Client Service Manager

Job Title: Client Service Manager

Location: On-Site

Job Type: Full-time

Job Summary: The Client Service Manager is responsible for the management and growth of all Remote Services accounts. This role supports the needs of all Remote Services clients and contributes to implementing strategies that aim to meet the client's needs and achieve client satisfaction, revenue growth, and long-term partnerships. Additional responsibilities include equipment ordering and tracking, as well as assisting in the monthly inventory count and reconciliation process.

Responsibilities:

1. Revenue Retention and Expansion:

• Retain and grow Remote Services accounts via proactive quality assurance check-ins, resolving client concerns in a timely manner and setting up post-sale implementation calls with each new client.

1. Client Relationship Building:

• Build and nurture strong relationships with clients, serving as the primary point of contact for all clients
• Learn and understand client goals, needs, and expectations to ensure successful collaboration.

1. Collaborative Communication:

• Communicate effectively with internal teams to relay client requirements and expectations.
• Collaborate with cross-functional teams to ensure seamless service delivery.

1. Problem Solving:

• Support in identifying and addressing client issues promptly.
• Learn to troubleshoot challenges and contribute to timely solutions ensuring a positive client experience.

1. Account Analysis:

• Analyze account performance and identify growth opportunities based on client needs.
• Contribute to the development of strategies to optimize client accounts.

1. Reporting and Documentation:

• Generate regular reports on account status and performance.
• Conduct quarterly quality assurance check-ins with all clients, as well as post-sale implementation calls with each new client
• Maintain accurate records of client interactions, agreements, and progress.

1. Customer Satisfaction:

• Monitor and maintain high levels of customer satisfaction by delivering exceptional service.
• Seek feedback and actively participate in enhancing the client experience.

1. Market and Industry Knowledge:
   • Stay informed about industry trends, market developments, and competitor activities.
   • Share relevant information with clients and contribute to account strategies with insights.

Qualifications:

• Bachelor's degree in business, or a related field preferred.
• Entry-level professional experience in account management.
• A willingness to learn and develop skills in client relationship management and operational processes, as well as basic of CCTV installation and networking.
• Good communication and interpersonal skills.
• An eagerness to assist in managing and growing client accounts.
• An ability to work collaboratively as part of a team.
• Strong interpersonal and communication skills.
• Ability to multitask and manage priorities effectively.
• Problem-solving aptitude with attention to detail.
• The following are preferred but not required:
  • Familiarity with the security/CCTV industry
  • Prior experience using Sales Force
  • Prior experience using Zendesk