Client Services Manager

3 weeks ago

Kelowna, Canada People Ops Collective Full time

***:
The Client Services Manager oversees all aspects of the client experience, ensuring exceptional service and acting as a bridge between clients and internal stakeholders, while providing operational leadership to the client services and IT teams.

This position is located in-office in Kelowna.

**A typical day includes**:

- Establishing KPIs and infrastructure (systems, processes and team) to support a 24.7 global customer base
- Hiring, training, and development of direct reports
- Motivating and driving the team to meet client support metrics and provide best-in-class service
- Allocating resources based on operational and client needs
- Coordinating, planning, and leading computer-related activities
- Tracking CS Tickets and prioritizing as required
- Monitoring and reporting on case response and closure times/metrics
- Overseeing development and maintenance of user guide documentation
- Attending high priority customer interactions
- Developing and maintaining effective communication platforms for staff and clients, including processes and procedures
- Collaborate with internal stakeholders/departments on client issues, driving to a resolution
- Provide input and technical support at sales, project and future-product meetings where needed

**BASIC QUALIFICATIONS**:

- A highly motivated self-starter with proven leadership, motivation, and mentoring skills
- Proven ability to interact with a variety of stakeholders, providing technical advice and support
- Exceptional interpersonal, listening and communication skills
- Advanced troubleshooting, problem-solving and analytical skills
- Proactive personality, ability to foresee and mitigate potential conflicts

**PREFERRED SKILLS AND EXPERIENCE**:

- At least 5 years of experience in a customer service management role, leading a technical team within a similar industry
- A Bachelor’s degree in a business-related field
- General IT experience and proficiency in Microsoft Products
- Familiarity with JIRA, CRM, and Client Support software

If you think you are a good fit for our role, we would love to hear from you

**Salary Range**: $120-130k

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