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MANAGER CLIENT SERVICE DELIVERY MANAGEMENT at West Corporation in Boston, Massachusetts

Posted in Other 30+ days ago.

Job Description:

The Manager Client Services Delivery Specialist Manager will lead a team of Client Services Delivery Analysts Specialists in providing high standards of customer service, supporting the use of products and services for our global public relations and investor relations client base. Working with direct colleagues as well as with other internal stakeholders around the globe, they will handle diverse client-related projects and requests in both client-facing and back-office activities.

Essential Functions Of Role
  • Participate in 24/7/365 support model, working directly with clients and collaborating with the team
  • Manage the delivery of contracted services to clients to ensure that SLAs and KPIs, as defined in the relevant contracts, are met or exceeded
  • Set priorities and supervise the daily activities of team to ensure expectations are met or exceeded and that the team is operating at an optimum performance level
  • Manage and develop a team, setting direction and providing guidance and expertise
  • Build and maintain strong client relationships while also providing day-to-day client advice and support
  • Masters degree or equivalent work experience
  • Investor Relations workflow knowledge would be beneficial
  • Financial markets knowledge would be a plus
  • Previous B2B experience is mandatory
Skills & Knowledge
  • Experience in a customer service managerial position
  • Excellent English written and oral communication skills. , with any other European language a plus
  • Very good IT skills, with a strong affinity towards working with software applications
  • Able to multitask in an effective manner and eager to learn beyond the immediate remitrequirements
  • Ready to work flexible hours and in shifts
  • Good Microsoft suite skills
  • Excellent presentation & training skills
  • Willingness to stay up-to-date with technology and product innovations
  • Strong interpersonal & communication skills
  • Ability to handle frequent change
  • Comfortable training & interacting with clients at all levels of an organization remotely or in-person
  • HTML and Drupal CMS knowledge would be considered as a strong advantage
Intrado is connecting people and ideas.

We are delivering on their potential.

We are improving the way we work and live.

At Intrado, we are dedicated to delivering and improving upon new channels, new capabilities and new choices for how businesses and consumers collaborate, connect and transact. We develop technology-enabled communications that change the way we work and improve the way we live. We are a collective effort of enterprise and individuals, of communities and customers, of partnerships and families. We are the sum of our entire network - based on the four pillars of trust, innovation, collaboration, and execution and the hard work of people who share our vision. We are at the core of a technology and communications engine that is changing the world.

We Connect. We Deliver. We are Intrado.

Equal Opportunity Employer/Veterans/Disabled