Job Category: Client Success
Requisition Number: COORD007656
Posted: September 4, 2025
Full-Time
Hybrid
Location: Belleville, MI
Perks Archway Offers:
Major Areas of Responsibility:
This position is responsible for the execution of the tactical work of the customer’s journey, meeting overall client requirements and SLA’s pertaining to CSS responsibilities. This includes having a complete understanding of the client operating systems and client business rules, including order processing, data setup, reporting, online ordering system, telephone, and email support.
Serve as contact for client and customer inquiries, orders and issue resolution through various communication channels. Ensures that all inquiries are handled and documented in a timely and professional manner.
Liaison between Archway departments and the client contacts or end customer. Often interfacing with all departments to ensure deliverables are being completed on time and within SLAs.
Apply attention to detail of procedures and requirements to ensure proper billing to the client, including timely and accurate closing of work to prepare for billing process.
Ensures Client satisfaction by preventing occurrences of nonconformities. Typically, the first escalation point; troubleshoots and resolves potential Client concerns, proactively identifies risk and uses the escalation protocol to communicate as required.
Proactively generates continuous improvement ideas including improved efficiencies and cost savings and ensures that most efficient processes are used.
Will partner with internal departments as needed to support them with meetings, root cause events, QBR’s etc.
This position will have a general understanding of Client contractual requirements. Updates internal stakeholders to risk, potential opportunities, out of scope requests etc.
The position will be trained in multiple areas to support redundancies are in place to service the client.
This position will be able to demonstrate knowledge of products and services provided to client, and communicate as such.
All other duties as assigned.
Qualifications, Experience, Education, Knowledge, and Skills Required: