Company Overview
Sepire is a marketing services and communications distribution company specializing in complex, compliance driven solutions for its' clientele. We are a technology forward company focused on delivering automation solutions in a highly secure environment. Our multi-channel communications services include contact management, printing, mailing, fulfillment, and electronic delivery.
Job Summary
The Client Advocate Manager reports directly to the Chief Operations Officer. This is a critical role in the organization. This role works directly with managing the client advocates, daily program work and ad hoc special projects and jobs for omni-channel communications delivery. This role will coordinate with all departments and stakeholders to deliver a delightful client experience. This role requires project management experience, excellent communication skills, and the ability to excel in a rapidly changing environment.
Key Responsibilities
As Client Advocate Manager, your leadership will be central to Sepire’s mission of delivering exceptional client experiences. Your responsibilities will include:
- Leading and developing the Customer Advocacy team, managing performance objectives at both the team and individual level.
- Driving client satisfaction by ensuring consistent performance across delivery, quality, and responsiveness.
- Managing workload balancing and contingency planning for team absences or volume fluctuations.
- Partnering cross-functionally to improve processes that ease delivery and strengthen client outcomes.
- Implementing enhanced job ticketing processes and ensuring appropriate documentation and training.
- Executing Jira-based workflows as defined by the upcoming Jira Reboot Initiative.
- Designing and launching client engagement practices such as NPS, surveys, and business reviews.
- Collaborating with leadership to define improved support models for strategic accounts. You will initially be hands-on with our Teladoc client to assess gaps, support needs, and align improvement actions with internal stakeholders.
- Onsite only
Benefits and Perks
- Health insurance
- Vacation
- Paid holidays
- Birthday PTO
- 401k
- Convenient to public transportation and interstate access
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