Careers

Vice President, Client Program Management

The Vice President - Client Program Management is responsible for exceeding client expectations and selling Asurion’s value proposition through the effective delivery of client programs and initiatives.  Serves as the program relationship manager and key interface between Asurion and the client’s headquarters and regional operations.  Identifies new opportunities to drive value and integration between the client and Asurion. 

Essential Duties and Responsibilities

Relationship Management

·         Act as the overall operational relationship manager with the carriers’ teams (including Product, Care, IT, Supply Chain, Legal, & Finance organizations) who oversee Asurion’s products and services at carrier’s headquarters.

·         Cultivate key client relationships and lead regular client operational reviews with appropriate level client contacts.

·         Develop and maintain strong cross functional partnerships with internal Asurion suppliers to ensure effective and consistent client service and development roadmap delivery.

·         Set and manage client program performance expectations. Continually enhance client and subscriber satisfaction and perceptions.  Ensure performance standards are set and exceeded.

·         Serve as the primary client point of executive escalation for any contract performance issue.

·         Responsible for managing any requested addendums, exceptions or extensions as it relates to the client contract.

Program Management

·         Drive the development and execution of strategic and tactical client programs to enhance customer satisfaction and create long term value for the client. 

·         Ensure all contractual obligations are fulfilled for the client.

·         Primary voice to client on operational issues (e.g., success stories, escalations, outages, etc.)

·         Develop, prioritize and manage short and long term program and client initiatives. 

·         Propose and implement program modifications or enhancements based on performance analysis and provide insights regarding tradeoffs. 

·         Deliver subject matter expertise on the client organization and initiatives and serve as the client advocate within Asurion operations.  Provides feedback to internal functions to foster continuous improvement and improve on key program elements.

·         Assist with preparation of proposals, presentations and other materials for the client which help sell and solidify Asurion’s value proposition.

·         Collaborate with the broader Asurion Client Services team for assigned account to maintain a coordinated account strategy.

Operational Service Delivery

·         Manage overall service delivery while monitoring daily operations and process improvement activities.

·         Swiftly ensures resolution to all client escalations by partnering with Product Operations team. Facilitate diagnosis and resolution on all operational related client issues, inquiries and escalations.  

·         Recommends and develops performance metrics and regularly reviews with the client.

Team Management and Collaboration

·         Lead, coach and provide direction to the Client Program Management team.  Ensure the right talent is in place to meet the account demands.

·         Develop strong working relationships with the Product Operations teams that support the client.

Qualifications

·         Bachelor’s Degree required; Master’s Degree preferred. 

·         10 or more years in client account management or related operational experience. 

·         Strong communication/presentation skills and executive presence

·         Ability to present highly complex results and requirements at senior client levels, as well as  internally at regular Operations meetings

·         Ability to drive and appropriately prioritize client requirements

·         Strong client relationship management skills

·         Solid understanding of Asurion’s operational business functions, including Care, Supply Chain, Program Management, Finance, Marketing and IT

·         Strong business acumen and financial skills

·         Strong analytical skills and ability to manage large scale projects/programs

·         Strong collaboration and cross functional partnership skills; ability to influence internal colleagues from all business functions

·         Exceptional interpersonal, verbal and written skills

·         Ability to read, write, analyze and interpret complex instructions, correspondence, legal documents, financial reports and/or technical documents. 

·         Ability to respond effectively to clients, employees and management and handle sensitive and/or confidential communications. 

·         Intermediate computer skills including MS Office required.

·         25% domestic travel required.

About Asurion:

Asurion is the global leader in technology protection services. From lost, stolen and damaged wireless handsets to malfunctioning computers, gaming systems and more, Asurion, together with sister-company NEW, provides more than 200 million consumers worldwide with best-in-class service, repair, replacement and delivery. The company also provides products which can protect a consumer’s wireless content and software. Asurion is the exclusive provider to many of the world's premier telecommunications and retail companies. The company is privately-held with more than 10,000 employees and operates in six countries across three continents. For more information, please visit www.asurion.com.

EOE/M/F/DV