Client Success & Service Delivery Manager

Quest Technology Management; Roseville (CA); On-site; USD 41,328 - 55,104; Full time

Job summary

Quest Technology Management in Roseville, CA is seeking a Service Manager to proactively manage relationships with assigned clients and ensure top-tier service delivery across all aspects of operations.

Reporting to the Service Management Manager, you will lead client communications, coordinate with engineering and management, create project plans, manage escalations, and help identify opportunities for expanding services.

Qualifications

• 2+ years of project management experience or equivalent.
• 4+ years of customer service experience.
• Strong customer management, written and verbal communication skills.
• Must be able to communicate effectively with all levels of personnel, both verbally and in writing.
• Must be able to organize and schedule work effectively and work well under time constraints.
• Ability to manage multiple, complex accounts.

Responsibilities

• Establish and maintain effective contact with executives and customer resources within assigned accounts.
• Proactively manage relationships and ensure high levels of customer satisfaction across service delivery.
• Maintain effective relationships with Managed Services management and staff to ensure service availability and meet customer needs.
• Act as primary liaison between client staff and Operations Center Management; manage escalations.
• Perform project management duties for assigned client base; create and distribute project status reports.
• Provide Pre-Sales support for new services and engagements; create and manage detailed project plans for implementations/migrations.
• Own and deliver successful client engagements; hold ongoing client meetings to identify new opportunities and services.
• Schedule resources for client activities with input from engineering managers; communicate changes in scope and schedule.
• Identify and communicate chronic issues with services and service delivery; facilitate service delivery meetings.
• Perform special projects as assigned; anticipate problems related to client activity or service levels.

Skills

Project management

Customer service

Communication

Time management

Education

College degree or equivalent

Job description

Quest Technology Management in Roseville, CA is seeking a Service Manager to proactively manage relationships with assigned clients and ensure top-tier service delivery across all aspects of operations.

Reporting to the Service Management Manager, you will lead client communications, coordinate with engineering and management, create project plans, manage escalations, and help identify opportunities for expanding services.