• Providing leadership to Client Support Team Leads and Specialists. • Building and maintaining strong relationships with Fortna clients. • Active monitoring of client systems and follow through of case resolution. • Providing guidance to all associates within the department. • Maintaining organization within the Client Support department. • Monitoring inbound call queue and email queue. • Monitoring staff for optimal ASA. • Keeping Client Support associates informed of information from senior management. • Ensuring proper daily staffing is maintained. • Holding weekly meetings with the Client Support team. • Participating in potential new hire interviews. • Coordinating internal project work. • Managing client education through training webinars. • Managing staffing requirements based on client growth. • Strengthening relationships between departments. • Helping during critical client issues. • Holding training sessions for associates. • Developing new processes to keep Client Support ahead of technology.