Strategic Client Success & Ops Manager

Jobtailor; New York (NY); On-site; USD 70,000 - 100,000; Full time

Job summary

Jobtailor is seeking an experienced Customer Success/Account Manager to oversee client relationships in a NYC-based MSP environment. You will run regular status calls, coordinate quarterly business reviews, and deliver monthly metrics to sales and leadership.

Collaboration across PMO and service teams will help drive change and elevate customer experience. The role requires 3-5 years in account management or customer service, a degree or equivalent experience, and strong communication skills.

Qualifications

• 3-5 years of experience in account management or customer service
• Bachelor's Degree or equivalent experience required
• Proficient computer skills with word processing and spreadsheets
• Excellent customer service and interpersonal skills with customers and teams
• Unrestricted work authorization and no sponsorship required

Responsibilities

• Conduct regular client status calls covering issues, requests, updates, and metrics
• Lead Operational Review sessions and participate in strategic meetings and Quarterly Business Reviews
• Provide metrics to the Sales Team and monthly client reporting
• Send customer satisfaction surveys and collaborate on the annual customer survey
• Partner with the PMO to review customer feedback on projects
• Communicate and coordinate client change-management activities
• Ensure internal processes and workflows support customer expectations
• Identify potential sales opportunities and share them with sales teams
• Serve as the primary customer contact during major incidents
• Escalate issues internally and provide regular incident status updates
• Prepare and distribute root-cause analysis reports
• Coordinate retrospectives and identify process improvements after major incidents
• Analyze customer survey data to identify customer-experience improvements
• Share client feedback with Service Delivery Centers of Excellence
• Build internal and external relationships and maintain regular, predictable attendance

Skills

Account Management

Customer Service

Client Communication

Process Improvement

Data Analysis

Education

Bachelor's Degree or equivalent experience

Tools

Word Processing

Spreadsheets

Metrics Reporting

Root-Cause Analysis

Change Management

Customer Satisfaction Surveys

Technology Terminology

Job description

Jobtailor is seeking an experienced Customer Success/Account Manager to oversee client relationships in a NYC-based MSP environment. You will run regular status calls, coordinate quarterly business reviews, and deliver monthly metrics to sales and leadership.

Collaboration across PMO and service teams will help drive change and elevate customer experience. The role requires 3-5 years in account management or customer service, a degree or equivalent experience, and strong communication skills.