The role of the Client Support Manager is for Colombia, Remote only. This role consist of delivering outstanding customer service to our clients by providing exceptional support and creating positive experiences. The Client Support Manager manages customer inquiries across a variety of channels and will respond to incoming requests quickly and fully solve client issues directly or through partnering with other Cadex departments. By providing outstanding experience for clients, the Client Support Manager will improve client experience and retention. PRIMARY JOB DUTIES 1. Address and resolve client questions or requests by directly handling these issues or working collaboratively with other departments. 2. Maintain proactive contact with Core clients and support the CX team for the purpose of ensuring excellent client satisfaction. 3. Support Sales and CX when required in identifying opportunities to grow or cross-sell other business services. 4. Support client onboarding and claim submission process; set up client web-portal, schedule and conduct web demo training, communicate and document client’s handling procedures in Cadex collections application (Dragon) and relay necessary information to the Operations team 5. Monitor and maintain records in CRM ticketing system (Salesforce Service Cloud), including the assurance of prompt response and resolution. SECONDARY JOB DUTIES ® Support the Sales and CX teams by acting as a resource for them in servicing new and existing clients ® Act as liaison between clients, and internal departments, and vendors. ® Present information about our services and procedures to clients, potential clients, and others either in-person, via telephone, or web demonstration. ® Assist in contributing ideas to support Client Experience Surveys and engage in subsequent internal reporting and follow-up based on the results of the surveys. ® Maintain client records in Collections and CRM applications (Dragon, Salesforce, etc.) including but not limited to updating record information, and setting up client rates, running reports, and reviewing notes/history. ® Provide portfolio reports to CX team and clients, both on demand and/or according to deadlines. ® Be fully proficient in Cadex reports (Dragon, Looker, Tableau, etc.), with the objective of being able to explain reports and analytics to clients and Sales or Operations if required. ® When required, act as a primary point of interface with clients on behalf of the Operations team, providing account-level updates, requests, and other escalations. ® Actively contribute during scheduled team meetings, providing updates on weekly activities, projects, and progress assessments against quarterly/annual OKRs. ® Continuously seek opportunities for process improvement and propose ideas. ® Foster effective communication and collaboration between countries and cultures within all regions ® Assist in Client Support project work as required ® Act as backup to other members of the Client Support Department ® Maintain a high level of professionalism and confidentiality with all information entrusted with TRAVEL No travel is expected for this position. REQUIRED EDUCATION AND EXPERIENCE Degree from a two or four-year college or university and 2-5 years related experience and/or training; or equivalent combination of education and experience. Proven experience working with clients in a B2B or B2C environment, managing day-to-day operations, and handling client requests. FLUENCY This position requires fluency in the English language. Fluency in additional languages may be required based on location or client assignment. ADDITIONAL ELIGIBILITY REQUIREMENTS/RESPONSIBILITIES/QUALIFICATIONS None required for this position WORK ENVIRONMENT This job operates either in an office setting or a remote work environment. This role may routinely use standard office equipment such as computers, headsets, telephones, webcams, photocopiers/printers, and related. The noise level in the office setting is limited to quiet and the work environment noise level will vary based on the individual’s remote work environment. PHYSICAL DEMANDS The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. While performing the duties of this job, the employee is regularly required to talk and hear and work with others through verbal and written contact. This is a largely sedentary role; however the employee is occasionally required to stand, walk, use hands, and reach with hands and arms. Specific vision abilities required by this job include general seeing and close vision. Repetitive motion is frequently required through typing and computer mouse usage. Mental requirements include simple and complex reading, simple and complex writing, memorization, analyzation, perception/comprehension, decision making, planning, independent action, and planning. To perform this job successfully, an individual must be able to perform each essential job duty satisfactorily. The requirements listed above are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions. EEO STATEMENT Cadex provides equal employment opportunities to all employees without regard to race, color, creed, religion, sex, age, national origin, disability, marital status, familial status, predisposing genetic characteristics, domestic violence victim status, gender identity or expression, pregnancy, sexual orientation or military status.