Sr Manager, CPM

Title: Sr Manager, CPM

Business Function: Client Services

Location:  Remote, US + Travel

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, operational excellence, profitability, service goals & shaping product strategy. This role serves as a key interface between the client and Asurion’s internal cross functional teams (Product, Operations, Legal, IT, Supply Chain, Finance, and Program Management). He/she will be responsible for managing the AT&T Home programs, Broadband channel, and any new/future Home program launches.  Additional expectations include creation and delivery of client decks outlining the engagement and storytelling of the product value, delivery and communication of program reporting (including weekly/monthly dashboard delivery and readout plus monthly and/or quarterly client QBR’s), internal and external escalations, influencing sales and system support both internally and externally, providing program expertise and guidance to the product and project management teams in support of Asurion client products and/or projects, as well as defining client specific operating procedures and process improvement opportunities.  This person should be influential both internally and externally to drive results.  They should also work independently, take ownership / accountability, and be thoughtful with proposed solutions. 

The primary functions of this role include interfacing with the client, monitoring the operational and contractual obligations / performance of the AT&T programs, ownership of compliance/audits, management of operational reporting, providing oversight and influencing the direction of the Home, and Broadband upsell pilot/launch, providing customer experience analysis across customer channels / recommendations for improvement, lead escalations, client marketing (training, in-market materials such as brochures, etc.), oversight of the web and IVR, influential support of operational channels (claims/Soluto/UBIF/in-home) as well as repair and in-home installs, partnership with marketing to reduce program churn, partnership with the field/sales teams to drive growth, ownership of client talk and calibrations, general project management, and the ability to influence and sell-in new revenue generating business opportunities. 

Essential Duties and Responsibilities: 

• Ownership of the AT&T Home products (Home+, HTP, future Home opportunities); internal/external communication, program management, implementation, etc. 

• Accountability for launching and driving results for a HTP Mobility and Broadband upsell rollout 

• Internal and external communication 

• Building strong relationships (both internally and externally) 

• Ability to effectively create and present the overall product storylines showcasing our value and results to the client 

• Drive internal results to ensure Asurion contractual KPI’s are met or exceeded for all Home programs 

• Interact with the client team on a consistent basis to address ad hoc questions/issues, present Asurion products & functionality, and resolve client concerns regarding the program 

• Act as a primary point of contact for escalations; providing quick and clear guidance and resolution, including management between Asurion and the client 

• Leverage knowledge of Asurion’s enrollment, IVR, claims, and fulfillment processes across all channels to anticipate and prevent issues caused by the changing nature of the program 

• Drive the development and implementation of Asurion products and program enhancements with a working knowledge of Asurion pricing models and enhanced fulfillment models 

• Act as a subject matter expert to Asurion’s internal teams on the client’s organization and goals, championing the needs of the client 

• Serve as the client SME for CX  

• Partner with the field/sales teams to improve awareness and understanding of current product offerings to ultimately drive growth 

• Vigorously manage program reporting, including internal accuracy and external delivery management 

• Act as the primary CPM point of contact and SME for Client Marketing reviews and approvals 

• Partner with the Program Client Mgmt. (PCM) team and other internal resources to quickly perform root cause analysis on client escalations and provide the client with appropriate information and resolution steps 

• Documentation of client programs: processes, data flows, file formats, and other relevant tasks 

• Lead issue triage and resolution cross functionally: ensure timely diagnosis of root cause and document all issues through to resolution 

Qualifications 

• Bachelor's Degree preferred 

• 5+ years in client account management or related client facing operational or project management experience 

• Working knowledge of Asurion systems, platforms and processes from enrollment to cancellation, and the ability to clearly articulate system functionality and capabilities as well as these processes appropriately for both internal and external teams 

• Breadth & Depth of knowledge to manage implementation of program changes, product enhancements and clear, accurate client reporting 

• Experience leveraging Asurion data appropriately and an understanding of sensitivity surrounding program metrics 

• Ability to influence and build consensus cross-functionally to achieve results; strong bias for action 

• Ability to present highly complex processes at managerial client levels and internal operational meetings 

• Strong relationship management skills; proven ability to influence internal colleagues from all business functions 

• Solid analytical skills 

• Exceptional interpersonal, verbal and written skills 

• This position requires the 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. This position requires a high level of skill in both oral and written communication and the ability to effectively present ideas and information 

• Advanced computer skills including MS Office and MS PowerPoint required 

• 50% domestic travel required