What are the responsibilities and job description for the Manager Of Client Services position at Optimal Networks?
Job description
As the Manager of Client Services, you will become a valued member of the team and a trusted adviser to our clients by learning their business needs and identifying how technology can help facilitate key business objectives.
Scheduled Weekly Hours : 40 (Full-Time)
Travel Required : Local 15%, Out of Area 5%
RESPONSIBILITIES
- Provide day-to-day management, guidance and mentorship to the CSM and CSA teams.
- Develop and maintain the CSM delivery framework encapsulating policy, processes and procedure.
- Develop and maintain standardized delivery documentation and deliverables for client solution implementation and ongoing delivery.
- Manage CSM and CSA team members’ performances through scheduled reviews, formal planning and goal setting and provide leadership and guidance for professional development.
- Provide workload management for the team to ensure that inbound work is distributed to enable efficient response / action and work is distributed equitably across the team.
- Monitor report and action on Key Performance Indicators for CSM and CSA team’s performance, both at a team and an individual level.
- Evaluate and assess delivery performance metrics, derive actions and plans based on analysis, provide upstream reporting and analysis on CSM and CSA teams performance and quality.
- Develop and maintain an extensive working knowledge of solutions and managed
- Perform miscellaneous job-related duties as assigned.
REPORTING RELATIONSHIP
This role has two (2) direct report positions.
- Client Success Manager (CSM)
- Client Service Associate (CSA)
ATTRIBUTES
To be successful in this position, the employee will have the following attributes:
Leader - You inspire your team and provide expert guidance and advice to ensure that the team is motivated and delivering to outcomes. You’re a team player who enjoys helping others grow. You’re known for your integrity, reliability, and your ability to inspire those around you to do their best work.
Strategic Thinker and Thought Leader - You are looking at the big picture - always looking at how all the pieces fit together. You provide solutions to identified problems that have a measurable positive impact on the business.
Client-focused - You are empathetic and “read” people and situations well. You understand that helping clients meet their business goals is critical to success. You like to take care of people and help make their work easier. You are excellent at setting expectations and careful to deliver on your promises.
Attention to detail - You pay meticulous attention to detail; you always spot the typo, the
grammatical mistake, the error in the database, or the incorrect calculation in Excel.
Flexible - You adjust to changing priorities and operate effectively in a fluid environment.
Scrupulous, Ethical, and Honest - You are beyond reproach in business dealings. Internally and externally, you are known to be reliable, accountable, and trustworthy. You build relationships based on trust, delivering on promises with a client-centered approach.
Team player - You have a proven track record for getting results by building strong relationships and partnerships with both outside clients and internal staff. You promote accountability, foster trust, and are responsive to concerns or questions.
Collaborative - You readily share information and understand that due to working with a variety of clients in different kinds of technological environments, you need to document client issues, needs, and records of work. You also know how to bring the right internal resources together to drive results for your clients.
Ethically Driven Professional - You value honesty, fairness, and ethical action. Your decisions reflect a commitment to transparency, and you operate with a high degree of accountability.
SKILLS, QUALIFICATIONS, AND EXPERIENCE
S K I L L S
- Exceptional client facing skills and can provide outstanding service and support
- Experience of managing the work of others, able to set goals and KPIs, measure performance against KPIs and take appropriate action to correct poor performance.
- Experience of working effectively within a team and collaborating with others to achieve a goal
- Proven client service and problem-solving skills, working directly with clients.
- Excellent communication (verbal and written), interpersonal business management, time management, and developmental skills, comfortable working with C-suite executives in a consultative fashion
- Well-developed Stake Holder Management skills with an ability to get the right
- Well-developed strategic thinking skills, business acumen, creativity, and passion for providing account level strategic consulting to an assigned set of corporate and enterprise clients.
- Strong multi-tasking skills and the ability to manage time well and stay on top of multiple competing priorities.
- Strong client-facing skills, strategic thinking, multitasking, and time management, with a
- collaborative approach to problem solving.
- Strong technical troubleshooting, problem solving and diagnostic skills
- Technical support experience in an IT Services capacity.
- Technical Sales experience in IT Services or IT Managed Services Provider (MSP)
- Service Delivery Management experience in a Managed Services Provider (MSP)
Q U A L I F I C A T I O N S
- BS/BA degree (Information Technology or Business preferred)
- BS/BA degree in Information Technology or Business disciplines
- ITIL v4 Foundations Certification
E X P E R I E N C E
- 5 years' experience providing service delivery oversight and client engagement in IT services (preferably within an IT Managed Service Provider
- 2 years in leadership or supervisory role
- Experience working cooperatively in a team environment with other support groups via phone calls, email, and messaging chat tools
Job Type: Full-time
Pay: $130,000.00 - $150,000.00 per year
Salary : $130,000 - $150,000
