Description
Position Summary
Reporting to Director, Client Services, the Client Support Manager
is responsible for providing training to clients (Administrators)
and their employees and technical support to Administrators.
This position will also provide input into the development of all
training materials for both clients (Administators and employees)
and internal staff. The Client Support Manager will also act
as Subject Matter Expert (SME) and participate in User Acceptance
Testing (UAT) on IT-related projects that directly impact the
clients.
This position is cross-functional and will work closely with all
departments.
Essential Functions
Administrator Support
• Responsible for large account
implementations working closely with Account Executives, Account
Mangers coordinating clients needs with all necessary internal
departments to successfully launch program.
• Support all current and future client
interfacing systems including Administrator Support line and
Administrator Support email
• Conduct Administrator training for all
systems –which requires an understanding of the program
offered as well as technical aspects such as file processing.
• Conduct Employee Education sessions
tailored to meet the need of client both onsite and via
webinar
• Conduct monthly webinars covering employee
education and administrator system training
• Conduct benefit fairs
• Provide reports tracking attendance at
on-site and webinar sessions
• Support Account Managers in resolving
administrator, system or program issues
• Investigate and respond directly to
external clients regarding service issues, requests for solutions
in a timely manner such as payroll errors, invoice issues,
file load issues
Training Development
• Create and disseminate administrator
training materials, such as administrator manuals, presentations
and calendars
• Create and disseminate system Release
Notes for system enhancements that directly impact the user
experience.
• Assist in creating and launching a modular
interactive training program to assist Administrators and internal
clients on the use of most current and future client systems
• Assist in developing an internal training
program for new hires working with Human Resources and internal
resources
IT Project
• Act as Subject Matter Expert (SME) for IT
related projects.
• Conduct and track User Acceptance Testing
(UAT) for upgrades to Administrator system(s) and internal
system(s)
Qualifications (knowledge, experience & skills)
• Bachelor’s degree or equivalence of
education
• A minimum of 5+ year’s
experience.
• Must have excellent training and
presentation skills.
• Excellent time management and
prioritization skills.
• Strong interpersonal, follow up skills
with an ability to communicate clearly and concisely
• Ability to work collaboratively with
colleagues and staff across departments to create positive outcomes
for customers
• Ability to manage multiple priorities
within demanding timeframes.
• Must be detail orientated
• Strong knowledge of Microsoft Office Suite
applications: especially Excel, Word and Power Point a
must
• May require travel outside of the
tri-state area
Preferred Qualifications
• Knowledge of FTP Pro/FileZilla
• Knowledge of NotePad ++/Ultra Edit
• Knowledge of Snagit or equivalent text
editor tool
Equal Opportunity Employer
Details:
Job Id:
Position Type:
Full Time
Posted / Updated:
10/31/2011 3:36:06 PM
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