HBR Consulting LLC

  • Client Service Manager

    Posted Date 4 weeks ago(4 weeks ago)
    Job ID
    2018-1232
    # of Openings
    1
    Location : Location
    US-IL-Chicago
    Practice Group
    Managed Technology Services
  • Overview

    The Client Service Manager provides leadership in the delivery of managed services to an assigned group of Clients. This position works with service and solution providers to manage day-to-day delivery of services and client satisfaction.

    Responsibilities

    • Act as the single point of contact across multiple clients for daily communication, and provide regular client updates regarding requests and projects.
    • Increase account stability by developing effective channels of communication that can be leveraged by other areas of the business.
    • Provide a focus for SLA management and customer satisfaction across the customer base.
    • Drive communication to unveil opportunities for improvement and additional service offerings.
    • Drive services and processes to support Managed Services implementations and Hosted Solutions (Network, Storage, Compute).
    • Lead and coordinate client requests/projects, working cross functionally to implement and increase customer satisfaction.
    • Report on incidents, requests, and changes to ensure high levels of customer service.
    • Coordinate and participate in monitoring, review, and auditing processes to identify and elevate issues impacting achievement of service delivery objectives.
    • Create client service request
    • Gather, review, and audit client invoicing files. Approve client invoices monthly to ensure accurate billing.
    • Acts as initial client escalation point for questions, concerns, and problems.
    • Additional duties as assigned.

    Qualifications

    • Bachelor’s degree or equivalent experience.
    • 5 years technical solutions experience, 3 years client facing experience.
    • Comfortable working with IT Leaders in the legal market.
    • High focus on customer satisfaction and client experience.
    • Familiarity with hosting technologies to include managed network services (data hosting, disaster recovery, business continuity), and other associated applications, as appropriate.
    • Ability to work in a fast-paced fluid environment.
    • Ability to effectively prioritize and organize service delivery tasks.
    • Excellent verbal communication and presentation skills with a demonstrated ability to interact with key IT decision makers.
    • Strong written communication skills.
    • Ability to work cooperatively within a team and across the organization matrix to achieve group and organizational goals.
    • Maintain and increase industry-wide technology knowledge, particularly as it applies to technology that directly or indirectly relates to the Managed Services and Hosted Solutions.
    • Familiarity with Service Now or similar IT project management/automation platforms.
    • Willingness to travel as needed.

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