Manager, Client Services - Healthcare Vertical

at  ONeil Digital Solutions LLC

ABOUT US

Founded in 1973, O’Neil Digital Solutions (ODS) is a leading IT consulting firm specializing in the optimization of complex end-to-end business process systems for a multitude of business verticals including Financial Services, Digital Media, Healthcare, and Transportation industries. ODS provides high-touch bespoke software engineering, systems integration, and infrastructure management services to clients of all sizes and industries. From large scale mass communication projects to highly secure and confidential data analytics using Big Data frameworks like Hadoop and AWS Redshift, ODS has a broad set of proven technical capabilities that help companies make complex digital transformations. ODS offers state of the art publishing solutions through our customer-centric applications and services include electronic document delivery, web applications, high-speed digital printing (color and black & white), automated composition, offset printing, warehousing and fulfillment services. ODS is headquartered in Los Angeles, CA and also has offices/plants in Texas and North Carolina centrally located to serve clients across the country.

SUMMARY

The Client Services Manager’s priority is to support the Strategic Relationship Manager and Lead Client Services Manager in the day-to-day management of client’s business activities, and will be responsible for the internal job production SLA monitoring, invoicing, and reporting.

REQUIRED EDUCATION, EXPERIENCE, CERTIFICATION/LICENSURE

• Bachelor’s degree from an accredited four-year college or university is required.
• Five years of relevant work experience in client services, project planning, and strategic planning in vertical markets (i.e. Healthcare, Financial Services, Retail, etc.); including 2 years of demonstrated leadership experience.
• Proficient with Microsoft Office products (MS Word, MS Excel) and Jira/confluence is a plus.

KNOWLEDGE, SKILLS AND ABILITIES (KSAs)

• Perform all work and activities with honesty and integrity
• Take personal responsibility for productivity, quality and timeliness of work
• Effectively communicate (and listen) clearly, professionally, politely and persuasively in all situations; respond well and in a reasonable, timely manner
• Challenge conventional practices and use creativity and information to lead, innovate, problem solve, and implement ideas to contribute to the growth of the organization
• Support and meet company/department goals and core values
• Collaborate with co-workers to achieve common goals

Management Responsibilities: Up to ten (10) direct reports

TRAVEL OR DRIVING REQUIREMENTS

If required, provide the % of travel or driving time.

• % of Travel Required: 25
• % of Driving Required: N/A

• Plan and strategize with Strategic Relationship Manager and Lead Client Services Manager on direction of client business
• Responsible for partnering with the Client Operations Team to monitoring all daily print production/ File sweeps/ File Reconciliation/ Job Monitoring/Print File verification and quality check
• Manage entire production workflow of client projects (data processing, printing, fulfillment, mailing, invoicing, reporting, inventory management)
• Responsible to oversee and track client SLAs and performance metrics
• Pro-active management and timely response to client inquiries and needs
• Collaborate with the Client Operations team in management of client Inventory including: NAV Kit Matrix, bulk shipments, Collateral Print Estimates/Proposals, and purchase orders
• Plan and maintain capacity and load balance in coordination with production management
• Collaborate with the Production Engineering team on new projects and production setups
• Creation, submission and management of all tasks in Jira
• Works closely with the IT team on submitting & prioritizing client requests
• Responsible for researching and resolving production related issues
• Liaison between the clients and all internal departments
• Develop, manage and maintain client reporting and adhoc reporting
• Responsible for updating and maintaining client specific information in confluence which include Standard Operating Procedures
• Perform other duties as assigned