Sr. Client Services Manager

Park Place Technologies•Kansas City, KS

About The Position

The Senior Client Services Manager is responsible for implementing and managing customer relationships, performance, and internal and external communication for specific Field Service/Repair Center contracts. The role assists the Director of Client Services with planning to ensure contract deliverables and other work are produced on time and meet established requirements. It leads and facilitates assigned team activities, including team and client meetings and contract deliverables. The position manages customer communications, service and repair progression inquiries, potential delays, escalations, reporting, account performance tracking, onboarding, and service improvement plans. It coordinates service operations personnel, works with Sales to identify and pursue opportunities, and reports process gaps and improvements. For roles with direct reports, it also provides leadership, coaching, performance feedback, and routine people-management support.

Requirements

At least 5 years of experience in quality improvement, program management, or operations.
Ability to read and understand standard business documentation, such as contract language.
Solid written and oral communication skills.
Solid organizational and team-building skills.
Proven ability to manage several projects simultaneously under tight schedules.
Ability to prioritize workload and use initiative without supervision.
Advanced Microsoft Office skills.
Technical knowledge of data storage or servers.
Bachelor’s degree required.
For positions with direct reports: proven leadership and people-management skills.
For positions with direct reports: ability to manage across several teams and handle high complexity and ambiguity.

Nice To Haves

Knowledge of data collection, analysis, and interpretation is preferred.
Program Management Certification is a plus.

Responsibilities

Establish and maintain customer relationships through ongoing communication and develop opportunities.
Respond to customer inquiries about the progression of repairs and service calls for nominated accounts.
Proactively inform customers of potential problems or delays in fulfilling their requirements.
Keep operational staff informed of customers’ specific requirements.
Develop, coordinate, communicate, and finalize project plans for Field Service/Repair Center accounts.
Proactively inform the Client Services Director (EMEA/APAC) of contract concerns.
Manage customer escalations, engage management and executive management as needed, provide regular customer updates until resolution, and follow up to confirm customer satisfaction with the outcome.
Be responsible for customer satisfaction results.
Identify and develop sales opportunities and partner with Sales to deliver against them.
Manage training plans, expectations, and records for other Client Service Managers.
Coordinate service operations personnel and act as a single point of control for sales account managers on problematic account issues.
Lead and facilitate assigned team activities, including team meetings, client meetings, and contract deliverables, alongside or on behalf of the Client Services Director (EMEA/APAC).
Identify and report process gaps, issues, and improvement opportunities within service operations or the sales organization.
Manage customer reporting requirements and work with appropriate departments to complete and deliver reports.
Track VIP account run rates, additions and removals, and other information affecting account performance, and report monthly.
Support the Sales Team with onboarding nominated customers, account launches, and service improvement plans when required.
Provide ongoing performance and general feedback to direct reports and provide daily coaching and guidance.
Hold weekly or biweekly one-on-one meetings with each direct report.
Address employee time-off requests and approve timecards weekly, if applicable.
For positions with direct reports, provide functional, technical, and process leadership and perform other assigned management duties.
Perform other duties as assigned.