Summary:
The Client Services Manager is responsible for leading a team of application support professionals as well as managing/sponsoring strategic Anthology customers. The Client Services Manager oversees daily components of team operations including employee growth and mentoring, incident handling and resolution, effective and timely customer communication, key performance metrics, department goals and objectives, and customer delight. This position works closely with Anthology Professional Services, Development, Cloud, Product Management, and Customer Experience teams located in the U.S. and India, ensuring the highest level of customer satisfaction is delivered.
Responsibilities:
- Drive customer delight in the services provided to Anthology customers by all team members
- Promote an environment of employee/team/department engagement and satisfaction
- Manage, sponsor, and build ongoing strategic customer relationships
- Communicate with Anthology customers on critical product updates and release information
- Communicate effectively at all levels within an organization, including the C-suite
- Develop and maintain departmental methods and standard operating procedures
- Monitor and report on team productivity and quality for all incidents and requests
- Escalate and manage issues submitted to Development teams in the U.S. and India
- Hire and train new team members, which requires coordination with global leaders in the U.S. and India
- Conduct regular meetings with team members, individually and as a team, to review escalations and on-going issues, clients concerns and business topics
- Conduct employee reviews and establish measurable goals to be attained monthly, quarterly, and annually
- Prepare and present Client Services department information to internal and external audiences
Education:
- Bachelor’s degree in a related field of study
Qualifications/Experience:
- Candidate must have 5+ years of experience in application and enterprise software support team management/supervision
SKILLS:
- Microsoft applications and tools, knowledge of Dynamics 365 a plus.
- Effective communicator – written and verbal, for varied constituent groups. Ability to listen and make fact-based, accurate decisions.
- Demonstrates excellent follow-through on activities and assignments; requires minimal supervision and can provide updates and reports without additional assistance or direction.
SUPERVISORY RESPONSIBILITIES:
- Responsible for supervising Client Services team members, leading ad-hoc teams when necessary.
TYPICAL MENTAL DEMANDS:
- Must be able to work with little direction, be self-starting and work in an organized manner. Display acute problem solving ability coupled with good judgment and decision-making ability. Must be able to handle fast-paced interrupt-driven environment and demonstrate patience and determination.
WORKING CONDITIONS:
- Job requires working extra hours when needed. May involve participation in after-hours meetings. May require managing non-standard work shift to accommodate extended support operations coverage or to manage global projects. 0-25% travel may be necessary.
A commitment to Equal Opportunity Employer/Affirmative Action Employer We are committed to creating and maintaining a workplace in which all of our employees have an opportunity to participate in and contribute to the success of the business. We are dedicated to providing every Anthology employee with the best possible employment experience regardless of their race, national origin, sex, sexual orientation, socioeconomic status, familial status, religion, age, disability, gender identity, gender expression, results of genetic testing/genetic information, service in the military, veteran status, or any other status protected by federal, state, or local laws. Diverse candidates are strongly encouraged to apply. We highly value the many identities, perspectives, and experiences of all of our employees.