Conduent Customer Facing Account Manager in Stockbridge, Georgia

Customer Facing Account Manager

Description

Conduent is the world's largest provider of diversified business process services with leading capabilities in transaction processing, automation, analytics and constituent experience. We work with both government and commercial customers in assisting them to deliver quality services to the people they serve.

We manage interactions with patients and the insured for a significant portion of the U.S. healthcare industry. We are the customer interface for large segments of the technology industry and the operational and processing partner of choice for public transportation systems around the world.

Whether it's digital payments, claims processing, benefit administration, automated tolling, customer care or distributed learning - Conduent manages and modernizes these interactions to create value for both our clients and their constituents. Learn more at www.conduent.com .

Purpose:

  • Responsible for the management of client relationship and contract delivery of outsourcing/facilities management to end user customers. Activities involve maintaining contracted service levels resulting in customer satisfaction, maintaining customer relationships, customer satisfaction management, contract commitments delivered within cost targets, overall profit and revenue growth.

Scope:

  • Uses best practices and knowledge of internal or external business issues to improve products or services

  • Acts as a resource for colleagues with less experience

  • Requires in-depth knowledge and experience

  • Decisions guided by policies, procedures and business plan

  • Generally domestic scope/accountability

Customer Facing Account Manager Position

Let your enthusiasm and multi-tasking skills shine in this unique client service department in the mortgage software industry! Much more than just a client services representative, you will serve as the internal point person for the customer and will be responsible for acting as the internal project advocate, ensuring that the project goes smoothly and that the experience for the client is positive. Customer Facing Account Managers oversee a project through its entire life cycle, from post proposal stage to Implementation and rollout with follow-up tasks including reporting and best practices.

In this position, your mission is to provide our clients with excellent, professional service on site Product support and Training. You must have excellent speaking skills and the ability to work well under pressure. You must be willing to travel and have excellent troubleshooting and problem solving skills to be an active and supportive member of our team. You must have excellent knowledge of internet applications and advanced PC skills in most windows environments. Experience in the mortgage industry is preferred for this position.

Experience:

  • Minimum: 2 year of customer Project Management experience, including multiple department implementation in internet software implementations. Preferable in the Mortgage Industry.

  • 3 to 5 Years technical Support. 2nd level or escalation role resolving customer issue with web based solutions.

  • Preferred: Two years of account management and/or project management experience in a Software environment with hosted solution or online application.

Responsibilities :

Provide best practices and define modules with the BlitzDocs Enterprise Application that define how customers will incorporate product into their business.

Leadership role in responding immediately to customer inquiries, complaints, and requests.

Conduct project management and implementation consulting services to customers with the need for any of the following solutions:

  • Origination

  • Post-Closing

  • Enterprise

  • eXtended Edition

  • Integrations

  • Connectors

  • Document customized solutions based on customers electronic delivery needs and collaborate with SME Account Managers for deployment and change management activities.

  • Provide onsite consulting and classroom based stand up training for customers on how to implement our internet-based mortgage application – you will be the coordinator for the entire roll out to the customer; act as the liaison between the Product Manager and the Developers.

  • Answer customer support inquiries via phone, e-mail and in person

  • Troubleshoot user problems (internet, fax, printer & scanner)

  • Assist in user setup and system configuration /administration

Provide regular and adequate feedback to team in weekly team meetings and daily activities

You will handle the rollout and conference calls with clients;

Account Manager and Secondary Account Manager are fully engaged in site design.

  • XMS Account Manager builds customized site

  • Client document type mapping reviewed and approved

  • Technology call to validate Client’s IT environment

  • Implementation testing in XMS “Stage” site

  • Changes/modifications addressed with Client and XMS project teams

  • Identify, define, and assist in testing BlitzDocs components and coordinate Client’s other configuration requirements supporting:

  • POS/LOS

  • 3 rd party systems

  • Outbound E-Ship (Investors)

  • Archival

Account Manager and Secondary Account Manager complete site, collaborated with the Client for any modifications, and conducted internal tests as needed.

  • XMS Account Manager conducts site review via web meeting to assess completeness

  • Client accepts and/or requests modifications

  • Delivery to Client for UAT

  • Finalize testing with POS, LOS, Investors, etc.

  • Confirm dates for GO Live/Onsite implementation

  • PMP arranges travel schedule and sends T&E estimate to Client

  • Build - Configure Production SiteAccount Manager and Secondary Account Manager conduct onsite training of the Client’s administrators and end-users. The objective is to have end-users comfortable and familiar with BlitzDocs and loading active loans into the system.

  • Transition to Production Site

  • XMS Account Manager prepares all user documentation, manuals, and training guides (May be customized for the Client)

  • Onsite training for Client Admins, End-Users, Correspondents, etc.

  • Hands-on support and post-implementation that includes issue resolution and monitoring

  • Must be able to travel up to 25%-30% to be on site with clientsRequired Skills:

  • A Bachelors degree

  • 3 years of your most recent job history should include high access to PC support environment; web based products.

  • Stand up classroom training experience

  • Ability to do “Process Mapping” with clients on site.

  • MS Office Suite (Word, Excel, Power Point) and MS Project.

  • Knowledgeable of relational databases and internet applications. Web Services knowledge preferable.

  • Effective time management, documentation and organizational skills.

  • Superior communications and speaking skills, and excellent skills working with customers on the phone and in person

  • Ability to work well under pressure with a positive and courteous customer service attitude

  • Good sense of a team spirit; highly motivated, positive, enthusiastic, can-do personality; critical thinker.

  • Ability to effectively manage time and multi-task in a changing environment and with minimal supervision.

  • Possess leadership in directing Account Support Reps in project protocols and standards.

  • Skilled in detailed requirements gathering/elicitation and consulting practices

  • Must possess superior communication skills (both verbal and written) inclusive of strong presentation skills.

  • Must be resourceful in gathering information to resolve customer problems.

  • Must be detail oriented, a quick learner and work well in rapidly changing environment.

Conduent is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, gender expression, sex/gender, marital status, sexual orientation, physical or mental disability, medical condition, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law. People with disabilities who need a reasonable accommodation to apply for or compete for employment with Conduent may request such accommodation(s) by clicking on the following link, completing the accommodation request form, and submitting the request by using the "Submit" button at the bottom of the form. For those using Google Chrome or Mozilla Firefox please download the form first: click here to access or download the form at https://downloads.conduent.com/content/usa/en/file/conduent-applicant-adaaa-referral-form.pdf .

Job Service Delivery Management

Primary Location United States-Georgia-Stockbridge

Organization Financial Service Healthcare

Unposting Date Ongoing

Req ID: 18018908