Director, Client Program Management

Job Purpose

The Director Client Program Management is responsible for exceeding client expectations and selling Asurion’s value proposition through the effective delivery of client programs and initiatives.  Reporting to the VP/GM Cable, the Director serves as a program relationship manager and key interface between Asurion and one or more of the client’s headquarters and regional operations teams.  The role also identifies new opportunities to drive value and integration between the client and Asurion.  

Essential Duties and Responsibilities

Relationship Management

• Act as an operational relationship manager with one or more of assigned client teams (including Product, Care, IT, Supply Chain, Legal, & Finance organizations) who oversee Asurion’s products and services at client’s headquarters.


• Cultivate key client relationships and lead regular client operational reviews with appropriate level client contacts.


• Develop and maintain strong cross functional partnerships with internal Asurion suppliers to ensure effective and consistent client service and development and delivery of projects and activities on the client’s roadmap.


• Set and manage client program performance expectations. Continually enhance client and subscriber satisfaction and perceptions.  Ensure performance standards are set and exceeded.


• Provides support for executive escalation for any contract performance issue for the appropriate client team. 


• Responsible for managing requested addendums, exceptions or extensions as it relates to the client contract.

Program Management

• Drive the development and execution of specific strategic and tactical client programs to enhance customer satisfaction and create long term value for the client. 


• Ensure all contractual obligations are fulfilled for the client.


• Primary voice to client on operational issues for one or more operational areas (e.g., success stories, escalations, outages, etc.)


• Develop, prioritize and manage short and long term program and client initiatives for one or more operational areas. 


• Propose and implement program modifications or enhancements based on performance analysis and provide insights regarding tradeoffs. 


• Deliver subject matter expertise on the client organization and initiatives and serve as a client advocate within Asurion operations.  Provides feedback to internal functions to foster continuous improvement and improve on key program elements.


• Assist with preparation of proposals, presentations and other materials for the client which help sell and solidify Asurion’s value proposition.


• Collaborate with the broader Asurion Client Services team for assigned account to maintain a coordinated account strategy.

Operational Service Delivery

• Manage service delivery while monitoring daily operations and process improvement activities.


• Swiftly ensures resolution to client escalations by partnering with Product Operations team. Facilitate diagnosis and resolution on operational related client issues, inquiries and escalations.   


• Recommends and develops performance metrics and regularly reviews with the client.

Collaboration

• Develop strong working relationships with the Product Operations and NEW service delivery teams that support the clients.

Skills & Experience

• Strong communication/presentation skills and executive presence


• Ability to present highly complex results and requirements at senior client levels, as well as internally at regular Operations meetings


• Ability to drive and appropriately prioritize client requirements


• Strong client relationship management skills


• Solid understanding in one or more of NEWAsurion’s operational business functions, including Care, Supply Chain, Program Management, Finance, Marketing and IT


• Strong business acumen and financial skills


• Strong analytical skills and ability to manage large scale projects/programs


• Strong collaboration and cross functional partnership skills; ability to influence internal colleagues from all business functions


• Exceptional interpersonal, verbal and written skills

Qualifications

Education and Experience:  Bachelor’s Degree required; Master’s Degree preferred.  Seven or more years in client account management or related operational experience.  

Technical Skills:  Intermediate computer skills including MS Office required.

Travel:  30% domestic travel required.