Client Services Manager- IT

Frontline Managed Services•Creve Coeur, MO

21h•$120,000 - $140,000•Remote

About The Position

Welcome to Frontline Managed Services® – where innovation, technology, and efficiency converge to redefine the landscape of IT, Financial, and Administrative Managed Services for legal and professional service firms. As pioneers in the industry, we are driven by a relentless commitment to excellence. Join Our Team and Be a Catalyst for Change! We don't just follow industry standards; we set them. Our dynamic environment thrives on pushing boundaries and embracing challenges. We are more than a workplace; we are a community of forward-thinkers dedicated to shaping the future. Position Overview The Client Services Manager is responsible for managing a team of Directors of Technologists. This role has a thorough and demonstratable technical understanding of Legal Applications, Infrastructure, Networking, Business Continuity, Security, Cloud Services, and Office 365. This position is responsible for ensuring the Directors of Technology are effectively servicing our clients by evangelizing, designing, proposing and demonstrating the business value to customers. This is a results-oriented position that thrives in autonomy while being a productive team member. Fully Remote

Requirements

5 years’ Account Management or customer service experience supporting US clients, preferably IT-related business to business
Bachelor's degree (BA or BS) from accredited college or university
Excellent communication and interpersonal skills with the ability to gain the trust of clients
Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions.
Excellent judgment and discretion; ability to handle multiple priorities simultaneously, meet deadlines, and handle work-related stress is required.
Friendly, courteous, service-oriented, professional, outgoing, and customer service oriented.
Must be able to work independently and productively with minimum supervision.
Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions; works well in group problem solving situations; uses reason even when dealing with emotional topics.
Communicates changes and progress; completes projects on time and budget.
Team player with a "can do" attitude that can work in a fast-paced environment.
Ability to establish and maintain professional atmosphere for employees, clients and customers
Ability to coordinate with other staff, and interact with other departments professionally.
Possesses self-motivation and assertiveness to achieve goals and be successful

Responsibilities

IT consulting, strategy and roadmap generation repeatable strategies.
Ensure QBR service reviews are scheduled by the team and delivered as expected.
Identify problematic areas and implement strategic solutions in a timely manner.
Provide guidance, support, and resolve conflict within the team.
Responsible for IT Roadmap deliverable.
Ensuring repeatable processes are enabled for technical proposals “scopes”. delivered no later than 10 business days.
Managing the deliverables of the DOTs.
Responsible for CSAT, NPS management and campaigns.
Knowledge of gross margin, asset, standard and alignment, major incident response and MSA management.
Guides the talent identification and development processes for their team.
Works in alignment with the service, NOC, and technical managers to ensure SLO compliance.
Manages Frontline MITS customer and customer relationships as the point of contact for greater enablement and platform integration purposes.
Participate in weekly, monthly, quarterly and yearly service reviews with the service delivery manager.