Frontline Managed Services

Manager, Client Services

Frontline Managed Services

full-time

Posted on:

Location Type: Remote

Location: Montana • United States

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Salary

💰 $120,000 - $140,000 per year

About the role

  • Responsible for managing a team of Directors of Technologists
  • Ensure QBR service reviews are scheduled by the team and delivered as expected
  • Identify problematic areas and implement strategic solutions in a timely manner
  • Provide guidance, support, and resolve conflict within the team
  • Responsible for IT Roadmap deliverable
  • Ensuring repeatable processes are enabled for technical proposals “scopes” delivered no later than 10 business days
  • Managing the deliverables of the DOTs
  • Responsible for CSAT, NPS management and campaigns
  • Guides the talent identification and development processes for their team
  • Works in alignment with the service, NOC, and technical managers to ensure SLO compliance
  • Manage Frontline MITS customer and customer relationships as the point of contact for greater enablement and platform integration purposes
  • Participate in weekly, monthly, quarterly and yearly service reviews with the service delivery manager

Requirements

  • 5 years’ Account Management or customer service experience supporting US clients
  • Bachelor's degree (BA or BS) from accredited college or university
  • Excellent communication and interpersonal skills with the ability to gain the trust of clients
  • Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions
  • Excellent judgment and discretion; ability to handle multiple priorities simultaneously, meet deadlines, and handle work-related stress is required
  • Friendly, courteous, service-oriented, professional, outgoing, and customer service oriented
  • Must be able to work independently and productively with minimum supervision
  • Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions; works well in group problem solving situations; uses reason even when dealing with emotional topics
  • Communicates changes and progress; completes projects on time and budget
  • Team player with a "can do" attitude that can work in a fast-paced environment
  • Ability to establish and maintain professional atmosphere for employees, clients and customers
  • Ability to coordinate with other staff, and interact with other departments professionally.
  • Possesses self-motivation and assertiveness to achieve goals and be successful.
Benefits
  • Health insurance
  • 401(k) matching
  • Professional development opportunities
  • Flexible work arrangements
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
Account ManagementCustomer ServiceIT Roadmap ManagementService Level Objectives (SLO) ComplianceCSAT ManagementNPS ManagementTechnical Proposal DevelopmentConflict ResolutionTalent IdentificationProcess Improvement
Soft Skills
CommunicationInterpersonal SkillsJudgmentProblem SolvingTeamworkTime ManagementCustomer OrientationSelf-MotivationAssertivenessProfessionalism
Certifications
Bachelor's Degree