Client Services Manager

Reporting to the Regional Manager, the role of Client Services Manager is important for guaranteed quality technical and operational service delivery to secure a high level of client satisfaction. The role of Client Service Manager is responsible for coordination of internal cross-functional department interests and activities to meet the requirements and satisfaction of our clients in the delivery, support, and implementation of our systems.

Key Deliverables and Responsibilities:

• Drive operational excellence in the technical aspects of work performed to support clients, leading to high systems availability and client satisfaction.
• Project manage the Client Services Team schedule/roster and allocate suitable resources to projects or support queries
• Identify resourcing issues and communicate such matters to Regional Managers and Global Services Manager in a timely manner
• Communicate schedules and resources for support and project visits to client
• Plan resource allocation at least 3 months in advance with best available information
• Develop project plans and schedule project goals, milestones and deliverables
• Travel to client sites in North America and other regions as required for support and project issues
• Take operational decisions and action/delegate a mutually acceptable plan to secure the satisfaction of clients when required
• Ensure you are the primary point of contact for maintaining constant communication with Sales & Account Management team relating to client support issues
• Assist Sales & Account Management team in compiling Project Plans for RFPs or tenders based on available resource and utilization forecasts
• Communicate effectively and regularly with Regional Manager and Global Services Manager on technical and client matters to properly resolve client needs
• Manage support and development task distribution and escalation procedures internally
• Conduct remote support and upgrade procedures
• Define custom development requirements for clients with assistance from Product Development and Technical Sales
• Leadership/Management of the North America Client Services team and others (possible sub-contractors) undertaking work, including but not limited to:
• Provide clarity of work and performance expectations
• Monitor performance, provide support, feedback and coaching and review performance
• Communicate personnel matters or support requirements to the Regional Manager.
• Promote an effective team environment
• Identify internal training requirements and communicate it to Regional Manager and Global Ser Manager
• Manage standby schedule
• Conduct briefing and debriefing sessions with Client Services Team members pre-and-post client visits
• Identify and manage support equipment and spares requirements for regional office, sites, projects and support
• Identify and implement improvements to business unit to enable better client service and team development
• Compile monthly operational reports that include but are not limited to:
• JIRA report for case turnover ratio
• Resource utilization report & forecast

Experience and Knowledge

• 2+ years’ experience with fleet management products on hardware and software applications to ensure in-depth knowledge
• Ability to handle remote site installations, upgrades and software support
• 4+ years’ technical supervisory experience of people and resources
• Ability to do standard and custom system configurations for client’s sites within the Wenco product suite
• Ability to develop a scope of work for all non-standard features (custom development) on existing and new client sites
• Computer Technology background (Including exposure to Linux, Cisco, Database Administration, Business Systems Analysis, Microsoft Exchange, etc.)
• Project Management certification with PMP and PMI-ACP or equivalent is an asset

Skills and Abilities

• Cooperation/Teamwork – conveys a sense of teamwork, respectful of others, seeks to work towards a common go
• Excellent customer and people management skills
• Strong ability to manage the time and priorities of projects and team members
• Proven analytical and problem-solving abilities
• Strong written and verbal communication skills
• Highly self-motivated and self-directed, objective oriented
• Strong, demonstrated customer focus (internal and external)