Would you like to be a part of the organization where high energy meets intellect? If you get excited by solving puzzles and working in a collaborative environment, then Aptean wants to work with you!!

Aptean is a leading global provider of industry-focused mission critical enterprise software solutions. Our solutions help nearly 6,500 organizations stay at the forefront of their industries by satisfying their customers and continuing to operate more efficiently. Headquartered in Alpharetta, GA, Aptean has offices in North America, Europe, and India, as well as an extensive Partner Channel. Our customers are located in 74 countries across Europe, Latin America, and North America.     

 Aptean is focused on providing products and solutions to customers in specific verticals. Our products are rich in feature and functionality and delivered on premise, SaaS and Hybrid delivery models. Aptean’s products deliver value at lowest total cost of ownership and scale with needs of our customers. Most of our products and solutions are leaders in the vertical market segments they serve.

Aptean uses its core values of Drive For Results, Win Together, Foster Innovation, and Be Courageous to guide its employee community to serve every customer in every geography and market.

The Senior Client Services Manager serves as the single point of contact for all operations-related non-sales/account management client interactions as defined and agreed upon with the internal functional groups. In addition to being responsible for pre and post-implementation client satisfaction.

Additionally, the Senior Client Services Manager:

• Ensures delivery of pre/post-implementation operational support and issue resolution across all functional areas.
• Serves as the liaison between the customer and the internal functional/service groups from design to implementation to ensure that Aptean is prepared to meet the client’s Customer Success needs.
• Ensures that quality services are delivered to clients throughout the life cycle of the client relationship.

Ensures proper expectations are set with the internal functional teams and client on internal services policies and procedures; works cross-functionally to refine policies and procedures within Aptean as needed; provides guidance to clients on any refinement activities within their companies that will help to increase the effectiveness of the working relationship between Aptean and the client.

Principal Duties & Responsibilities

Responsible for coordinating delivery of client service components during the life cycle of the client relationship. Including but not limited to Winback Promotion Program Management, Client Escalation and Ease to Do Business Management, etc.

Represents each of the following groups as part of the functional organization teams:

• Customer Solutions
• Account Management
• Product Teams
• Customer Success

Sets client and functional organization team expectations as it relates to Customer Success policies and procedures for the following:

• Acquisition Program Management Support
• Customer Success Program/Project Management and Implementation
• Winback Prospect Management Programs
• Client Escalation Program Management (At Risk)
• Business Center processes (i.e. collection management, credit/rebill, data mgmt., etc.)

Proactively monitors and manages compliance and quality of pre/post-sales, acquisition and implementation services as follows:

• Works with client and Support to minimize training/operational calls.
• PM Coordination, deployment and monitoring of new implementation and software upgrades.
• Provides input on customer success improvements via program reviews
• Uses recommended methodologies to proactively communicate internally and externally.
• Other job related duties as assigned.

Other job duties as follows:

• Oversight of A/R Suspension, Cancellation, Termination, or Reactivation of Support Services Management
• Pivotal Data Management of Customer Success team fields
• Submit and follow thru on credit/rebills
• ARR Management and reporting
• Oversee Renewal Change Management Process
• Train acquired companies on Customer Success procedures and policies
• Renewal Deal Desk facilitation
• Customer Success Process and Program Management
• Work with Sales Enablement on customer satisfaction initiatives as it relates to Account Management
• Management of customer success tools and requests
• Reporting as it relates to escalation case management and
• End of Service program creation and announcement Management
• Maintain accurate customer contact data in IBOP and Pivotal
• At Risk facilitation and management of cross-functional team involvement
• All other duties as assigned

Education

Bachelor's degree in related field required

Work Experience

• Bachelor's Degree or equivalent work experience
• Ten years management or equivalent experience
• Ten years account management experience
• Five years of post-sale implementation experience or exposure to said processes preferred
• Five years’ experience in the software industry
• Program/Project Management experience

Knowledge, Skills and Abilities

• Ability to multi-task; high energy; strong sense of ownership; strong sense of urgency; ability to improvise; good problem-solving skills; ability to respond in a crisis; ability to rally a team; proven leadership skills, strong written and verbal communication skills, ability to work well cross-functionally with various levels and roles of individual.
• Position also requires general computer skills; proficiency in Microsoft Office suite; and the ability to get quickly up to speed with proprietary applications and emerging technology.

If you are determined to give your best every day and you are seeking an opportunity to work with an amazing group of people, then apply online today!

Aptean, Inc., is an Equal Employment Opportunity Employer. In accordance with applicable federal, state and local laws No applicant for employment with Aptean shall be subjected to discrimination because of race, color, sex, national origin, religion, disability, age, covered military veteran status, reprisal for engaging in anti-discrimination activities, protected genetic information, sexual orientation or parental status.

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