Client Services Manager

Welcome to Frontline Managed Services® - where innovation, technology, and efficiency converge to redefine the landscape of IT, Financial, and Administrative Managed Services for legal and professional service firms. As pioneers in the industry, we are driven by a relentless commitment to excellence.

Join Our Team and Be a Catalyst for Change!

We don't just follow industry standards; we set them. Our dynamic environment thrives on pushing boundaries and embracing challenges. We are more than a workplace; we are a community of forward-thinkers dedicated to shaping the future.

Position Overview

The Client Services Manager is responsible for managing a team of Directors of Technologists. This role has a thorough and demonstratable technical understanding of Legal Applications, Infrastructure, Networking, Business Continuity, Security, Cloud Services, and Office 365. This position is responsible for ensuring the Directors of Technology are effectively servicing our clients by evangelizing, designing, proposing and demonstrating the business value to customers.

This is a results-oriented position that thrives in autonomy while being a productive team member.

Fully Remote

Compensation Range $,000 USD

What You'll Do

• IT consulting, strategy and roadmap generation repeatable strategies.
• Ensure Q  service reviews are scheduled by the team and delivered as expected.
• Identify problematic areas and implement strategic solutions in a timely manner.
• Provide guidance, support, and resolve conflict within the team.
• Responsible for IT Roadmap deliverable.
• Ensuring repeatable processes are enabled for technical proposals "scopes".
• delivered no later than 10 business days.
• Managing the deliverables of the DOTs.
• Responsible for CSAT, NPS management and campaigns.
• Knowledge of gross margin, asset, standard and alignment, major incident response and MSA management.
• Guides the talent identification and development processes for their team.
• Works in alignment with the service, NOC, and technical managers to ensure SLO compliance.
• Manages Frontline MITS customer and customer relationships as the point of contact for greater enablement and platform integration purposes.
• Participate in weekly, monthly, quarterly and yearly service reviews with the service delivery manager.

What You Bring

• 5 years' Account Management or customer service experience supporting US clients, preferably IT-related business to business
• Bachelor's degree (BA or BS) from accredited college or university
• Excellent communication and interpersonal skills with the ability to gain the trust of clients
• Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions.
• Excellent judgment and discretion; ability to handle multiple priorities simultaneously, meet deadlines, and handle work-related stress is required.
• Friendly, courteous, service-oriented, professional, outgoing, and customer service oriented.
• Must be able to work independently and productively with minimum supervision.
• Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions; works well in group problem solving situations; uses reason even when dealing with emotional topics.
• Communicates changes and progress; completes projects on time and budget.
• Team player with a "can do" attitude that can work in a fast-paced environment.
• Ability to establish and maintain professional atmosphere for employees, clients and customers
• Ability to coordinate with other staff, and interact with other departments professionally.
• Possesses self-motivation and assertiveness to achieve goals and be successful

Not Sure You Meet Every Requirement?

We know that great candidates may not match every qualification listed. If you're excited about the role and believe you could be a strong fit, we encourage you to apply. We value potential and a growth mindset as much as experience.

Join Us

At Frontline Managed Services, we celebrate different backgrounds, experiences, and perspectives. We are committed to building a team that reflects the clients and communities we serve.

"We are an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status."