
Client Services Manager
1 week ago
**Job Summary**:
As a Client Services Manager in a dynamic MSP environment, you play a key role in maintaining service excellence, ensuring internal alignment, and supporting client needs through proactive service coordination, ticketing management, and operational execution. This role involves managing daily service operations, supporting sales and project functions, improving internal workflows, and ensuring a seamless client experience.
**Key Responsibilities**:
**1. Service Coordination & Ticket Management**
- Manage ServiceNow (SN) dispatch queue: assign, create, and update service calls.
- Ensure accurate update all ticket statuses, due dates, and notes.
- Tag and maintain contract accuracy within SN.
- Follow up on tickets from ticketing and ensure SLA adherence.
- Approve and post block hour entries weekly; track through Excel.
- Review and approve technician timesheets.
- Update and maintain ticketing templates for consistency and accuracy.
**2. Calendar & Communication Management**
- Update job calendars and reschedule onsite visits due to medical leave or other changes.
- Escalate or flag contract and customer-related queries with Sales.
**3. Internal Collaboration & Team Enablement**
- Attend and contribute to regular internal meetings and cross-functional discussions.
- Coordinate quarterly team outings and internal events.
- Maintain and update onboarding documents, SOPs, and training materials and support task lists.
- Manage and update team engagement platform.
**4. Client & Contract Oversight**
- Work with the Sales team to validate and clarify contract details and customer requirements.
- Conduct contract checks for expiry, posting site visits to block hours, and service limits.
- Follow up on project deliverables, contracts, and client escalations.
**5. Administration & Reporting**
- Maintain accurate expense claims and submission records.
- Organize historical fact checks, ticket reviews, and issue deep-dives when needed.
- Manage Leave approvals for all technical resources
**Key Skills & Attributes**:
- Strong organization and time management
- Strong Team management
- Excellent verbal and written communication (Mandarin and English)
- Knowledge of ticketing systems (ServiceNow, Autotask)
- Knowledge of MSP Tools (ScalePad, BackupRadar, ITGlue, Datto RMM) advantageous.
- Detail-oriented with ability to multi-task across projects and tickets
- Ability to work independently and collaboratively
- Customer-first mindset with proactive problem-solving approach
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