Senior Manager - Client Program Management

Title: Senior Manager, Client Program Management Multi-Client Location: Remote (+25% travel) POSITION OVERVIEW: The Senior Manager, Client Program Management (CPM) is responsible for exceeding client expectations by delivering on client commitments and leveraging cross-functional teams to achieve sales, profitability & service goals. This role serves as a key interface between Asurion and our major clients, so the ability to communicate well and build/maintain strong relationships is necessary. The primary functions of this role are interfacing with the client and monitoring the operational and contractual obligations/performance of client programs. The day-to-day functions of this role will include working closely with Asurion’s internal cross-functional teams (e.g., Product, Operations, Legal, Supply Chain, IT, Care, Program Management, etc.). The ideal candidate should be able to work independently, take ownership/accountability, and be thoughtful with proposed solutions. They will also need to be internally and externally influential to advocate, influence, and drive results. From time to time the priority of the role could change, therefore, the candidate should be comfortable with change, ambiguity, and have the confidence to be front and center making decisions. This role will provide the candidate with diverse exposure to many areas within the client and Asurion’s businesses. Essential Duties and Responsibilities: Responsibility and accountability for owning the client relationships for project and product-level engagements, including internal/external communication, program management, implementation, and identification of new business opportunities Regularly interact with clients’ teams to address ad hoc questions/issues, tirelessly advocate for the value of Asurion products & capabilities, and aggressively resolve client concerns regarding our programs or their performance and perception 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 Develop and leverage deep knowledge of Asurion’s registration, claims, tech support and fulfillment processes across all channels to anticipate and prevent issues caused by the dynamic nature of our programs Become and serve as the “go-to” subject matter expert to Asurion’s internal teams on the client’s organization and goals, championing the needs of the client Support Asurion sales teams by communicating program updates and quickly addressing and removing impediments to selling Become a “tireless champion” of Asurion by preparing and presenting materials to the Client to increase engagement on specific projects or improve awareness and understanding of current product offerings Engage internal Asurion teams to ensure that all client commitments, including reporting and analysis, are met on time with exceptional quality Partner with various internal resources to quickly perform root cause analyses on client escalations and provide the client with appropriate information and resolution steps Staying organized as you track towards the delivery of your commitments Collaborate with internal Client Service team members on facilitating regional and area general session calls with carrier-owned and indirect channels EDUCATION AND EXPERIENCE: Required Education and Experience Bachelor's Degree preferred 5+ years in client account management or related client-facing operational or project management experience Exceptional interpersonal, verbal and written skills and the ability to effectively present ideas and information Ability to quickly learn and understand Asurion systems, platforms, and processes from enrollment to cancellation. Ability to present complex processes at managerial client levels and internal operational meetings Ability to influence and build consensus cross-functionally to achieve results; strong bias for action Solid analytical skills Ability to read, write, analyze and interpret complex instructions, correspondence, legal documents, financial reports and/or technical documents. This position also requires the ability to respond effectively to clients and management and handle sensitive and/or confidential communications. Advanced computer skills including MS Office required LICENSES / CERTIFICATIONS: Required Licenses/Certifications Insurance Licensing: Must be able to pass State Property and Casualty Licensing exam TRAVEL REQUIREMENTS: Travels: Yes Percent of time: 20% Overnight required: Yes Travel: Up to 15-25% domestic travel may be required Note: This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities, working conditions, physical demands, and activities my change or new ones may be assigned at any time with or without notice. Asurion provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. Use this site to view the status of applications you’ve submitted and to take action on important tasks related to those applications. Asurion is a global tech solutions industry leader that creates a work culture where employees are valued, regardless of their level or position. Our products and services help nearly 300 million customers worldwide. The Asurion Way informs our values as colleagues and emphasizes that how we work matters just as much as the work itself. Here’s how we practice the Asurion Way: Customer First We provide our customers with excellent service through empathetic, helpful, and simple interactions. Our first step? To listen. One Team We believe that our success depends on collaborating, staying humble, and embracing diverse viewpoints. Divine Discontent We're not afraid to roll up our sleeves and do more. We start small, scale with success, and tap into our full potential to deliver the best products and services. Act with Integrity We take ownership and pride in the work we do. We build trust-based relationships and do what's right-even when no one is looking. Asurion is an equal opportunity employer. We hire the best available person for the job regardless of marital status, sex, gender orientation, age, religious belief, race, nationality and ethnic origin, color, or disability.