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Client Account Service Manager

Company: Tierpoint
Location: Bellevue
Posted on: June 16, 2019

Job Description:

Job SummaryJob Location NE: Bellevue Data Center - Bellevue, NEDescription The Client Account Service Manager serves as the primary contact for our clients and their contracted services. The position is responsible for transitioning new client services and to then serve as the client account liaison for their contracted services. The position will spend most time in account management activities.

The position requires both project management and client account management skills. Position is responsible for planning and managing service transitions for new clients including defining scope, project parameters, project plans, and managing of transition plans to completion and stabilization. Once services are production the position transitions to an account management role as client account liaison and responsible for client communications, conflict resolution, and compliance on client deliverables and revenue. Position is the primary point of contact to ensure client issues are dealt with in an efficient manner to address customer service and satisfaction. The position is responsible for decisions affecting transition activities and client services.

The position plays a key role in client satisfaction and expected to consistently provide excellent customer service to accounts, as well as represent client needs and goals within the organization to ensure quality.

Responsibilities

Client Account Management Roles:



  • Provides quality internal and external customer service surrounding the Company values.




    • Serve as single point of contact for the client for all service related issues.

    • Reports to the Manager Solution Delivery, providing regular and timely input on all account activity.

    • Responsible for client communications, conflict resolution, and compliance on client deliverables and revenue.

    • Ensures that client issues are dealt with in an efficient manner and escalates to management as necessary.

    • Collaborates with HDS operations staff and clients to oversee ongoing delivery of effective client services.

    • Monitor services, including KPIs and SLAs, client satisfaction feedback, and develops corrective action plans for continual service improvements.

    • Identifies and develops contracted service reporting for clients.

    • Prepares and conducts client business service review meetings.

    • Identifies evolving and changing client requirements and coordinates changes to services with the client.

    • Prepares monthly billing reconciliation in accordance with contracted services.

    • Point of contact for customer invoicing discrepancies and resolution of any billing issues.

      Client Service Transition Roles:



      • Identifies client requirements and determines service transition plans and schedules.

      • Responsible for conducting project meetings.

      • Manages and tracks project schedules, resources, and deliverables to completion.

      • Manage day-to-day activity of all project-orientated tasks to ensure schedule compliance.

      • Reviews all major deliverables to ensure quality standards and client expectations are met.

      • Responsible for project communications to the client, stakeholders and project team. Responsible for identification and escalation of issue/risk management.

      • Responsible for build out and testing of ITSM integration and workflow.

      • Ensures all service documentation, processes, procedures and training are completed and meet quality standards.

      • Other duties as assigned.



        Qualifications/Requirements




        • Adequate professional experience and knowledge to perform job responsibilities.

        • Excellent verbal, written, and interpersonal skills.

        • Ability to prioritize and organize effectively.

        • Ability to work on multiple projects simultaneously.

        • Ability to work both independently and with others.

        • Ability to operate in a fast moving, team-oriented, collaborative environment with tight deadlines.

        • Proficiency in using MS Office Suite and Windows-based computer applications.

          Preferred Experience



          • Prior experience particularly in the data center industry.

          • Knowledge of application development tools including Visual Basic, Ruby, Windows scripting or SQL query knowledge preferable but not required.

            TierPoint is committed to reviewing the talents and experience of each applicant compared to the specific job opening. TierPoint believes that all persons are entitled to equal employment opportunity and does not discriminate against its employees or applicants because of race, color, religion, sex, national origin, ancestry, age, marital status, disability, pregnancy, protected medical condition, military or veteran status, genetic information, or any other protected status covered by applicable local, state or federal law. We give full consideration to qualified disabled individuals. If you have a disability and are unable to use our employment tools to search for opportunities with us, you may request a reasonable accommodation. This option is reserved for candidates who need support applying to TierPoint as the result of a disability, and not intended for other use. All employees are required to abide by this policy.

Keywords: Tierpoint, Bellevue , Client Account Service Manager, Executive , Bellevue, Nebraska

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