Description/Responsibilities

Provide support for the AMP Admissions Management + Decision Support software solution and supporting products by overseeing analyst team, managing client inquiries and escalation issues, prioritizing schedules, mitigating internal issues, troubleshooting performance issues, negotiating with clients and ensuring adherence to ZAP Solutions/Client policies and procedures. This position will be dedicated to overseeing our current client roster and making sure everything is running smoothly and efficiently both internally within our analyst team as well as externally with clients.

The client service manager will possess the appropriate level of admissions/business acumen, while also having a deep-level of product expertise around the features, functionality and capabilities of the AMP software solution. The client service manager is responsible for developing and managing project plans and priorities for the technical analysts and software engineers.

Management Skills:

• Managing and overseeing analyst and support teams
• Becoming a point of contact for escalation issues
• Establishing rapport and maintain high-level relationships with clients
• Becoming an expert on the AMP software and admissions process
• Presenting positive organizational image
• Providing programmatic and technical support as needed
• Clarifying questions or concerns, managing expectations, limitations, and needs
• Explaining complex business rules in audience-appropriate language

Contributes to quality customer service standards by accessing, interpreting, applying, and self-monitoring performance in accordance with departmental policies and procedures. Indentifies and assesses needs of clients and ancillary service groups, and provides appropriate support to satisfy those needs.

Communication Skills:

Provide high-level communication to AMP clients around news, updates, and issues.

Resource Management Skills:

Participates in project workgroups. Recommends updates, changes, and improvements for AMP software and policies. Provides data for troubleshooting, general analysis and historical research aimed at enhancing service levels. Reviews and participates in the ongoing development and maintenance of procedure manuals and operational resources.

Training:

Provides software and policy training for schools via telephone, webcast or in person.

Outreach:

Attends conferences and other national forums aimed at the graduate + medical school application process. Staffs booths in exhibit areas.

Requirements

Bachelor's or Master's degree recommended.

Experience in a customer oriented, technical support environment. Personal or professional experience with college admissions process and academia a plus.

Translate complex business rules into audience-appropriate language. Respond to public inquires in a multifaceted service environment. Establish immediate rapport with and project confidence to diverse audiences. Excellent oral and written communication skills. Ability to work well with team members and independently. Must be able to manage multiple priorities while maintaining a high-level of service and attention to detail. Projects a positive image for ZAP Solutions, Inc. (AMP), addresses public inquires diplomatically, demonstrates politically savvy independent judgment, and provides exemplary service.

Knowledge of Windows/MS Office/database environment.