Customer Service Manager

General Informatics • Charleston, SC

16d • Hybrid

About The Position

The Customer Service Manager serves as the advisor to and main point of contact for clients, ensuring maximum value from IT services while driving client satisfaction and retention. This role combines technical knowledge, relationship management, and proactive account maintenance to deliver exceptional client outcomes with a primary focus on preserving and strengthening existing customer relationships.

Requirements

• Associate's or Bachelor's degree in Business, IT, or related field (preferred)
• 2+ years experience in customer service, account management, or customer success
• 1+ years working in IT services or technology industry
• Experience managing client relationships and service delivery
• Strong customer service orientation
• Excellent communication and interpersonal skills
• Technical aptitude and ability to understand IT services
• Problem-solving and issue resolution capabilities
• Relationship building and maintenance
• Attention to detail and organizational skills
• Time management and prioritization abilities
• Professional presentation skills
• Understanding of IT service management principles
• Familiarity with cloud technologies and infrastructure
• Basic knowledge of security solutions
• Understanding of managed IT services delivery
• Proficiency with CRM and service management tools
• Ability to learn and adapt to new technologies

Responsibilities

• Serve as the primary point of contact for assigned client accounts
• Build and maintain strong relationships with client stakeholders
• Conduct regular check-ins to ensure ongoing client satisfaction
• Monitor client health and proactively address concerns
• Manage client expectations and communications
• Respond promptly to client inquiries and requests
• Oversee day-to-day service delivery for assigned client portfolio
• Monitor service level agreements and performance metrics
• Coordinate with technical teams to ensure service quality
• Ensure timely resolution of client issues and escalations
• Maintain accurate documentation of client interactions and requirements
• Track and report on service delivery effectiveness
• Drive client retention through proactive relationship management
• Monitor customer satisfaction and address concerns before escalation
• Identify and mitigate potential churn risks
• Ensure clients are deriving maximum value from existing services
• Maintain high customer satisfaction (CSAT) scores
• Foster long-term client loyalty and engagement
• Conduct quarterly business reviews with client stakeholders
• Review service utilization and performance metrics with clients
• Maintain client IT roadmaps aligned with business objectives
• Provide guidance on best practices and service optimization
• Document client feedback and improvement opportunities
• Protect and maintain existing recurring revenue within assigned accounts
• Monitor contract renewals and facilitate renewal process
• Identify and address service gaps that may impact retention
• Collaborate with management on pricing and contract discussions
• Track account metrics including Monthly Recurring Revenue (MRR)
• Maintain current knowledge of technology trends and industry best practices
• Participate in client success initiatives and service improvements
• Collaborate with technical teams on service delivery optimization
• Support knowledge sharing and documentation efforts
• Contribute to process improvement initiatives
• Consistently demonstrate "Can Do, Will Do!" attitude
• Other duties as assigned

Benefits

• medical benefits
• 401(k) eligibility
• Paid Time Off
• parental leave

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree
• Number of Employees: 11-50 employees