Client Service Manager

KEY RESPONSABILITIES:

As a Client Service Manager, you will be a part of Support and Services Competence Area and play a crucial role in overseeing the delivery and quality of services provided to our clients. Your responsibilities will include monitoring service performance, managing client relationships, and ensuring that the company's solutions meet or exceed client expectations. You will work closely with internal teams to identify opportunities for improvement and maintain a high level of client satisfaction.

• Monitor and evaluate the quality and efficiency of services delivered to clients (SLA and ticket monitoring.
• Serve as the primary point of contact for client inquiries and issues, ensuring timely resolution.
• Build and maintain strong client relationships by understanding their needs and collaborating with Sales team.
• Collaborate with client support, technical and operational teams (internal or external partner) to ensure seamless service delivery and troubleshoot any issues.
• Track service performance metrics and implement improvements when necessary.
• Conduct regular client meetings and provide updates on service level and performance.
• Prepare and present reports on service performance.
• Ensure all client-related documentation and communication are up-to-date and accurate.

REQUIREMENTS:

• Proven experience in a client service or account management role, ideally within the IT industry.
• Strong understanding of support services, solutions, and service delivery processes.
• Excellent communication and interpersonal skills, with the ability to build and maintain client relationships.
• Problem-solving mindset with a focus on client satisfaction.
• Ability to manage multiple clients and priorities in a fast-paced environment.
• Professional Knowledge of the English language
• Ability to work independently and as part of a team.
  
• Proficiency in project management tools and software.
• Ability to work independently and as part of a team.

PREFFERED QUALIFICATIONS:

• Previous experience in a tech-focused or IT services company.
• Familiarity with proprietary software solutions.
• Ability to identify and implement process improvements to enhance service delivery.

What we offer