Client Service Manager
تفاصيل الوظيفة
The Client Services Manager acts as the primary liaison between MEEZA and its clients, ensuring a seamless and positive customer journey. This role encapsulates a balance of technical expertise, commercial acumen, and a customer-centric approach to ensure that client expectations are surpassed, their technical needs are adeptly met, and their loyalty and satisfaction are nurtured over time. The Client Services Manager also facilitates cohesive inter-departmental collaboration to ensure that client solutions are innovative, competitively positioned, and delivered efficiently.Administrative Responsibilities:Provide input during the development of the department's strategy, goals, initiatives, and plans and monitor their execution.Foster a collaborative culture within the department that encourages the sharing of feedback and insights across different functional areas to enhance client service delivery.Initiate and facilitate regular inter-departmental meetings to ensure alignment of objectives and seamless communication regarding client projects and expectations.Manage day-to-day activities and operations, recommend potential improvements, and ensure proper documentation and implementation of all policies and procedures.Assist in the development of the annual budget, including all financial and staff requirements for the department.Monitor the operational performance of the department, compare them to the established objectives and goals and report results accordingly.Provide coaching, guidance, and support to employees in the execution of their work and ensure proper knowledge transfer to develop them and improve their performance.Functional Responsibilities:Manage a team of technical professionals and provide leadership to achieve client satisfaction and operational excellence.Develop and maintain strong relationships with clients, ensure that their needs are being met and expectations are exceeded.Proactively engage with clients to understand their evolving business needs and align MEEZA's services, accordingly, ensuring a proactive, not reactive, approach to client satisfaction.Create and utilize client satisfaction metrics and feedback mechanisms to drive continuous improvements in service delivery and share insights with relevant departments to spur organizational learning.Engage in strategic discussions with clients to identify new opportunities for service enhancement and collaborate with the Sales and Technical Development teams to realize these opportunities.Act as a commercial advocate, ensuring that client engagements are nurtured not just for immediate satisfaction but for long-term value creation and revenue growth.Champion the voice of the client within MEEZA, ensuring that client feedback and satisfaction are integral metrics in organizational performance assessments and strategy development.Collaborate with cross-functional teams to ensure timely delivery of client projects and resolve any technical or operational issues.Identify opportunities to enhance client solutions, optimize service delivery, and improve team efficiency.Develop and monitor key performance indicators (KPIs) to measure and analyze the effectiveness of the team's performance and make recommendations for improvement.Monitor the delivery of services to ensure that they meet agreed-upon service levels by tracking incidents, requests, and changes to services.Coordinate incident management and problem resolution activities by ensuring that incidents and problems are appropriately escalated and resolved in a timely manner.Act as a single point of contact for the delivery process for IT service solutions on the named accounts.Publish regular reports/management information on the status of service performance.Work with PMO to manage the delivery and implementation of complex technology solutions to clients and subsequent transition to in-life support.Stay up to date with industry trends and emerging technologies to ensure MEEZA's offerings remain competitive and innovative.Liaises with different departments about client queries to resolve any issues that arise.Knowledge, Skills & ExperienceAcademic & Professional Qualifications:Bachelor's degree in computer engineering, Information Systems, or equivalent.Certifications in ITIL, and Project Management (Prince2 or PMP) are desirable.Experience:8-10 years of experience in client services or a related field, with a proven track record in managing and growing client relationships.Experience in working collaboratively with cross-functional teams and managing stakeholders at various levels within and outside the organization.Demonstrated success in driving customer satisfaction and delivering value-added services in a technology-driven environment.Skills and Requirements:Commercial awareness to understand the business implications of technical service delivery and to identify opportunities for expanding client engagements.Ability to translate client feedback into actionable insights for continuous improvement in service delivery and client satisfaction.Strong communication skills to effectively liaise between clients and internal teams, ensuring a unified approach to delivering client satisfaction.Strong people management skills, with a focus on collaborating with and developing others.Excellent client relationship management skills to build and maintain strong partnerships with clients, ensuring high satisfaction and retention.Deep knowledge of IT managed services, industry standards, and best practices to oversee the successful delivery of IT services and address client needs and requirements.Demonstrated success in the delivery of complex IT solutions for enterprise clients in a multi-tenant organization.Strong understanding of enterprise technologies including data centers, WAN/LAN networks, server technologies, applications, and enterprise management systems.Experience with the client management lifecycle is a distinct advantage.Comprehension of technology and process frameworks including LEAN/Six-Sigma, CMMI, TIA-942, Zachman, and The Uptime Institute.
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