Client Service Manager
Location: Slough
Salary: £Competitive
Start date: ASAP
The Company
Our Client is the forefront of collaborative technology on a global scale. Our client enables businesses of all sizes, all around the world, to communicate and collaborate in effective and imaginative visual environments. Leveraging video conferencing technology, immersive telepresence, boardroom, desktop and mobile solutions, our client enables today's workforce to connect without time or distance barriers. What's their competitive advantage? Our client solutions are wrapped with 24-hour support 7 days per week, providing the ultimate go-to customer experience.
Our client is a "Best Place to Work," a "Fastest Growing Company" and "Advanced Partner/Provider," - nominated by their employees, partners and people of their communities. Our client values innovators and entrepreneurs alike who thrive in a fast-paced culture. Join a team of individuals who love what they do and are committed to growing a best-in-class visual communication business.
Our Client is a keen supporter of ex-forces personnel and to be considered for this role you should have served in the British Armed Forces.
Position Overview
The Client Service Manager is directly responsible for leading and providing dedicated support to assigned accounts. This position works to plan, deliver, and implement tasks in partnership with a variety of functions across the business, to ensure customer satisfaction and adherence to contractual obligations; acting as dedicated point of contact for all customer escalations.
UK residency is required to be considered for this position.
Responsibilities
As the Client Service Manager you will be responsible for the following:
- Proactively design, develop and implement processes, systems and technology to support and enhance the technical support group, including workflow, incident management and escalation.
- Participate in NSB management meetings to provide input into SLA account planning. This may entail coordinating efforts across numerous departments such as PM, R&D and Pre-Sales to help resolve existing technical problems and customer support issues that could inhibit sales progress.
- Drive the customer forward in their UC environment and provide informed suggestions for potential changes to, or additional, services, based on the customer's requirements and needs.
- Conduct regular service reviews to forge strong relationships with both customers and any associated partners
- Provide leadership and sponsorship to resolve customer service issues, leveraging key stakeholders across our client's business.
- Lead the ongoing development, refinement and implementation of client support standards, processes and best practices.
- Ensure customer satisfaction, even when faced with difficult and complex technical situations.
- Provide direction, guidance and support in the development and execution of action plans; and ensure problems are escalated to key management with enough time to establish contingency plans.
- Utilise Project Management skills to actively progress larger customer service activities to ensure targets and timelines are met.
- Work closely with Global Call Centre, vNOC and Engineering functions to ensure communication and drive resolution
- Provide strong mentoring and leadership to associates to strengthen and build customer support capabilities through delivery of timely and constructive feedback and coaching.
- Provide regular reports for customers and management that measure the effectiveness of all aspects of the support/service.
- Ensure incident tracking and management systems are managed appropriately and recorded, by updating the customer relationship applications, used within the business
- In accordance with ISO27001, you are required to abide by our security policy.
The Candidate
To be considered for the Client Service Manager role you should be ex-military and have the following skills, experience and qualifications:
- Video engineering experience is an asset, including front-line contact with customers via phone and e-mail.
- Familiarity with video conferencing, layer 2 & 3 protocols is desirable.
- Project management capabilities.
- Strong organizational skills.
- Strong computer literacy skills.
- ITIL or similar qualification
Personal Attributes
- Strong interpersonal skills, ability to communicate and manage well at all levels of the organization and with staff at remote locations is essential.
- Strong problem solving and creative skills and the ability to exercise sound judgment and make decisions based on accurate and timely analyses.
- High level of integrity and dependability with a strong sense of urgency and results-orientation.
- Proven capability to influence others.
Education and Experience Required
- 5-7 years of experience in Client Service Management role.
- Familiarity with video conferencing, layer 2 & 3 protocols is desirable.
- 2+ years' experience as a support engineer.
- BS/BA degree or equivalent technical expertise.
Ref: 13074 | Published: 09th Jun 2016
