Afni is hiring a Client Services Manager to serve as the single point of contact for Client Partners and Operational Managers, working to instill confidence, loyalty and trust in Afni. The Client Services Manager will act as the subject matter expert / project manager for program(s) supported. The incumbent will be involved in the day to day operations, decision-making and center support to resolve problems and identify performance gaps.

* Ideal location of position is Opelika, AL but would require frequent travel to other Afni sites and / or client sites. *

What you will be doing:

  • Serve as a point of contact for client vendor and operational management and work to instill confidence, loyalty and trust in Afni.  
  • Ensure client satisfaction and retention through effective, timely communication. This includes striving to understand our client's business strategies and providing consultative services that position Afni as a solution to their business needs.  
  • Generate and present Operational Reviews to highlight program performance. This includes analyzing, evaluating and reviewing operational successes and challenges.  Facilitate and participate in daily/weekly performance update calls and quality calibrations. 
  • Partner with Afni 's Project Management team on the implementation of Client's programs -- including call routing set-up, project plan development, reporting set-up and overall on-going project management and coordination.  This includes monitoring and analyzing qualitative and quantitative measurements to ensure program adherence.  Serve as the client's primary POC once the project is up and running in steady state.  Be actively involved in monthly invoicing process by working with the Center management teams to collect and review billable hours and analyze monthly KPI metrics to determine discounts and/or incentives.  This includes partnering with Corporate finance team to ensure appropriate back up and documentation is completed timely and accurately.   
  • Build and foster new and existing client relationships. This includes gathering important, strategic customer insight by listening, probing and asking the right questions to uncover business challenges and seeking to provide creative solutions.  Collect, analyze and present appropriate program data from the perspective of improving overall performance and quality. Assist in the development of operational action plans to achieve ongoing improvements in key performance areas.    
  • Establish and maintain positive working relationships with Center management teams through on-going support and coordination of client communications.  Work closely with Center management teams to prepare staffing timelines, analyze call arrival patterns, monitor and drive performance management, create and document actions plans and work closely with the corporate support teams to make necessary adjustments.   
  • Provide specialized performance-based analysis reports.  Create and maintain specialty, transfer and ad hoc reports.

 

  • Serve as a point of contact for client vendor and operational management and work to instill confidence, loyalty and trust in Afni.  
  • Ensure client satisfaction and retention through effective, timely communication. This includes striving to understand our client's business strategies and providing consultative services that position Afni as a solution to their business needs.  
  • Generate and present Operational Reviews to highlight program performance. This includes analyzing, evaluating and reviewing operational successes and challenges.  Facilitate and participate in daily/weekly performance update calls and quality calibrations. 
  • Partner with Afni 's Project Management team on the implementation of Client's programs -- including call routing set-up, project plan development, reporting set-up and overall on-going project management and coordination.  This includes monitoring and analyzing qualitative and quantitative measurements to ensure program adherence.  Serve as the client's primary POC once the project is up and running in steady state.  Be actively involved in monthly invoicing process by working with the Center management teams to collect and review billable hours and analyze monthly KPI metrics to determine discounts and/or incentives.  This includes partnering with Corporate finance team to ensure appropriate back up and documentation is completed timely and accurately.   
  • Build and foster new and existing client relationships. This includes gathering important, strategic customer insight by listening, probing and asking the right questions to uncover business challenges and seeking to provide creative solutions.  Collect, analyze and present appropriate program data from the perspective of improving overall performance and quality. Assist in the development of operational action plans to achieve ongoing improvements in key performance areas.    
  • Establish and maintain positive working relationships with Center management teams through on-going support and coordination of client communications.  Work closely with Center management teams to prepare staffing timelines, analyze call arrival patterns, monitor and drive performance management, create and document actions plans and work closely with the corporate support teams to make necessary adjustments.   
  • Provide specialized performance-based analysis reports.  Create and maintain specialty, transfer and ad hoc reports.  

Requirements

What you will need:

  • Associate's degree preferred with at least 3 years of relevant call center experience.
  • Previous account management / client relations experience strongly preferred.
  • Possess strong verbal and written communication skills.
  • Analytical and problem solving skills are required.
  • Proactive thinking with a creative and solution oriented mindset.
  • Must be a quick learner.
  • Demonstrated proficiency with Microsoft Office Suite.
  • Prior experience giving presentations is required.

 

Looking for a fun place where you can fit in, fuel your passions, help people, and take charge of your career? You’re in the right place. Join the Afni family and be part of our talented global team passionate about helping people and pursuing the life we dream about.  

Do Your Best Work and Grow Your Career

When you join Afni, we'll instantly make you part of our global family of friendly people focused on making really good customer experiences happen. If you're like us, you want to belong to something special, have meaningful work to do, and know how to achieve your career and life goals. 

Our award-winning training and development programs get you ready to work and grow. If you’re the kind of person who wants to build a career and learn new things, we’ll provide the path and the tools to get you there. You bring the motivation and commitment. 

Work in and Support the Auburn-Opelika Community

Are you the kind of person who loves to get involved in community events and non-profit organizations? We love it and make it a habit to respond to the needs of the Auburn-Opelika community through fund raisers, community events, and other service opportunities. 

When you work here, you’ll have plenty of chances to get involved. In Auburn-Opelika, we regularly support March of Dimes, United Way, Adopt-a-Mile, Opelika City Schools, Auburn City Schools, and more.

The Perks

Incentives + Bonus
Incentives + Bonus
Competitive Pay
Competitive Pay
Dress for Your Day
Dress for Your Day
Paid Time Off
Paid Time Off
Tuition Reimbursement
Tuition Reimbursement
Full-time Schedules
Full-time Schedules
Fun Events
Fun Events
Referral Bonus
Referral Bonus

Getting Hired

Ready to get started? Here's how to apply and what to expect next. 

1.

Apply online. It's quick and easy to get started. 

2.

We'll be in touch for next steps. 

3.

Meet our team and we'll discovery together if you and Afni are a perfect fit.