Technical Client Service Manager
My client is seeking to recruit an experienced 1st line Support Client Services Manager to effectively manage clients within a technical services company, facilitation their requests for change, service issues, SLA uptimes, reporting and strengthening the client relationship through the delivery of great service. Client service managers are the key account contacts for day to day management of our clients, they will work with the client to provide a consistently high level of service delivery across all areas of business interaction.
Overview
- CSM’s will manage a mixture of large banking clients and smaller hedge fund clients.
- Manage the client relationship from a service quality and operations perspective and ensure the company delivers to its service level agreements at minimum
- Act as the client advocate on operational and service management matters
- Lead customer interaction on service related issues and orchestrate actions within the company to ensure quick resolution
- Be commercially minded and work in close proximity with the account management team to position the company strongly for business retention, contract renewal and service extension
- Have an understanding of both the business and technical aspects of working with the client
Key Responsibilities
- Have detailed knowledge of the services provided to each account
- Understand the effect a service outage may have from the client perspective
- Be responsive to the client in an and all request or issues
- Act as an escalation point for issues reported into the Technical Teams
- Provide weekly monthly client reports on services requests and issues
- Update ticket tracking systems for requests and issues (ensuring client visible comments are accurate, relevant and dated correctly
- Liaise with technical teams for most recent updates and gain an understanding of the outstanding deliverables
- Ensure timescales are within reach and if not update reports to reflect the company's ability to deliver
- Hold weekly monthly meetings with client both in person and by conference call
- Document meeting minutes and outcomes and ensure actions are completed timely and escalated where needed to line management
- Manage small projects and requests through to delivery
- Scope request deliverables
- Liaise with client and other third parties to gather required information
- Ensure any change of scope is referred back to the account manager for billable services
- Provide and or update forms of agreement where needed
- Ensure tasks are allocated and being progressed effectively
- Facilitate hand over of larger projects to the PMO group
- Maintain an active interest in the running of the project
- Attend all client project update meetings
- Provide feedback to account managers
- Be the contact point for PMO in case of delays, issues, changes of scope resulting in increased costs etc
- Build relationships and rapport with key client contacts
- Record and update client contacts lists for escalation services outages and key contacts for other business aspects IE billing
- Help define and improve client SLA’s
- Ensure all client services are billed correctly with the accounts department
Person Profile
Personality
Must have:
- Drive to deliver outstanding customer service
- Willingness to learn and develop new skills
- Dedicated and able to work to deadlines
- Ownership and follow up skills
- Able to work both as part of a team or under own initiative
- Able to take responsibility for own actions and performance
Specific job skills
Must have
- Ability to form sound relationships with major accounts and build trust rapport
- Ability to work proactively to develop the relationship
- Willingness to travel to attend meetings at client offices, both UK and Europe where needed
- Ability to respond appropriately to client queries and deal with complaints
- Ability to anticipate client needs and to exceed expectations
- Ability to prioritise, organise and manage a complex and sometimes confliction workload and to work well under pressure
- Enthusiastic and self motivated
Computer IT skills
Must have
- Good knowledge of Word, excel, outlook and other office applications
- Working knowledge of visio for technical diagrams
- Understanding of IP networks and traffic, firewalls, routing etc
- Understanding of computer hardware types, and current advances in server and network hardware in the enterprise
- Familiar with data centre services
Communication, literacy and numeracy
Must have
- Excellent written communication
- Excellent verbal skills, able to present to pears, client and the business via phone or in person
- Able to take meeting minutes and provide documentation write ups
- Presentation and business documentation creation will be required
- Able to understand profit and loss calculation, calculate margin percentages
Any other requirements
Beneficial
- ITIL knowledge would be of benefit
- Previous hands on I experience would be valuable
Interested canidates must send cv;s to Fatiha Belorf on email fbelorf@riversdaleconsulting.com
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