Customer Success Specialist
Computershare UK
Senior Client Experience Manager
Frontline Managed Services
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteJob Level
Senior
Tech Stack
ITSMServiceNow
About the role
- Serve as the primary relationship owner across a dynamic portfolio of client accounts.
- Build strong, trust-based relationships with client stakeholders through regular business reviews and solution-oriented discussions.
- Champion client needs internally, ensuring service consistency and satisfaction.
- Identify and escalate potential client risks or concerns to leadership with context and solutions.
- Maintain accurate client data in our CRM system to enable informed decision-making and personalized service.
- Collaborate with internal teams to address client issues promptly and transparently.
- Act as a liaison between clients and technical teams, ensuring timely communication and resolution of service-related matters.
- Capture and share detailed meeting notes and updates via SharePoint, tracking client health, feedback, and action items.
- Partner with teams across Implementation, Training, and Service Desk Operations to align on client goals and project milestones.
- Lead the creation and delivery of client-requested reports and analyses, using data trends to recommend enhancements.
- Coordinate cross-functional efforts to achieve deliverables and exceed client expectations.
- Identify opportunities to expand client service offerings and collaborate with Sales on strategic upselling.
- Promote internal knowledge-sharing through documentation, process mapping, and training.
- Work with clients to ensure accurate categorization within the ITSM platform and contribute firm-specific guidance to internal knowledge bases.
- Promote adoption of ServiceNow tools, such as the Self-Service Portal and Helpdesk features, to enhance user experience.
- Identify opportunities for automation, efficiency, and improved service through technology.
- Facilitate client demos of ITSM features to support client engagement and success.
- Share regular updates with leadership on client account health, opportunities, and trends.
- Distribute clear summaries from client and project meetings.
- Participate actively in team meetings to contribute insights and foster a collaborative environment.
Requirements
- Experience managing client relationships in a high-touch, service-oriented environment (MSP or technology industry experience is a plus)
- Excellent interpersonal, written, and verbal communication skills
- Strong organizational and project coordination abilities
- Familiarity with CRM systems and ITSM tools (e.g., ServiceNow)
- A proactive, solution-focused mindset with a passion for client success
Benefits
- Flexibility and autonomy in managing work balance
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
client relationship managementproject coordinationdata analysisreport creationprocess mappingautomationITSMservice consistencyrisk identificationsolution-oriented discussions
Soft skills
interpersonal skillscommunication skillsorganizational skillscollaborationproblem-solvingproactive mindsettrust-buildingclient advocacyteamworkleadership
