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Frontline Managed Services · 5 hours ago

Client Services Manager

United States

Full-time

Remote

Mid, Senior Level

$120K/yr - $140K/yr

5+ years exp

Frontline Managed Services is a pioneering company in IT, Financial, and Administrative Managed Services for legal and professional service firms. The Client Services Manager is responsible for managing a team of Directors of Technologists and ensuring effective client service by designing, proposing, and demonstrating business value to customers.

E-LearningInformation ServicesLegal

Responsibilities

IT consulting, strategy and roadmap generation repeatable strategies

Ensure QBR service reviews are scheduled by the team and delivered as expected

Identify problematic areas and implement strategic solutions in a timely manner

Provide guidance, support, and resolve conflict within the team

Responsible for IT Roadmap deliverable

Ensuring repeatable processes are enabled for technical proposals “scopes”

Delivered no later than 10 business days

Managing the deliverables of the DOTs

Responsible for CSAT, NPS management and campaigns

Knowledge of gross margin, asset, standard and alignment, major incident response and MSA management

Guides the talent identification and development processes for their team

Works in alignment with the service, NOC, and technical managers to ensure SLO compliance

Manages Frontline MITS customer and customer relationships as the point of contact for greater enablement and platform integration purposes

Participate in weekly, monthly, quarterly and yearly service reviews with the service delivery manager

Qualification

Legal ApplicationsCloud ServicesOffice 365NetworkingBusiness ContinuitySecurityIT ConsultingAccount ManagementCustomer ServiceCommunicationProblem SolvingTeam Player

Required

5 years' Account Management or customer service experience supporting US clients, preferably IT-related business to business

Bachelor's degree (BA or BS) from accredited college or university

Excellent communication and interpersonal skills with the ability to gain the trust of clients

Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions

Excellent judgment and discretion; ability to handle multiple priorities simultaneously, meet deadlines, and handle work-related stress is required

Friendly, courteous, service-oriented, professional, outgoing, and customer service oriented

Must be able to work independently and productively with minimum supervision

Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions; works well in group problem solving situations; uses reason even when dealing with emotional topics

Communicates changes and progress; completes projects on time and budget

Team player with a 'can do' attitude that can work in a fast-paced environment

Ability to establish and maintain professional atmosphere for employees, clients and customers

Ability to coordinate with other staff, and interact with other departments professionally

Possesses self-motivation and assertiveness to achieve goals and be successful