• Client Advocate Manager

    Sepire (Willowbrook, IL)


    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

     

    This employer participates in E-Verify. Click here (https://e-verify.uscis.gov/web/media/resourcesContents/E-Verify\_Participation\_Poster\_ES.pdf) for more information.

     

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