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Client Services Manager

Professional Services, Full-time

Oldsmar, FL

It is the role of the Client Services Manager to support organizational growth by building & maintaining client relationships, as well as, ensuring that client service projects are implemented according to plan. A client service manager makes sure customers and/or clients receive assistance in a helpful, efficient manner. Their most important responsibilities are ensuring employees follow proper business practices, auditing files, and ensuring excellent online and phone-based customer services.

This position, as part of the management team, manages all aspects of the client services organization, including, but not limited to:

  • Serving as liaison between company & clients
  • Ensuring adequate & correct staffing for all services departments
  • Meeting Service Level Agreements (SLAs)
  • Communicating to the client base related to:
    • product enhancements
    • maintenance releases
    • unplanned outages
    • Root Cause Analysis (RCAs)
  • Providing adequate metrics, goals, & reporting both internal and external ensuring customer satisfaction
  • Oversees cross-functional work areas targeted to resolve issues raised by clients
  • Develops & implements processes and procedures to improve operational efficiency
  • Develops, tracks & reports key performance measurements for the units

Support Department

  • Directly manage the support department manager
  • Working with the support department manager on ticket quality

Training Department

  • Directly manage the training department manager
  • Working with the training department manager on training material quality & timeliness
  • Manages the planning & event coordination for quarterly trainings

Managed Services Department

  • Directly manages the managed services employees & performs managed services tasks

Skills/Qualifications:

  • Must have strong interpersonal skills to foster optimal departmental relationships
  • Excellent communication skills, both written and verbal
  • Experience with communicating with senior executives
  • Experience managing supervisors & staff
  • Strong problem-solving skills
  • Detail oriented

Compensation & Benefits:

Competitive salaries and excellent benefits are provided with a minimum waiting period. Some of our benefits include an IRA with 3% company match, vacation, paid holidays, comprehensive health, dental, and vision plans, company paid short term, long term, and life insurance plans.

We are no longer accepting applications for this position. Thank you.