Client Services Manager

Job Description

The Client Services Manager is responsible for managing the daily operations of the service desk, managing the client services team, representing the team internally and externally, and helping to ensure that the client services team is continually developing and improving. To meet these many demands, the Client Services Manager must have:

  • The ability to build a cohesive team and manage people effectively. This includes the ability to coach and develop the team.
  • The ability to manage time effectively while setting the tone of the team through modeling and leadership.
  • Knowledge and understanding of best practices for service management.
  • An ability to balance and plan the short-term actions of the team.
  • A thorough understanding of the strategic vision for the client services team and the ability to set the long-term direction of the team.
  • An ability to market and promote the client services team and to advocate for necessary resources, support, and appreciation for client services.
  • A complete understanding of the organization’s business.
  • An ability to think critically about systems and to adjust consistency as needed.
  • Knowledge and understanding of all relevant industry standards.
  • Strong communication skills, including the ability to be influential and persuasive with stakeholders.

Responsibilities of Client Services Manager

This varied set of skills, from knowledge of relevant technical standards to the ability to inspire and motivate a team, is necessary to carry out effectively the many responsibilities of the Client Services Manager. The first and primary responsibility of the Client Services Manager is to meet targets and expectations for client services performance. This is the key metric for determining the success of the Client Services Manager and what all other responsibilities are centered around.

Other key responsibilities of the Client Services Manager that help to ensure the team meets this primary goal include:

  • Effectively managing, developing, and training the client services team
  • Ensuring that all processes used by the client services team are thoroughly documented, consistently audited, and regularly improved
  • Conducting and sharing results from service and operation performance reviews and evaluating the performance of team members
  • Developing daily, weekly and monthly reports on the help desk team’s productivity
  • Promoting the client services team with senior management and working to ensure that it is properly viewed as a core business asset
  • Coordinating and managing all relevant stakeholders, including the client services team, clients, and other teams that are involved in service desk operations
  • Being aware of and managing the costs of running the client services team
  • Ensuring client service is timely and accurate on a daily basis
  • Setting specific client service standards
  • Contributing to improving client support by actively responding to queries and handling complaints
  • Establishing best practices through the entire technical support process
  • Following up with clients to identify areas of improvement
  • Providing client feedback to the appropriate internal teams

Communication with Senior Management

One of the most important roles of the Client Services Manager is to help support business-wide and client-support objectives. Doing so ensures that the client services team is appropriately involved in any new initiatives and that it is actively helping to improve the delivery of client services. To effectively do this, the Client Services Manager needs to regularly inform and advise senior management about service desk issues and concerns associated with those issues. Similarly, the Client Services Manager needs to offer tangible and, whenever possible, data-driven suggestions on ways that client services can improve.

In addition to supporting business-wide goals, regular and effective communication between the Client Services Manager and senior management is important to ensure that the client services team is aware of and represented on all initiatives or changes that impact service. Doing so allows the team to be involved in cross-functional projections and organizational initiatives. It also provides a communication channel for the Client Services Manager to share any identified initiatives that can help contribute to the success of the business. Further, this is a crucial way to make sure that the client services team is properly viewed as an integral part of the Nuvollo team as well as an essential business asset.

Communication with Staff and Clients

In addition to communicating with senior management, the Client Services Manager should review and analyze communications between the client services team and clients. To meet this objective, the Client Services Manager should gather information, analyze the information, and share the results. This analysis should be conducted on communications to and from the client services team as well as on communications to and from clients.

Conducting and Sharing Results of Assessments

As discussed, one of the key responsibilities of the Client Services Manager is to ensure that the client services team is always improving. To help achieve this goal, the Client Services Manager should conduct regular assessments and share the results with the client services team and senior management. Some standard assessments to include are:

  • SWOT: strengths, weaknesses, opportunities, and threat
  • CSA: current state analysis
  • A gap analysis, which identifies areas where current and future expectations are not being met
  • Regular benchmarking

From these assessments, the Client Services Manager will create an analysis proposing changes to programs and projects. Effectively conducting and responding to assessments is one of the key components of being successful and working towards constantly improving the client services team.

Serving as a primary point of contact for clients, the client services team plays a critical role in forming client perceptions of Nuvollo’s service delivery standards and has a big impact on client experiences. As a result, it is important that the client services team is effective, consistent, prepared, and courteous.

Many different factors influence the success of the client service team but having a Client Services Manager with the necessary skills to meet the many demands of the job is the best way to ensure the client services team not only meets but exceeds, client and organizational expectations.

Education and Training

  • Minimum of 5 years of professional or technical experience in IT with a strong background in all aspects of client service.
  • Proven work experience as a Client Services / Help Desk Manager with a Minimum of 2 years’ current management experience that demonstrates proficiency in leadership techniques and management of resources
  • Hands-on experience with service desk ticketing and remote-control software

Related Knowledge, Skills, and Abilities

  • Solid technical background with an ability to give instructions to a non-technical audience
  • Strong communication and interpersonal skills with the
  • ability to effectively listen and communicate information in a clear and concise manner
  • Plan, organize, and coordinate work to meet established deadlines and accommodate rapidly changing priorities
  • Ability to communicate and partner with other departments in order to identify and assist in the development of enhanced processes and procedures
  • Facilitate process improvement projects with the team based on sound data analysis
  • Proven ability to lead teams toward organizational goals with successful outcomes
  • Demonstrate de-escalation skills and ability to effectively diffuse/resolve client complaints
  • Must be team-oriented, possess a positive attitude, and work well with others
  • Have a genuine passion for providing excellent client service and a problem-solving attitude.
  • Solid technical background with an ability to give instructions to a non-technical audience
  • Client-service-oriented with a problem-solving attitude
  • Excellent written and verbal communications skills
  • Team management skills
  • Being Bilingual (French and English) is an asset

Email your resume to [email protected] or fill out the below form.

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