What does a successful Client Service Manager do?
A successful Client Service Manager plays a crucial role in ensuring that clients receive exceptional service and support. Here’s an overview of what such a professional typically does and the skills required:
What you will do:
Customer Support: Provide independent support to major customers, assisting them in day-to-day operations and developing long-term collaboration.
Communication Management: Act as the primary point of contact for customers, especially during disruptions, in coordination with internal IT incident teams.
Project Management: Guide customer projects from initiation to implementation, ensuring effective execution and alignment with client needs.
Documentation: Maintain customer-specific logs for actions and issues, and prepare for and conduct regular meetings, both virtual and in-person, to discuss progress and feedback.
Enhancing Satisfaction: Aim to increase customer referrals by delivering exceptional services and strategic solutions.
Process Improvement: Control and enhance processes to prevent disruptions, working collaboratively with IT and operations teams.
On-Call Duties: Participate in rotating on-call support as required.
Incident Management: Manage incident tickets when issues arise.
Collaboration:
The Client Service Manager will collaborate closely with:
What you will need to have:
Experience: Previous experience in a client-facing role is essential.
Relationship Development: Ability to build and nurture strong relationships with clients.
Problem-Solving & Negotiation: Strong skills to address challenges and negotiate solutions effectively.
Technical Proficiency: Good PC skills, particularly with MS Office applications.
Language Skills: Proficiency in English.
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