Uncover and understand client objectives, challenges and needs by performing regular client needs assessments

Leverage internal resources to enhance the customer experience

Establish and grow senior relationships with assigned customers

Prevent and/or resolve escalated client issues

Demonstrate thought leadership with customer by developing and presenting client industry/market research findings, trends, benchmarking and other pertinent information

Develop a quarterly plan to translate customer objectives into an overarching strategy

Actively participate in long range strategic planning for customer

May contribute to senior level client meetings and attends regular client status meetings as appropriate

Establish and maintain a management framework/process that allows for visibility into company performance on assigned customers

Manage relationships both proactively and reactively

Maintain a consistent focus on delivering exceptional customer experiences

Handle escalated issues with Vendors and escalate to senior team members on a timely basis as appropriate.

Model and promote exemplary customer engagement practices

Understand business concepts and uses strategic processes to make good business decisions

Meet with Operations team on a regular basis to ensure program is on track towards achieving customer goals

Produce and present quarterly business reviews as needed

Provide field team support as needed

Foster a positive team environment

Ensure confidentiality of internal and external data

Perform ad-hoc projects and other duties as assigned

Travel expected up to 20%

Professional, relevant examples of solving tough customer issues

Proficient in Microsoft Office Suite, including strong Excel skills