**Job Title:** Client Support Manager - Remote Work
**Company:** Centene
**Location:** Dunedin, Otago, NZ
**Job Type:** Part-Time
**Seniority Level:** Mid-to-Senior Level
**Years of Experience Required:** 6
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**Job Description:**
Centene is seeking a dedicated and dynamic Client Support Manager to join our expanding team. This part-time remote position offers an excellent opportunity to contribute to our mission of transforming healthcare. The ideal candidate will have a mix of technical expertise, client management acumen, and a passion for delivering exceptional service while cultivating ownership and accountability.
### **Key Responsibilities:**
1. **Client Relationship Management:**
- Develop and maintain strong relationships with clients, ensuring a deep understanding of their needs and expectations.
- Serve as the primary point of contact for client inquiries and support requests, providing timely and effective resolution to their issues.
- Conduct regular check-ins with clients to assess satisfaction and gather feedback for continuous improvement.
2. **Team Leadership & Development:**
- Mentor and guide junior support staff, fostering a collaborative and supportive team environment.
- Lead training sessions to enhance the skills of the support team, focusing on best practices in client communication and problem-solving.
- Manage performance evaluations and provide constructive feedback to team members.
3. **Service Delivery & Oversight:**
- Monitor client support metrics and analyze performance data to identify trends and areas for improvement.
- Collaborate with other departments to ensure seamless service delivery, including product development, IT, and compliance teams.
- Develop and implement support policies and standard operating procedures aligned with organizational goals.
4. **Problem Resolution & Escalation:**
- Address complex client issues with a proactive approach, ensuring escalations are handled promptly and effectively.
- Implement strategies to prevent recurring issues and improve overall client satisfaction.
- Act as a mediator in resolving conflicts or misunderstandings between clients and team members.
5. **Reporting & Insights:**
- Generate and present regular reports on client support activities to senior management, highlighting key metrics and initiatives.
- Provide insights on client trends and market feedback to help shape product offerings and improve client outcomes.
- Participate in strategic meetings to align client support initiatives with the company's objectives.
6. **Administrative Tasks:**
- Maintain accurate records of client interactions, support requests, and resolutions in the client management system.
- Assist in the development of support documentation, FAQs, and knowledge base articles for both clients and internal team members.
### **Requirements:**
**Qualifications:**
- Bachelor's degree in Business Administration, Communication, or a related field preferred.
- Minimum of 6 years of relevant experience, ideally within a client support role in the healthcare sector.
- Proven experience in leadership or team management with a strong focus on client satisfaction.
**Skills:**
- Excellent interpersonal and communication skills, both written and verbal.
- Strong presentation skills with the ability to articulate complex information to diverse audiences.
- Proficiency in using client management software and Microsoft Office Suite.
**Personality Traits:**
- Driven: A self-motivated individual who is results-oriented and thrives in a fast-paced environment.
- Independent: A proactive thinker capable of managing multiple priorities while working autonomously.
**Soft Skills:**
- Exceptional people management capabilities, demonstrating empathy and understanding in client interactions.
- Strong problem-solving aptitude, with the ability to analyze situations and develop effective solutions.
### **Benefits:**
- Paid overtime
- Life insurance
- Company-provided equipment for remote work
- A supportive work environment that cultivates a sense of ownership and responsibility at every level.
### **Working Environment:**
At Centene, we believe in cultivating a sense of ownership and responsibility at every level. We encourage a proactive approach, where each team member is empowered to contribute to our shared success.
### **Deadline to Apply:**
Please submit your application by **September 29, 2024**.
### **Equal Opportunity Statement:**
Centene is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.
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Join us at Centene and be a part of our mission to create a better healthcare experience for our clients and communities!How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
