Sr Professional, Client Program Management

• Act as primary operational point of contact for both the Client and the Client Services Team to address ad hoc questions/issues, present Asurion products & functionality, and resolve client concerns regarding the program
• Own and manage contractual obligations with the Client including metrics/KPIs, NPS/CSAT, and Reporting to ensure that all current client commitments are met on time with zero defects
• Act as a primary point of contact for implementation teams; providing a clear vision of client goals and assessing levels of engagement between Asurion & the client
• Leverage developed knowledge of Asurion’s registration, 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 including items like Asurion product categories, 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
• Prepare and present materials to the client to increase client engagement on specific projects and improve awareness and understanding of current product offerings
• Develop and recommend internal and external narrative to position Asurion as partner of choice for long term growth
• Engage internal teams to ensure that all client commitments for reporting and analysis are met on time
• Drive the development and implementation of all Asurion reporting and analysis efforts for client reporting packages
• Partner with internal cross-functional partners to quickly perform root cause analyses on client escalations and provide the client with appropriate information and resolution steps
• Documentation of client SOP’s: 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

• 3+ years in client account management, project management, or client-facing operational roles
• Background in sales or logistics in retail, insurance, logistics, or wireless industries is preferred (not essential)
• Ability to learn and articulate Asurion's systems and processes (from enrollment to cancellation)
• Understand and communicate system functionality to both internal and external teams
• Manage implementation of program changes and product enhancements and ddeliver accurate and clear client reporting
• Ability to leverage data appropriately and an understanding of sensitivity surrounding program metrics; solid analytical skills
• Ability to build cross-functional consensus to achieve results; strong bias for action
• Understanding of the legal & regulatory framework of extended warranty products and experience leveraging Asurion’s legal and regulatory groups to manage program operations
• Ability to present highly complex processes at a managerial client level and internal operational meetings
• Strong relationship management skills; proven ability to influence colleagues from all business functions
• This position requires the ability to read, write, analyze and interpret complex instructions, correspondence, legal documents, financial reports and/or technical documents in English. 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 skills in Microsoft Office, particularly PowerPoint
• Willingness to travel up to 20% domestically

• Join a non-hierarchical, fast paced and inclusive team – we foster a work culture where employees are valued, regardless of their background, level or position.
• Be a part of something bigger – we are constantly evolving within a startup framework, cultivated and supported by the backing of a large global organization.
• Boost your career through our culture of learning. Take advantage of tailored opportunities for personal growth as you build your personal development plan with your People Leader.
• Connect with the local team through team building, town halls and group training
• Give back to the community through the partnership with our local charity partners

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