Client Services Manager

 •  RagingWire Ashburn, VA

11 - 15 years experience  •  Telecommunications

Salary depends on experience
Posted on 07/28/17 by Greg Labrado
Ashburn, VA
11 - 15 years experience
Telecommunications
Salary depends on experience
Posted on 07/28/17 by Greg Labrado

The Manager of Client Services leads the regional Client Services team, serves as the process improvement leader, and provides a corporate-wide perspective. This position is responsible for the day to day management and oversight of the Project Managers for an assigned region(s). In general, has overall management accountability for all client NSC activities for new and existing clients for his/her assigned region(s). Regular attendance is essential for satisfactory performance.

ESSENTIAL DUTIES & RESPONSIBILITIES

  • Implements >= 99% clients on time, on budget and within contract scope.
  • Maintains SAS70 Type II corporate status with zero exceptions.
  • Ensures projects are delivered on time, within budget and according to specifications.
  • Schedules and facilitates weekly project status meetings.
  • Provides sales engineering support for RFP responses.
  • Fully defines, implements and tests RES business continuity plan to industry standards.
  • Establishes and maintains client relationships.
  • Responsible for department weekly, monthly and quarterly reporting.
  • Maintains a high level of service delivery across all client accounts.
  • Serves as the primary management point of contact for client concerns and any client related service issues.
  • Ensures that all service contract performance terms and conditions are met to client specifications.
  • Conducts quality satisfaction reviews with clients to measure and improve satisfaction in all areas of client service delivery.
  • Retains clients through relationship building, issue resolution and client satisfaction initiatives.
  • Serves as a leader, mentor and motivator to all client service representatives.
  • Trains all project managers regarding job role responsibilities and expectations.
  • Recruits talented project managers and grows the team as appropriate for business needs.
  • Provides day to day help, guidance and management of all project managers.
  • Retains talent on the client services team to ensure consistent high quality client service delivery.
  • Defines quality standards and implementing new client services process to meet quality standards.
  • Acts as the company's advocate for adherence to all privacy and confidentiality regulations and laws relative to our client database and client proprietary information.
  • Manages and coordinates all resource utilization across client service projects and all client accounts. Rewards and celebrates outstanding client service and support performed by client services representatives.
  • Collaborates and directly interfaces with company leadership, internal teams, clients and vendors.
  • Works directly with sales, marketing, application development and technical support.
  • Demonstrates a high level of integrity, purpose and determination to meet company objectives.
  • Helps attain and exceed company revenue objectives and key performance goals.
  • Assists with growth of client accounts for incremental revenue and services penetration.
  • Defines, builds, implements and continuously improves client service processes, protocol and practices.
  • Assists leadership team with development of service offerings, pricing strategy, staffing plans and client services systems requirements.
  • Represents our client services group at industry meetings, and client meetings.
  • Presents to leadership for status updates, operating presentations and client satisfaction evaluations.
  • Performs other duties as assigned.

KNOWLEDGE, SKILLS & ABILITIES

  • Principles and practices of Client/Customer Service for existing and future clients
  • Principles of supervising, training, prioritizing, and evaluating employee performance
  • Use and understand MS Word, Excel, PowerPoint and Windows
  • Must have professional judgment and the ability to remain calm in high-pressure situations
  • Must have strong interpersonal skills and the ability to relate to people at all levels internal and external
  • Strong written and verbal communication skills, including the ability to give presentations and clearly communicate complex information to an audience
  • Strong planning, organization, and time management skills
  • Strong proficiency with MS Office Suite (Word, Excel, PowerPoint, Project)
  • Must be well organized and self-directed
  • Ability to be highly confidential
  • Ability to balance and prioritize competing interests and delegate responsibilities

EDUCATION & EXPERIENCE

  • Bachelor's degreerequired.
  • PMP certification required (which may be waived in lieu of 5 - 7years' directly related experience and the approval of the Sr. Manager, Client Services).
  • MBA preferred.
  • 10+ years managing a client services or customer service team in the data center industry with experience managing medium and large accounts.
  • Extensive experience and understanding of contract terms and conditions.
  • Experience with and understanding of account service level agreements (SLAs).
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