AVP, Client Support Manager

Company: Disability Solutions
Location: New York
Posted on: November 1, 2024

Job Description:

Job Description:Role Summary/Purpose:The AVP, Client Support Manager will provide client and technology partner integration support for the Health & Wellness platform. Reporting to the VP, Client Support Lead, the primary focus of the role will be adherence to contractual service agreements, in alignment with the Technology Program Management team, with responsibilities to include monitoring, assessing,-- and communicating metrics related to Synchrony's ongoing client relationships. Other responsibilities will include implementation and technical support of payment and financing solutions with clients and technology partners in all Health & Wellness industries; log, triage, and resolve technical support incidents reported to Synchrony by either the client/partner or internal stakeholders.Our Way of WorkingWe're proud to offer you choice and flexibility. At Synchrony, our way of working allows you to have the option to work from home, near one of our Hubs or come into one of our offices. Occasionally you may be required to commute to our nearest office for in person engagement activities such as business or team meetings, training and culture events.Essential Responsibilities:

• Collaborate with Health & Wellness Technology Program Management team on client requirements for monitoring and reporting to ensure adherence to contractual obligations.
• Communicate dashboards to clients, including applicable internal client relationship management team, as outlined within the client contracts.
• Utilize in-place tracking tools such as ServiceNow to formally document technical support incidents received from internal and/or external stakeholders.
• Partner with Sales and various technology teams to assess incidents, identify root cause and implement corrective actions.
• Deliver optimal service to align with contractual service level agreements and/or client/partner classification using data such as profitability models.
• Create artifacts, such as standard operating procedures and/or or knowledge base articles, for internal support team activities.
• Manage day-to-day support activities for existing client/technology partner base concurrently with integration activities of new partnerships.
• Interface directly with clients/vendors when supporting the new and existing client integrations as well as when required enhancements needed.
• Partner heavily with technical run teams when technical escalation is required and act as the liaison between these teams and the client/vendor.
• Foster and maintain strong working relationships with various internal business functions, as stakeholders, which include but are not limited to Sales, Provider Contact Centers, Product teams, and Engineering teams, to deliver products and services for our clients, providers and customers.
• Ensure compliance against all applicable Synchrony policies and procedures to maintain risk management framework.
• Perform other duties and/or manage special projects when the need arises to meet or exceed business goals and objectives.Qualifications/Requirements:
  • Bachelor's degree with a minimum of 3 years of Information Technology experience, or in lieu of degree, a High School Diploma/GED with a minimum of 6 years of experience in Information Technology.
  • Experience with using Splunk and other technologies, such as ServiceNow, for production support.
  • Knowledge and working experience with Application Programming Interfaces (APIs), payment processing channels, acquisition systems, and other supporting technology platforms used within Synchrony.
  • 3+ years of project management experience.Desired Characteristics:
    • Experience in the Financial Services industry.
    • Strong verbal and written communication, and critical thinking skills.
    • Strong analytical and technical skillset used to assess and resolve technical incidents encountered by clients/partners.
    • Client relationship management experience with client/customer focus and ability to manage client/customer expectations.
    • Understanding of Business-to-Business (B2B) and Business-to-Consumer (B2C) point of sale (POS) processing.
    • Experience and knowledge of Agile framework methodologies, including Scrum, Kanban and/or SAFe.
    • Developing and executing integration and support test scripts.
    • Experience working as a liaison across various business functions on multiple IT initiatives.
    • Desire to work in a dynamic, fast paced environment and drive continuous improvement for the immediate team, cross-functional stakeholders, processes and provider/customer experience.Grade/Level: 10---------------------------------------------------------------------------------- ---------------------- --------------------------------------------------------The salary range for this position is 75,000.00 - 130,000.00 USD Annual and is eligible for an annual bonus based on individual and company performance.Actual compensation offered within the posted salary range will be based upon work experience, skill level or knowledge.----------------------------------------Salaries are adjusted according to market in CA, NY Metro and Seattle.Eligibility Requirements:
      • You must be 18 years or older
      • You must have a high school diploma or equivalent
      • You must be willing to take a drug test, submit to a background investigation and submit fingerprints as part of the onboarding process
      • You must be able to satisfy the requirements of Section 19 of the Federal Deposit Insurance Act.
      • New hires (Level 4-7) must have 9 months of continuous service with the company before they are eligible to post on other roles.-- Once this new hire time in position requirement is met, the associate will have a minimum 6 months' time in position before they can post for future non-exempt roles.-- Employees, level 8 or greater, must have at least 18 months' time in position before they can post.-- All internal employees must consistently meet performance expectations and have approval from your manager to post (or the approval of your manager and HR if you don't meet the time in position or performance expectations).Legal authorization to work in the U.S. is required.-- We will not sponsor individuals for employment visas, now or in the future, for this job opening.--All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.--Our Commitment:When you join us, you'll be part of a diverse, inclusive culture where your skills, experience, and voice are not only heard-but valued. We celebrate the differences in all of us and believe that our individual, unique perspectives is what makes Synchrony truly a great place to work. Together, we're building a future where we can all belong, connect and turn ideals into action. Through the power of our 8--, with more than 60% of our workforce engaged, you'll find community to connect with an opportunity to go beyond your passions.This starts when you choose to apply for a role at Synchrony. We ensure all qualified applicants will receive consideration for employment without regard to age, race, color, religion, gender, sexual orientation, gender identity, national origin, disability, or veteran status.Reasonable Accommodation Notice:
        • Federal law requires employers to provide reasonable accommodation to qualified individuals with disabilities. Please tell us if you require a reasonable accommodation to apply for a job or to perform your job. Examples of reasonable accommodation include making a change to the application process or work procedures, providing documents in an alternate format, using a sign language interpreter, or using specialized equipment.
        • If you need special accommodations, please call our Career Support Line so that we can discuss your specific situation. We can be reached at 1-866-301-5627.---- Representatives are available from 8am - 5pm Monday to Friday, Central Standard TimeJob Family Group:Information Technology

Keywords: Disability Solutions, Stratford , AVP, Client Support Manager, Executive , New York, Connecticut