Client Services Manager I

UL Latham , NY 12110

Posted 2 months ago

Overview

At UL, we know why we come to work. Thousands of us around the world wake up every day with one common purpose to make the world a safer, more secure, and more sustainable place to live. We clear the way for our customers to introduce the latest products, technological advances, and systems in an increasingly complex world so they can provide peace of mind to the market. Our integrity is woven throughout our company and shapes the way we approach and deliver our solutions. We are proud that the work we do every day has a meaningful contribution to society. We continue to build upon our legacy of trusted expertise and partnership to keep our communities safe and secure as we march forward into the future. This helps us to sleep better at night, and we are confident that the millions of people we touch rest easier too.

Responsibilities

  • Responsible for the management of the Client Services team and provide business support to the stakeholder departments.

  • Fosters the maintenance and growth of existing client relationships, assists Business Development in developing new client relationships, and monitors/promotes efficiencies within the department.

  • Explore new software and data service opportunities as extensions of existing technical capabilities (platforms for growth).

  • Participate in planning of goals, objectives and operations of UL in support of the senior leadership.

  • Supervises work of the Client Services team as it directly relates to the successful completion of all work assignments and maintenance of client relationships.

  • Ensure that the Client Services team develops a positive anroactive relationship with each client so that client questions and inquiries are processed in a timely manner and the client directs new work opportunities to UL.

  • Establish and maintain a professional relationship with designated major clients to promote business growth and profitability.

  • Create program management tools, such as performance metrics, and systems to improve efficiency and profitability.

  • Provide support to the sales staff with regard to new business development from existing and prospective new clients including, as necessary, direct participation in meetings, visits, teleconferences, and proposal development.

  • Participate in business forecasting and development as required by the senior leadership team.

  • Assign work to Client Service team and monitor their workloads to foster maximum productivity.

  • Assist Client Service team, Accounting, and Business Development Managers with client issues/disputes, and technical advice.

  • Drives customer loyalty by engaging in regular customer interaction. Anticipates customer needs and provides proactive solutions. Gathers, shares and responds to customer feedback. Coaches and mentors staff to do the same.

  • Support and provide feedback to Global alignment initiatives for Client Services

  • Manages the performance of team members. Defines accountabilities. Establishes performance objectives. Establishes employee/team performance measures and goals in support of the global vision. Provides career counseling, feedback and guidance. Ensures understanding of and compliance with all established policies and requirements.

  • Performs other duties as directed.

Qualifications

  • University degree (Equivalent to a Bachelor's Degree) in a scientific field or a related discipline OR eight to ten years of direct regulatory experience required.

  • Experience managing and/or directing a team preferred.

  • Demonstrated written, oral and interpersonal skills with the ability to effectively communicate with all levels of employees and clients.

  • Ability to successfully and independently execute, manage and schedule complex, multiple and diverse activities from the planning stage through completion.

  • Ability to train and assist in the professional growth of staff members.

  • Displays excellent problem solving capabilities, innovative thinking, independent judgment, knowledge and training of advance and complex technical principles.

  • Demonstrated responsibility such that the company can rely on the person's judgment and talents on projects and issues, which represent high financial risk to the company.

  • Able to deal with a variety of personal styles, able to work independently.

  • Able to manage multiple tasks and to prioritize workload.

  • Must present self, department and company in a professional and positive manner.

  • Excellent client service and interpersonal skills.

  • Some business travel is required.

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Client Services Manager I

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