Overview

The Client Service Manager provides leadership in the delivery of managed services to an assigned group of Clients. This position works with service and solution providers to manage day-to-day delivery of services and client satisfaction.

Responsibilities

• Act as the single point of contact across multiple clients for daily communication and provide regular client updates regarding requests and projects.
• Understand service support model and define Operating Level Agreement (OLA) to ensure measurement of performance of all supporting groups
• Increase account stability by developing effective channels of communication that can be leveraged by other areas of the business.
• Provide a focus for SLA management and customer satisfaction across the customer base.
• Drive communication to unveil opportunities for improvement and additional service offerings.
• Drive services and processes to support Managed Services implementations and Hosted Solutions (Network, Storage, Compute).
• Lead and coordinate client requests/projects, working cross functionally to implement and increase customer satisfaction.
• Report on incidents, requests, and changes to ensure high levels of customer service.
• Coordinate and participate in monitoring, review, and auditing processes to identify and elevate issues impacting achievement of service delivery objectives.
• Create client service request
• Gather, review, and audit client invoicing files. Approve client invoices monthly to ensure accurate billing.
• Acts as initial client escalation point for questions, concerns, and problems.
• Additional duties as assigned.

Qualifications

• Bachelor’s degree or equivalent experience.
• 5 years technical solutions experience, 3 years client facing experience.
• Comfortable working with IT Leaders in the legal market.
• High focus on customer satisfaction and client experience.
• Familiarity with hosting technologies to include managed network services (data hosting, disaster recovery, business continuity), and other associated applications, as appropriate.
• Ability to work in a fast-paced fluid environment.
• Ability to effectively prioritize and organize service delivery tasks.
• Excellent verbal communication and presentation skills with a demonstrated ability to interact with key IT decision makers.
• Strong written communication skills.
• Ability to work cooperatively within a team and across the organization matrix to achieve group and organizational goals.
• Maintain and increase industry-wide technology knowledge, particularly as it applies to technology that directly or indirectly relates to the Managed Services and Hosted Solutions.
• Familiarity with Service Now or similar IT project management/automation platforms.
• Willingness to travel as needed.

HBR Consulting LLC is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, sexual orientation, gender identity, marital status, civil union status, national origin, ancestry, age, parental status, disabled status, veteran status, or any other legally protected classification, in accordance with applicable law.