Client Services Manager - RapidScale

RapidScale, a Cox Business company, was founded in 2008 and has grown to be an industry leader in managed IT services. Based in Raleigh, N.C., RapidScale is a Platform that simplifies IT, helping lean IT teams manage the technology that is vital to running day-to-day operations so they can stay focused on driving growth.
We deliver it as-a-Service, with flexible management options, making technology accessible through our industry-leading management portal, creating value for enterprise stakeholders and putting the power to scale at their fingertips.
The RapidScale Client Services Manager provides the first level of support for all our managed customers and coordinates the overall client services process for incidents and service requests. The Client Services Manager will establish goals and objectives for the client services desk operation that support and match the organization's overall aspirations. The successful candidate consistently performs at established service level agreements and objectives while simultaneously managing team performance and engagement with internal and external clients alike. They will ensure that customer expectations are met or exceeded. This person will be responsible for ensuring the staff are meeting and exceeding expectations regarding performance, meeting defined metrics/benchmarks, and that standards and processes are followed to provide excellent customer service and meet or exceed requirements.
DUTIES AND RESPONSIBILITIES:
Team and Function Management (75%):
• Within your assigned Technology Group(s), own full resolution of all requests, incidents, and problems, including joining client calls as needed
• Coach and develop a team of 8-12 members within a broader culture of continuous improvement
• Develop and refine processes that benefit the Client Services organization, including - but not limited to - phone and case escalations, root cause analysis, and management of client expectations
• Serve as the escalation point for your team members as needed, and - when appropriate - engage upper management for additional support
• Monitor and manage ticket and phone queues in pursuit of the most efficient client experience possible
• Motivate team to consistently deliver exceptional end-to-end client experience across all client tiers
Department Analytics (15%):
• Gather and assess various data points to provide regular reporting on client and technology health to the Director of Client Services
• Review and action all survey feedback to improve services, tools, and the overall Client Services experience
• Regularly execute ticket deep dive analysis to identify areas of opportunity and develop strategies for improvement
• Develop service- and business-level objectives to measure performance via clear and actionable expectations
Other Responsibilities (10%)
• Oversee both the technical solutions repository and client documentation repository to ensure high quality content is available to the Client Services staff
• Handle confidential information, which may include applicant data, client details, or company proprietary content
• Develops an effective and workable framework for managing and improving customer IT support across all managed RapidScale customers.
QUALIFICATIONS
Skills and Educational Requirements:
• BA/BS with 6+ years' of experience in related field with at least 1 years' experience in a management/lead OR MS + 4 years' experience OR Ph.D. + 1 years' experience OR 10 years' experience in a related field without degree
• Experience working within, influencing, and/or leading end-user support operations responsible for solutions-based real-time troubleshooting
• Proven experience managing large teams
• Operational skill within SalesForce Service Console, including report building and custom dashboard creation
• Intrinsically motivated: you will be responsible for the results of your group, and must possess a hands-on approach to leadership and coaching
• Customer centric attitude: you have a deep knowledge of key Client Services KPIs and understand the drivers that achieve positive results.
• Business acumen: You have a passion for data, experience using data to drive business decisions, and the ability to use data to tell impactful stories
• Experience with Excel and PowerPoint: You can turn raw data into visual elements appropriate for executive-level presentations.
• Superior communication skills: you can understand complex content and translate it into readily consumable terms, you are comfortable discussing analytics, you naturally trend toward out-of-the-box thinking, and you can clearly articulate your expectations to your team and internal stakeholders alike
Needed Attributes:
• The ideal candidate will possess:
• Growth mindset: you see "not yet" where others see "no."
• Bias toward action: you have a finely honed sense of urgency and a natural ability to correctly prioritize a long list of tasks
• Positivity: you deeply empathize with your clients and recognize the unique position your team(s) occupy in the realm of client success
• Professional poise: you display tact and diplomacy in your dealings with others and consistently promote a positive view of the Client Services team
• A flexible schedule is necessary
Inter-Relationships:
Client Services engineers need to work well with others and be able to assist customers that can be frustrated and upset due to the incident, by being calm, cool, and understanding. This position requires interfacing with several other departments and different personalities.
Direct Reporting Relationships UP
• Director of Client services
• Responsible for aligning activities, metrics, and measurements to the desired outcomes of the business unit vision and direction.
• Create and execute career development plans.
• Approve timesheets and expense reports
• Direct, control, motivate, mentor, build and develop staff.
• Interview, hire, develop, train and promote high performing individuals
• Conduct annual performance reviews for direct reports
DIRECT Reporting Relationships DOWN
• Client Services Engineer I, II, III
• Encourage staff development through identifying training needs & providing coaching and mentoring where needed.
• Coach and challenge employees to maximize performance, embrace change, and anticipate customer needs.
• Call monitoring and quality reviews to ensure consistent service delivery
• Promote teamwork and cooperation within the client services team and across all other teams.
• Develop & maintain positive, inter-dependent relationships with other departments and managers.
• Provide leadership and guidance to employees, maintain ongoing two-way communications, and promote professionalism, teamwork, and outstanding customer service.
• Ability to adapt and manage constant change
• Key success criteria
• To ensure incidents and service requests are managed effectively to SLOs.
• To ensure consistent performance to internal KPI targets.
• To foster an environment of growth and learning by effective coaching and development
Working Environment:
The Client Services organization is a fast-paced, positive, high-energy environment. Incident response requires a sense of urgency and bias toward action, including working with deadlines and quick response times. The successful candidate is comfortable working with imperfect information and shifting scope.
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