Are you looking for a new role where you can be yourself and accomplish your best work Look no further. At Asurion, our teams work collaboratively to innovate and serve customers while ensuring employees succeed and feel valued.
We dont just provide customers with exceptional service we create a positive experience for our employees, helping them grow their careers while they help customers enjoy and do more with their technology.
Who is the Sr Professional, Client Program Management
The Sr Professional, Client Program Management (CPM) is responsible for exceeding client expectations by delivering on client commitments and leveraging cross functional teams to achieve sales and service goals.
This role serves as a key interface between the client and Asurions internal cross functional teams (IT, Product Ops, Legal, SCM, CARE, and Program Management). He/she will be responsible for Client specific program performance dashboards and quarterly operations presentations, communication of results to account stakeholders on a monthly and/or quarterly basis, providing program expertise to the project management and account teams in support of Asurion client products and/or projects, as well as defining client specific operating procedures and process improvement opportunities.
The primary functions of this role include interfacing with the client, monitoring the operational functioning of programs, providing customer experience analysis across customer channels and recommendations for improvement, and guiding implementation of enterprise level projects to meet both Asurion and Client goals.
Essential Duties and Responsibilities:
- Act as primary operational point of contact for both the Client and the Client Services Team to address ad hoc questions/issues, present Asurion products & functionality, and resolve client concerns regarding the program
- Own and manage contractual obligations with the Client including metrics/KPIs, NPS/CSAT, and Reporting to ensure that all current client commitments are met on time with zero defects
- Act as a primary point of contact for implementation teams; providing a clear vision of client goals and assessing levels of engagement between Asurion & the client
- Leverage developed knowledge of Asurions registration, claims and fulfillment processes across all channels to anticipate and prevent issues caused by the changing nature of the program
- Drive the development and implementation of Asurion products and program enhancements including items like Asurion product categories, Asurion pricing models, and enhanced fulfillment models
- Act as a subject matter expert to Asurions internal teams on the clients organization and goals, championing the needs of the client
- Prepare and present materials to the client to increase client engagement on specific projects and improve awareness and understanding of current product offerings
- Develop and recommend internal and external narrative to position Asurion as partner of choice for long term growth
- Engage internal teams to ensure that all client commitments for reporting and analysis are met on time
- Drive the development and implementation of all Asurion reporting and analysis efforts for client reporting packages
- Partner with internal cross-functional partners to quickly perform root cause analyses on client escalations and provide the client with appropriate information and resolution steps
- Documentation of client SOPs: processes, data flows, file formats, and other relevant tasks
- Lead issue triage and resolution cross functionally: ensure timely diagnosis of root cause and document all issues through to resolution
Qualifications:
- 3+ years in client account management, project management, or client-facing operational roles
- Background in sales or logistics in retail, insurance, logistics, or wireless industries is preferred (not essential)
- Ability to learn and articulate Asurion&aposs systems and processes (from enrollment to cancellation)
- Understand and communicate system functionality to both internal and external teams
- Manage implementation of program changes and product enhancements and ddeliver accurate and clear client reporting
- Ability to leverage data appropriately and an understanding of sensitivity surrounding program metrics; solid analytical skills
- Ability to build cross-functional consensus to achieve results; strong bias for action
- Understanding of the legal & regulatory framework of extended warranty products and experience leveraging Asurions legal and regulatory groups to manage program operations
- Ability to present highly complex processes at a managerial client level and internal operational meetings
- Strong relationship management skills; proven ability to influence colleagues from all business functions
- This position requires the ability to read, write, analyze and interpret complex instructions, correspondence, legal documents, financial reports and/or technical documents in English. This position also requires the ability to respond effectively to clients and management and handle sensitive and/or confidential communications. This position requires a high level of skill in both oral and written communication and the ability to effectively present ideas and information
- Advanced skills in Microsoft Office, particularly PowerPoint
- Willingness to travel up to 20% domestically
How we can take care of you:
- Join a non-hierarchical, fast paced and inclusive team we foster a work culture where employees are valued, regardless of their background, level or position.
- Be a part of something bigger we are constantly evolving within a startup framework, cultivated and supported by the backing of a large global organization.
- Boost your career through our culture of learning. Take advantage of tailored opportunities for personal growth as you build your personal development plan with your People Leader.
- Connect with the local team through team building, town halls and group training
- Give back to the community through the partnership with our local charity partners
Get to know us:
Our journey has taken us from a small startup to the biggest tech care company in the world. Well continue to evolve, but our integrity and commitment to our customers and partners will stay the same. With offices worldwide and working with respected companies youve heard of and whose products you love, Asurions 24,000 employees and counting deliver a seamless, award-winning customer experience to our nearly 300 million customers, anticipating their needs and providing tailored services reachable within one touch. We are regularly recognized for our excellence in service, customer support and as a best place to work.
