Remote Client Success & Tech Strategy Manager

Parasol Alliance; Kansas City (MO); Remote; USD 80,000 - 120,000; Full time

Benefits offered by this job

Cell phone/internet reimbursement

Responsible paid time off

Job summary

Parasol Alliance, a technology solutions company serving the senior living industry, seeks a Client Service Manager to drive exceptional client relations and oversee all client-related services. You will act as a strategic technology advisor, manage budgets, and lead governance with assigned clients.

You will coordinate with internal departments, monitor satisfaction metrics, and ensure programs align with three-year roadmaps while advancing revenue goals.

Qualifications

• Excellent communication and customer service skills are required.
• Healthcare experience preferred; long-term healthcare support experience is a plus.
• Proven ability to develop, implement and manage operational strategy.
• Ability to handle difficult situations and influence all levels of a company.
• The position is largely self-motivated and self-structured.

Responsibilities

• Serve as the dedicated point of contact for their assigned sites providing support for satisfaction questions, regularly scheduled client meetings, budgeting and strategic planning.
• Oversight and accountability for client happiness. Ensure that Parasol Alliance exceeds client expectations at every level.
• The CSM is responsible for client experience, success and relationship management including oversight of customer satisfaction measurement and reporting.
• Oversight of client communication at all levels including site ticket review, project management, critical issues, procurement and client satisfaction enquiries.
• Act as a liaison between all internal Parasol Alliance departments to address issues, plan strategy and oversee the customer experience from first impression through the entire client lifecycle.
• Follow client relations procedures, i.e. monthly, quarterly and annual client processes by defined standards to achieve or exceed department metrics.
• Oversight of the client technology strategy process from three-year strategic roadmaps.
• Oversee the annual review process with each client to ensure client satisfaction targets are met and roadmap project alignment.
• Work with each client on their annual budget planning to adequately prepare for the coming year’s technology initiatives.
• Lead quarterly meetings and ongoing review, execution and support of the client’s strategic technology objectives within the roadmap.
• Oversight and execution of the change management communication process with clients including notifications, approvals and resolutions following change management and client communication standards.
• Follow client service policies and procedures, i.e. change management, critical issues, project management, site ticket review, and procurement by defined standards to achieve or exceed department metrics.
• Oversight of the client procurement processes including quotes, contract management and ongoing purchasing needs for their assigned sites.

Skills

Communication

Customer service

Healthcare experience

Strategic planning

Job description

Parasol Alliance, a technology solutions company serving the senior living industry, seeks a Client Service Manager to drive exceptional client relations and oversee all client-related services. You will act as a strategic technology advisor, manage budgets, and lead governance with assigned clients.

You will coordinate with internal departments, monitor satisfaction metrics, and ensure programs align with three-year roadmaps while advancing revenue goals.