A Customer Relationship Manager with a Technical Support background (Episys preferred) is needed for either the Lenexa, KS or Allen, TX data center locations. The position will be responsible for providing client support for clients accessing the Episys application throughout the OutLink Data centers in an outsourcing environment.
SUMMARY
Under minimal supervision, maintains post-sales contact with customers in order to facilitate a positive and productive long-term relationship. Acts as the company’s “single point of contact” for all applicable JHA product/service matters. Develops and maintains close working relationships with the management and staff of assigned customers.
ESSENTIAL FUNCTIONS
- As the "single point of contact" for each assigned customer, assists with the research and resolution of all matters, for all applicable products and services.
- Builds and maintains close working relationships with all levels of customer staff and management to ensure the long-term viability of the relationship.
- Maintains a high degree of communication with the management of each customer, including regularly scheduled conference calls and/or onsite, face-to-face visits. Assists with research and resolution of identified issues and reports pertinent findings to JHA management in the defined method.
- Tracks and manages the resolution of all issues for new customers, as well as, post release issues for existing customers.
- Responsible for the identification and referral of sales opportunities.
- May assist less experienced peers.
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MINIMUM QUALIFICATIONS
- High school diploma or equivalent required. Bachelor’s degree or some college preferred.
- Six to nine years of experience in customer relationship management or related field; or
- An equivalent combination of education and experience sufficient to successfully perform the essential functions of the job.
KNOWLEDGE AND SKILLS
- Responsibilities will include managing cases on behalf of those clients while interacting with internal and external vendors and support groups required for the total enterprise solution. The focus will be achieving superior customer service experiences by leveraging all JHA resources to manage projects, problem resolution, change control, release testing and coordination of new services. Providing an extraordinary high level of communications between JHA units and the client is also critical.
- Has a wide range of experience and able to resolve complex issues. Works on complex and diverse projects. Analysis requires an in-depth evaluation of variable factors. Exercises good judgment in selecting methods, techniques and evaluation criteria for obtaining solutions.
- Excellent knowledge of the financial industry.
- Excellent knowledge of company products and services.
- Excellent communication and customer interaction skills, including the ability to deliver presentations.
- Excellent organizational skills.
- Proficient in Microsoft Office (Excel, Word and Outlook).
- Able to learn the specific business goals and needs of each customer, helping them achieve their goals and formally communicate (report) findings to JHA management; able to help JHA know our customer.
- Extremely comfortable interacting and communicating with all levels of customer and internal staff, management and executives.
- Able to provide guidance to aid in the resolution of customer issues.
- Able to represent JHA in a professional and polished manner.
- Able to meet aggressive deadlines.
WORKING CONDITIONS
- Typical office setting with environmentally controlled conditions.
- Able to act independently with limited direction as business needs dictate.
- Extended overnight travel may be required.
- May work remotely.
COMPANY CONFORMANCE STATEMENT
In performance of their respective responsibilities, all employees of Jack Henry and Associates are expected to:
- Complete quality work within deadlines.
- Interact professionally with other employees, customers and suppliers.
- Work effectively as a team contributor on all assignments.
- Communicate and coordinate work efforts with other employees, customers and suppliers.
- Perform other duties as assigned.
- Attend work regularly based on the assigned schedule.
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