Client Account Manager, ABA Therapy Industry

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iSTA Solutions

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

🤝 B2B

⚕️ Healthcare Insurance

☁️ SaaS

B2B • Healthcare Insurance • SaaS

iSTA Solutions is your remote healthcare operations partner specializing in off-site staffing solutions. With over 20 years of experience, we focus on enhancing operational efficiency for businesses, particularly in the healthcare sector, by providing customized remote teams that take on tasks ranging from customer service to data entry. Our goal is to support organizations in scaling their operations seamlessly while achieving significant cost savings and improved productivity.

📋 Description

• Manage the day-to-day operations of multiple USA client accounts in the ABA Therapy Industry. • Lead, coach and support remote agents to achieve performance, productivity and quality targets. • Monitor attendance, adherence, productivity and KPIs, addressing performance concerns proactively. • Conduct regular one-on-one coaching sessions and performance reviews with assigned agents. • Build strong working relationships with assigned clients and serve as their primary operational contact. • Respond to client enquiries, concerns and operational escalations promptly and professionally. • Work closely with the Client Success Manager to ensure a consistent client experience. • Analyse operational data and identify trends, risks and opportunities for improvement. • Prepare and present weekly and monthly operational performance reports. • Coordinate staffing, scheduling and resource planning to meet client requirements and service level agreements. • Collaborate with Recruitment, HR, IT and Operations teams to ensure smooth onboarding and ongoing support for client accounts. • Drive continuous improvement initiatives that enhance both client satisfaction and operational efficiency.

🎯 Requirements

• ABA Therapy Industry experience is a non-negotiable • BPO or Call Centre Operations experience • Highly organised with the ability to manage multiple priorities across several client accounts, in a fast-paced environment • Excellent coaching and problem-solving skills. • Strong understanding of KPIs, SLAs, productivity and performance management. • Confident presenting reports and discussing performance with clients and internal stakeholders.