Client Services Manager – MSP (Client-Facing Leadership Role)
Our client is seeking a talented Customer Experience Manager to lead their account management function and drive exceptional client outcomes.
About the Role
You'll oversee key client relationships, guide strategic planning, and ensure delivery of high-quality technology services. You'll also lead and mentor a small team, shaping a strong, client-centric culture.
Key Responsibilities
* Manage and grow relationships across key ICT accounts
* Lead strategic planning, QBRs, and technology roadmaps
* Communicate service value and ensure alignment with client goals
* Mentor Account Managers and oversee KPI performance
* Support commercial activities: renewals, proposals, forecasting
* Identify upsell/cross-sell opportunities
* Partner with Service Delivery to uphold SLAs and resolve escalations
* Drive continuous improvement based on feedback and service data
* Ensure accuracy across billing, renewals, and contract management
* Improve account management processes and CRM practices
* Collaborate with leadership on client strategy and company objectives
What You'll Bring
* Strong customer-focused mindset and relationship-building skills
* Excellent communication, presentation, and stakeholder management
* Experience leading account management or client services teams
* Ability to manage multiple priorities in a fast-paced MSP environment
* Solid understanding of CRM tools and commercial processes
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