ensure timely processing and reporting to end clients, adhering strictly to deadlines and quality standards.
5. Collaborate effectively with cross-functional teams within insightsoftware, including sales, support, and engineering, to deliver timely and accurate client administration services.
6. Continuously monitor and evaluate service delivery processes, identifying and implementing improvements to enhance operational efficiency and client satisfaction.
7. Safeguard the integrity and confidentiality of client data, adhering to the highest standards of information security and privacy.
8. Develop and maintain strong relationships with key stakeholders within partner organizations, fostering trust and facilitating smooth communication channels.
9. Conduct regular performance reviews of partnership agreements, identifying opportunities for growth and areas requiring improvement.
10. Lead the onboarding process for new strategic partners, ensuring a smooth transition and integration into our service delivery framework.
11. Prepare and deliver comprehensive reports on partnership performance, client satisfaction metrics, and service delivery KPIs to senior management.
12. Proactively identify and mitigate potential risks in partnership operations, developing contingency plans to ensure business continuity.
13. Mentor and guide junior team members, fostering a culture of excellence and continuous improvement within the Client Service department.

The successful execution of these responsibilities is crucial to maintaining our organization's reputation for excellence and fostering long-term partnerships with our clients.

• Bachelor's degree in Business Administration, Economics, Accounting, Finance, or related field required
• Minimum of 5 years of customer service-related experience, with a proven track record of excellence
• Demonstrated expertise in employee stock purchase plans is essential
• CEP (Certified Equity Professional) certification strongly preferred
• Advanced proficiency in Microsoft Office suite, particularly Excel, Word, PowerPoint, and Outlook
• Exceptional written and verbal communication skills are crucial for this role
• Capacity to excel in a collaborative environment, fostering productive relationships with team members and partners
• Superior analytical and independent problem-solving skills are imperative
• Exemplary organizational abilities to effectively manage multiple clients' tasks and issues in a high-pressure, fast-paced work environment
• Meticulous attention to detail, with a demonstrated ability to consistently deliver complete and accurate results
• Experience working with both private and public companies is highly desirable
• Proven ability to identify and implement process improvements to enhance operational efficiency

All your information will be kept confidential according to EEO guidelines.

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** At this time insightsoftware is not able to offer sponsorship to candidates who are not eligible to work in the country where the position is located. **

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Background checks are required for employment with insightsoftware, where permitted by country, state/province.

At insightsoftware, we are committed to equal employment opportunity regardless of race, color, ethnicity, ancestry, religion, national origin, gender, sex, gender identity or expression, sexual orientation, age, citizenship, marital or parental status, disability, veteran status, or other class protected by applicable law. We are proud to be an equal opportunity workplace.