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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.

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Client Services Manager