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Sr. Manager CPM

Location Nashville, Tennessee, United States of America Category Sales Job Id ASU0015359 Job Type Full time
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JOB DESCRIPTION

Title: Sr Manager, CPM
Location: Nashville, TN

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, and service goals.

This role serves as a key interface between Asurion and a major client, so the ability to communicate well and build/maintain strong relationships is a must. 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 influential both internally and externally 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 and ambiguity.  This role will provide the candidate with diverse exposure to many areas within the client and Asurion’s businesses, so having the confidence to be front and center as a decision-maker is critical.

Essential Duties and Responsibilities:

  • Develop and leverage deep knowledge of Asurion’s program nuances- registration, claims, tech support and fulfillment processes across all channels to anticipate and prevent issues caused by the dynamic nature of our programs
  • Be highly engaged and responsive to incoming requests from a large Asurion client; bring in subject matter experts and relevant stakeholders to expeditiously drive to resolution
  • Responsibility and accountability for owning the client relationship for project and product-level engagements including internal/external communication, program management, implementation, and identification of new business opportunities
  • Regularly interact with the client team 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
  • 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
  • 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
  • Stay organized and communicate updates to stakeholders as you track towards the delivery of your commitments

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: 5%

Overnight required: Yes  

  • Travel:  Up to 5% 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.

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