Client Solutions Manager
1 week ago
**Role Overview**:
The primary objective of this Client Solutions Manager role is to deliver exceptional service to existing clients, driving business growth and development within their accounts. This position differs from the Business Development Manager, which focuses on technology and service offering driven business development.
The work is performed within standard business hours; however, the Client Solutions Manager is expected to be available for occasional out-of-hours escalations.
This role will be responsible for managing either a group of clients in a geographic territory or a set of global/regional clients, with a focus on smaller-sized but more complex service delivery engagements.
Key Responsibilities:
1. Incident Management
The Client Solutions Manager must maintain regular communication with client focal points, TRT BDMs, and executives regarding P1 cases and SLA misses. This includes:
- Maintaining verbal contact with primary client contacts within 2 hours of logging a P1 case
- Contacting the client within 4 hours of an SLA miss (regardless of priority level)
- Notifying the client within 2 hours of an incomplete case (regardless of priority level)
This coverage extends 24/7, requiring the Client Solutions Manager to be available outside standard business hours as needed.
2. Problem Management
The Client Solutions Manager is tasked with identifying recurring issues affecting multiple clients with common geographic locations or technologies. They must propose resolutions to TRT executives and clients within the framework of service delivery reviews.
3. Service Reviews
On a pre-agreed basis, the Client Solutions Manager presents TRT service delivery performance to each assigned client. This involves:
- Presenting ongoing confidence levels in TRT services to clients
- Furnishing Service Delivery review reports to clients and other TRT stakeholders within specified timelines
4. Growth of Client's IT Spend with TRT
The Client Solutions Manager manages existing revenue streams for clients, including:
- ECEB (Existing Client Existing Business): Forecasting, quoting, and securing renewal of annuity contracts
- ECNB (Existing Clients New Business): Identifying, quoting, forecasting, and securing new client business opportunities
5. Finance and Administration Focal Point
The Client Solutions Manager serves as the primary point of contact for clients in the Order-to-Cash process, ensuring timely billing and accurate collections via collaboration with the TRT Finance Department.
6. Configuration Management Database (CMDB)
The Client Solutions Manager ensures accuracy of client asset lists and related details within the TRT TRACSS System, working closely with Business Development Associates to achieve this goal.
7. Focal Point of Knowledge Base for Each Client Engagement
The Client Solutions Manager documents customer engagements, including deployment projects, maintenance and support contracts, and managed services projects. They also provide performance reports and statistics to TRT management and the Executive Board.
Professional Requirements:
**Skills:**
- Minimum 5 years' experience in a customer service role
- Minimum 3 years' experience in sales, business development, or sales assistance
- Incident, Problem, and Change Management (e.g., ITIL understanding)
- Strong Written and Verbal Communication Skills
- Dispute Resolution/Negotiation Skills
- MS Excel - Intermediate
- MS Word - Intermediate
- MS PowerPoint - Basic
- MS Visio - Basic
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