Client Services Manager
3 weeks ago
Notice Period: Immediate
Key Responsibilities:
Build and maintain strong, long-term relationships with key stakeholders in client organizations.
Serve as the primary point of contact for all client needs, ensuring satisfaction and smooth communication across various teams.
Take ownership of client accounts, ensuring successful implementation of IT infrastructure solutions.
Coordinate between clients and internal teams to meet deliverables on time and within budget, ensuring high-quality service.
Focus on driving adoption, engagement, and overall satisfaction with IT infrastructure services.
Act as a trusted advisor to clients, proactively identifying opportunities to enhance their experience and address any concerns.
Understand customer business goals and collaborate with internal teams to provide customized solutions. Work closely with the client to ensure that IT infrastructure strategies align with their evolving needs.
Identify opportunities for upselling and cross-selling additional services to existing clients. Partner with the sales team to maximize revenue potential and ensure continued growth of client accounts.
Track and report key success metrics, including client satisfaction, product usage, and renewal rates. Use data insights to suggest improvements and ensure the ongoing success of customer relationships.
Handle any customer issues or escalations promptly and effectively. Work cross-functionally with technical teams to resolve problems and ensure minimal impact on the clients business operations.
Work closely with internal teams (sales, technical, support) to ensure seamless service delivery. Facilitate internal communication to keep all stakeholders aligned on client objectives and progress.
Qualifications:
-Bachelors degree in Business, Information Technology, or a related field. MBA is preferred.
5+ years of experience in account management, customer success, or a similar role in IT infrastructure services.
-Strong understanding of IT infrastructure services, including cloud computing, data centers, network management, and cybersecurity. Ability to explain complex technical concepts to non-technical clients.
-Proven ability to build and nurture relationships with clients, driving long-term satisfaction and success. Experience in identifying customer pain points and delivering effective solutions.
-Exceptional verbal and written communication skills. Ability to effectively engage with senior stakeholders and influence decision-making.
-Strong analytical and problem-solving abilities, with a focus on proactively identifying and resolving customer challenges.
-Experience with CRM platforms (Salesforce, HubSpot), and familiarity with IT service management frameworks (e.g., ITIL) is a plus.Project management experience or certifications like PMP is desirable.
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