Client Relationship Technology Manager

The Client Relationship Technology Manager is responsible for the client consultancy, intake review, intake request, monitoring of request process, and deployment of changes to client technology related components of client Risk Management program. This position will ensure the optimized delivery of the request for both client and company. This position will develop, deploy and provide ongoing updates of standard client related best practices aligned with client program, core system, product and program deliverables and other technology driven client requirements. This position will serve as the gatekeeping, single point of contact for service requests (technology) submissions, Subject Matter Expert for Field/Sales and Client Service with systems requiring technology configurations and ensure quality assurance delivery of these requests to the client. In addition, this position will also serve as a Subject Matter Expert to internal operational and technology teams as to the intended outcome of the client change and provide additional counsel on the accurate set up, change order and configuration options to deliver an accurate outcome.

Job Duties and Responsibilities:

Execute and Deliver Risk Management Program Configuration Optimization (35%)

• Responsible for the overall performance of client-related technology changes, Unitrac/Refund Plus/ARM system set up according to established and client best practices.
• Develop and deploy structured Client Best Practices based on product and program
• Execute proactive management and monitoring of client-related service requests and tickets to ensure accurate and timely resolution.
• Review client service-related technology dependent changes, improvements, program transitions, file set up and exchanges and ensure the request will provide the intended outcome.
• Ensure consultancy and service by adhering to strict Client Level service standards.
• Build and maintain strong relationships with assigned clients and anticipate client needs. Provide consultancy that meets the business objectives of the client but also aligns to company program and performance goals and optimized financial performance.
• Serve as the Allied Solutions single point of contact for client-based program performance and ensure strong communication and partnership with Sales RVP and SVP, Sales Specialists, risk management business and vendor partners.
• Work with internal and client teams involved in the delivery of the CPI, LPI, Tracking and/or Risk and Recovery products including but not limited to: Real Estate, Vehicle, Refund and Repo related services.

Implementation and Program Transition Monitoring/Quality Assurance (30%)

• Ensure that the Risk Management-based product and service offered within each client and for the overall territory portfolio perform at a level that meets or exceeds the client expectations for implementation and configuration.
• Actively assist in the development, architecture of the specific program changes orders, configuration set up including but not limited review of prior carrier or program parameters and the transition to a new client program or transition client program such as traditional CPI to SMP CPI.
• Effectively and efficiently develop, consult, and deliver program changes to ensure the financial viability of the insurance program.
• Provide consultancy to changes to people, process, technology within the client construct that will support and deliver the needed risk management-based services and allow company insurance and recovery programs to meet company and client financial performance.
• Deliver and deploy needed system, process, compliance or other risk management-based service enhancements or product improvements to ensure client adoption and optimization.
• In collaboration with Field Sales and Service provide ongoing support for the implementation process and ensure client technology configurations are accurate and properly coded. Serve as a QA resource and consultant to set up clients with technology flags, codes, status and other attributes accurately and that they are tested and signed off as functional as intended for both company and client.
• Aid and provide technical functional client -facing expertise to troubleshoot and diminish client related implementation and production impediments.

Develop, deploy and maintain Client Program Configuration Best Practices (25%)

• Execute ongoing consultancy and proactively monitor the needs of clients to determine and discover client needs and deficits to program and product performance.
• Working with Product, Sales, Operations and Technology develop Client Facing Product and Program Best Practices and Standard Configuration Recommendations for optimization of client performance.
• Actively engage and deliver client- facing consultancy and then transfer the outcomes of the consultancy to a set of Lender Particulars to document the Client Best Practice and document any change in configuration, Core integration, PRM, Program deliverables and schedules.
• Actively engage and participate in Client Implementation process leveraging Client Best Practice and Product specific set up and production including testing of products and services delivered by key referral partners where technology configurations are required.
• Serve as the SME for Field Service and Client delivery of program set up, change order and other technically driven requirements.
• Will provide QA services in tandem with the operations and ETG owners of change orders and service-related tickets. Will liaison with clients to ensure accurate and timely engagement and changes to their systems in order to deliver the intended outcomes. Will serve as part of the test team for QA for all required change orders.

Client Escalation Management (10%) 

• Will serve as the single point of contact representing Field Service in the CLEAR process to ensure technological required changes, fixes, orders and issue exploration are identified at root cause.
• Will partner with Risk Ops Control, Client Experience and other internal resources representing Filed Service and Sales when the client escalation stems from configuration and
• Provide technical consultancy and quality assurance review that needed changes, fixes, CLEAR, CAPA and other client escalations are addressed with accuracy and timeliness.
• Provide Quality Assurance review that root cause identification was corrected and monitors and controls have been identified at root cause and deployed.
• Assist Sales and Field Service in monitoring what needs to occur on the client side and ensure client changes if needed are also employed and executed.

Qualifications (Education, Experience, Certifications & KSA):

• High School Diploma or GED required, Bachelor’s Degree preferred.
• 8 – 10 years of relevant work experience.
• Position may require travel up to 20% to meet with Top Tier clients and provide Client BPR and Best Practices prior to Implementation, program additions or expansions, or program transitions. (VSI, CPI, SMP, Real Estate, Flood, Commercial)
• This position will require a strong and experienced knowledge of insurance tracking and recovery systems.
• Strong communication skills required, including excellent written communication and the ability to present to clients. Candidates should be able to clearly articulate ideas, convey complex information effectively, and engage with stakeholders in a professional manner

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, skills, efforts or working conditions associated with a job.

We offer our employees a robust compensation package! Our comprehensive benefits include: medical, dental and vision insurance coverage; 100% company-paid life and disability coverage, 401k options with company match, three weeks PTO by the end of the first year and much more. Allied proudly promotes from within as part of a strong commitment to providing career growth opportunities for employees of all levels. Our diverse business portfolio allows employees broad career options with the advantage of staying with the same organization.

All qualified candidates will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law.

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