Sr. Client Services Manager

Senior Client Services Manager

The Senior Client Services Manager is responsible for the implementation, customer management, performance management, and communication internally and externally of the tasks associated with implementation of specific Field Service/Repair Center Contracts. The Sr. Client Service Manager assists the Director of Client Services in planning activities to assure contract deliverables and other work are produced timely and in accordance with established requirements.  This position will lead and facilitate assigned team activities such as team meetings, client meetings and contract deliverables.

What you’ll be doing:

·       Responsible for establishing and maintaining customer relationships through ongoing communication with customers and developing opportunities.

·       Responds to any customer inquiries relating to the progression of repairs/service calls for nominated accounts.

·       Proactively informs customers of potential problems and or delays relating to the fulfilment of their requirements.

·       Keeps Operational Staff informed of any customers that have specific requirements.

·       Develops, Coordinates, Communicates and Finalizes Project Plans for Field Service/Repair Center Accounts.

·       Responsible to educate and inform Client Services Director (EMEA/APAC) of any contract concerns proactively.

·       Responsible for managing customer escalations, including engaging management and executive level management in any escalation paths, providing regular updates to customers until escalation resolved and following-up with customer after completion of escalation to ensure customer is happy with the outcome.

·       Responsible for 100% customer satisfaction results.

·       Responsible to identify sales opportunities, develop the opportunities and partner with Sales to deliver against these opportunities.

·       Responsible for training plan, training expectations, training records of other Client Service Managers.

·       Coordinate service operations personnel and act as a single point of control for sales account managers for any problematic issues with accounts.

·       Lead and facilitate assigned team activities such as team meetings, client meetings and contract deliverables alongside or for Client Services Director (EMEA / APAC).

·       Responsible for identification and reporting of any process gaps / issues or related improvements within the service operations or sales organization

·       Responsible for all customer reporting, obtaining any specific report requirements for customers and working with the appropriate departments to have these completed and delivered

·       Responsible for tracking run rate of any VIP Accounts, adds / removes and any information which affects the account performance. To be reported monthly.

·       Knows the formal and informal departmental goals, standards, policies and procedures, and has some familiarity of that of other departments.

·       Support the Sales Team in onboarding nominated customers, account launch and provision / management of any service improvement plans if required

·       Provide ongoing performance and general feedback to direct reports.

·       Provide daily coaching and guidance.

·       Weekly or Bi-Weekly 1-on-1 meetings with each direct report.

·       Address employee time off requests and approve timecards (if applicable) weekly.

·       All other management duties as assigned.

·       Other duties as assigned.

What we’re looking for:

·       5+ years’ experience in quality improvement, program management, or operations

·       Ability to read and understand standard business documentation (e.g. contract language).

·       Solid written and oral communication skills.

·       Solid organizational and team building skills.

·       Proven ability to work on several projects simultaneously and under tight schedules.

·       Must be able to prioritize own workload and use own initiative in the absence of supervision.

·       Advanced MS Office Skills.

·       Knowledge of data collection, analysis, and interpretation is preferred.

·       Technical knowledge in Data Storage or Servers

Bonus Points:

·       Program Management Certification, a plus.

Education:

·       Bachelor’s degree required.

Travel:

·       As Required

Addendum A

Additional responsibilities for a Senior Client Services Manager who will have direct reports and be responsible for managing a team of employees:

What you’ll be doing:

·       Directly responsible for the functional, technical and process leadership of direct reports

·       Provide ongoing performance and general feedback to direct reports

·       Provide daily coaching and guidance.

·       Weekly or Bi-Weekly 1-on-1 meetings with each direct report.

·       Address employee time off requests and approve timecards (if applicable) weekly.

·       All other management duties as assigned.

What we’re looking for:

·       Proven leadership and people management skills

·       Must be able to manage across several teams and is responsible for high complexity and ambiguity

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Park Place Technologies is an Equal Opportunity Employer M/F/D/V.

Park Place Technologies has an in-house recruiting team that focuses exclusively on the hiring needs of our company. We are not currently accepting additional third-party agreements or unsolicited resumes. If you would like to be considered as a preferred partner with Park Place Technologies, please submit your detailed information to [email protected]. Any CVs submitted directly to hiring managers will be considered unsolicited and become the property of Park Place Technologies.