Client Services Manager – IT
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Job Description
Client Services Manager responsible for managing a team of Directors of Technologists in IT consulting. Ensuring effective servicing and strategic solutions for clients with a focus on legal and professional service firms.
Responsibilities:
- IT consulting, strategy and roadmap generation repeatable strategies.
- Ensure QBR service reviews are scheduled by the team and delivered as expected.
- Identify problematic areas and implement strategic solutions in a timely manner.
- Provide guidance, support, and resolve conflict within the team.
- Responsible for IT Roadmap deliverable.
- Ensuring repeatable processes are enabled for technical proposals “scopes”. delivered no later than 10 business days.
- Managing the deliverables of the DOTs.
- Responsible for CSAT, NPS management and campaigns.
- Knowledge of gross margin, asset, standard and alignment, major incident response and MSA management.
- Guides the talent identification and development processes for their team.
- Works in alignment with the service, NOC, and technical managers to ensure SLO compliance.
- Manages Frontline MITS customer and customer relationships as the point of contact for greater enablement and platform integration purposes.
- Participate in weekly, monthly, quarterly and yearly service reviews with the service delivery manager.
Requirements:
- 5 years’ Account Management or customer service experience supporting US clients, preferably IT-related business to business
- Bachelor's degree (BA or BS) from accredited college or university
- Excellent communication and interpersonal skills with the ability to gain the trust of clients
- Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions.
- Excellent judgment and discretion; ability to handle multiple priorities simultaneously, meet deadlines, and handle work-related stress is required.
- Friendly, courteous, service-oriented, professional, outgoing, and customer service oriented.
- Must be able to work independently and productively with minimum supervision.
- Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions; works well in group problem solving situations; uses reason even when dealing with emotional topics.
- Communicates changes and progress; completes projects on time and budget.
- Team player with a "can do" attitude that can work in a fast-paced environment.
- Ability to establish and maintain professional atmosphere for employees, clients and customers
- Ability to coordinate with other staff, and interact with other departments professionally.
Benefits:
- Health insurance
- 401(k) matching
- Paid time off
- Flexible work arrangements
- Professional development opportunities
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