Client Care Manager

The Client Care Manager builds and maintains strong client relationships, drives customer success, and supports strategic growth across assigned accounts. Acting as the primary client contact, the Manager delivers value throughout the customer lifecycle while coordinating with internal teams to ensure exceptional service and alignment with client goals.

• Demonstrate expertise in Customer Success best practices and stay current on industry trends.
• Proactively manage a portfolio of clients to ensure consistent value delivery.
• Build trusted relationships with client stakeholders and serve as their primary contact.
• Educate clients on TLC tools and services; collaborate internally to maximize adoption and value.
• Mentor Client Care Coordinators and support their development.
• Respond to technical client inquiries (e.g., licensing, quotes, service scope).
• Manage service and sales-related requests with clear, timely communication.

• Partner with the Sales team to address quotes and inquiries.
• Own client communication to ensure timely, accurate responses.
• Conduct portfolio reviews to identify opportunities and risks; prepare insights for TBRs and strategic planning.

• Develop and deliver Strategic Account Plans (SAPs) outlining growth opportunities, client goals, and long-term strategies.

• Maintain accurate documentation in ITG and Autotask; identify areas for improvement.
• Partner with Operations to standardize SOPs and knowledge base content.
• Assist in resolving aging tickets by coordinating with clients and technicians.
• Distribute Pod workload to maintain balance and efficiency.
• Track and resolve recurring client issues; identify patterns and recommend process improvements.

• Proven experience in account management, customer success, or related fields.
• Strong communication and relationship-building abilities.
• Data analysis skills with the ability to provide strategic recommendations.
• Familiarity with business technology solutions and industry best practices.
• Proficiency with Autotask, ITG, and CRM systems.
• Product Owner certification or training (CSPO, PSPO, or PMI-ACP)
• Experience with data literacy: adoption metrics, retention indicators, cohort/portfolio reporting
• Familiarity with compliance-sensitive software environments
• Experience facilitating multi-stakeholder alignment sessions