The Customer Service Manager serves as the advisor to and main point of contact for clients, ensuring maximum value from IT services while driving client satisfaction and retention. This role combines technical knowledge, relationship management, and proactive account maintenance to deliver exceptional client outcomes with a primary focus on preserving and strengthening existing customer relationships.

Key Responsibilities

Client Relationship Management

• Serve as the primary point of contact for assigned client accounts
• Build and maintain strong relationships with client stakeholders
• Conduct regular check-ins to ensure ongoing client satisfaction
• Monitor client health and proactively address concerns
• Manage client expectations and communications
• Respond promptly to client inquiries and requests

Service Delivery & Support

• Oversee day-to-day service delivery for assigned client portfolio
• Monitor service level agreements and performance metrics
• Coordinate with technical teams to ensure service quality
• Ensure timely resolution of client issues and escalations
• Maintain accurate documentation of client interactions and requirements
• Track and report on service delivery effectiveness

Account Retention & Satisfaction

• Drive client retention through proactive relationship management
• Monitor customer satisfaction and address concerns before escalation
• Identify and mitigate potential churn risks
• Ensure clients are deriving maximum value from existing services
• Maintain high customer satisfaction (CSAT) scores
• Foster long-term client loyalty and engagement

Business Reviews & Strategic Planning

• Conduct quarterly business reviews with client stakeholders
• Review service utilization and performance metrics with clients
• Maintain client IT roadmaps aligned with business objectives
• Provide guidance on best practices and service optimization
• Document client feedback and improvement opportunities

Revenue Preservation

• Protect and maintain existing recurring revenue within assigned accounts
• Monitor contract renewals and facilitate renewal process
• Identify and address service gaps that may impact retention
• Collaborate with management on pricing and contract discussions
• Track account metrics including Monthly Recurring Revenue (MRR)

Required Qualifications

Education & Experience

• Associate's or Bachelor's degree in Business, IT, or related field (preferred)
• 2+ years experience in customer service, account management, or customer success
• 1+ years working in IT services or technology industry
• Experience managing client relationships and service delivery

Skills & Competencies

• Strong customer service orientation
• Excellent communication and interpersonal skills
• Technical aptitude and ability to understand IT services
• Problem-solving and issue resolution capabilities
• Relationship building and maintenance
• Attention to detail and organizational skills
• Time management and prioritization abilities
• Professional presentation skills

Technical Knowledge

• Understanding of IT service management principles
• Familiarity with cloud technologies and infrastructure
• Basic knowledge of security solutions
• Understanding of managed IT services delivery
• Proficiency with CRM and service management tools
• Ability to learn and adapt to new technologies

Success Metrics

Performance in this role is measured by:

• Net Revenue Retention (NRR) - Primary metric measuring revenue retained within assigned portfolio
• Customer satisfaction (CSAT) scores
• Client retention rate
• Service delivery quality and responsiveness
• Client engagement and relationship strength
• Proactive identification and resolution of client concerns

Additional Responsibilities

• Maintain current knowledge of technology trends and industry best practices
• Participate in client success initiatives and service improvements
• Collaborate with technical teams on service delivery optimization
• Support knowledge sharing and documentation efforts
• Contribute to process improvement initiatives
• Consistently demonstrate "Can Do, Will Do!" attitude
• Other duties as assigned

Work Environment & Physical Requirements

Travel: Minimal (less than 10%)

Predominantly operates in an office environment with standard office equipment including computers, phones, and other communication tools. May occasionally visit client sites for meetings and relationship management activities.

Physical requirements include:

• Ability to sit for extended periods while working at a computer
• Ability to use standard office equipment (computer, keyboard, mouse, phone)
• Ability to communicate effectively via phone, video conference, and in-person meetings
• Ability to travel locally to client sites when necessary
• Ability to lift and carry materials up to 25 lbs. occasionally (laptops, presentations materials, documents)

The total compensation package for this position also includes medical benefits, 401(k) eligibility, Paid Time Off, and parental leave. Additional details of participation in these benefit plans will be provided if an employee receives an offer of employment.

EOE, including disability/veterans