Manager, Client Success

Responsibilities:

• Results driven and customer focused; “Get things done - Make things happen”
• Leads, Manages and Coaches the Service Account Management and Tiger Teams
• Responsible for Overall Customer Experience for Managed Services Clients
• Serves as an escalation point for Customer Satisfaction Issues
• Development and Delivery Quarterly Performance Snapshots to Service Account Managers
• Manages the Quarterly Customer Satisfaction Processes for Managed Services
• Leads and Manages Continual Service Improvement Initiatives
• Travel to key customer locations on an as needed basis
• Identify / Build Metrics to Track and Report on the Productivity of the Service Account Management team
• Participate in New Customer Onboarding Projects
• Participate in Executive Briefing Sessions with potential new customers
• Assist with the Managed Services Statement of Work (SOW) and Project Change Request (PCR) creation and review
• Perform Audits to evaluate all team members interactions with customers
• Responsible for ensuring that customer Service Level Agreements and/or Service Level Objectives are met.
• Set expectations of service quality, availability, and timeliness with the Service Account Management staff.
• Builds a strong relationship with key customer staff.
• Execute periodic customer satisfaction surveys.
• Create and share reports on customer satisfaction, contract retention and revenue growth with leadership and staff.
• Work with the client and Managed Services teams to identify and manage service improvement activities.
• Translate and drive prioritization of customer requirements into service and project requests.
• Report, communicate, and update relevant stakeholders on Managed Service operations.
• Work with Marketing Department to create customer success stories and references.
• Assist with the development and improvement of the Managed Services organization.
• 20% Travel

Qualifications:

• Bachelor’s degree, or equivalent experience required.
• 5+ years’ experience in Management roles with people responsibilities.
• 5+ years’ experience in Service Delivery Management or Project Management in a multi-customer environment.
• 5+ years' experience in a Managed Services Provider.
• 5+ years' experience utilizing ServiceNow.
• High level of oral and written communication skills in order to communicate effectively with colleagues and stakeholders.
• Experience working in an ITIL environment; ITIL v4 Foundations Certification preferred.
• Understanding of or experience with project management; PMP Certification preferred.
• Knowledge and experience of managing processes, teams, and personnel.
• Display and apply knowledge of technologies including compute infrastructure, networking, cloud, server, virtualization.
• Proficient in data analysis and reporting.
• Proficient at organizing documents and prioritizing work.
• Account management and customer service skills.
• Ability to think and act both strategically and tactically.
• Relationship management and conflict resolution skills.
• Self-motivated; ability to work under minimal supervision.
 

Success Characteristics:

• Analytical, relationship builder, change advocate, diplomacy, self-starter, planning and organization skills.
• Integrity, enthusiastic, respectful, accountable, achieves excellence, and consistently delivers quality service to team members and customers alike.
• Maniacal focus on timely and quality work and superior customer satisfaction.
• Successful experience with and affinity for small to large size business environments.
• Ability to adapt and thrive in a dynamic work environment.