Client Services Manager (CSM)

Requirements

• Should be able to establish a Governance Model and define processes and templates for Change Management, Incident Management and Service Request Management.
  
• Should be able to manage client transactions and communications, coordinates across internal and external stakeholder and vendors globally.
  
• Should have experience in monitoring and measuring client satisfaction and Keep records, MOM and documentation of customer interactions.
  
• Should have experience in creating weekly, monthly and quarterly reports to determine whether KPIs and SLA are being met.
  
• Should be able to develop and oversee the implementation of client service protocols.
  
• Should have experience in maintaining the list of issues/enhancements, prioritize the list and resolve/address them in the planned release cycle.
  
• Should be able to support during customer audit/inspection.
  
• Should be responsible for overall health of the program in terms of deliveries and SLA.
  
• Should possess Safety System skills to support the team with incidents and configuration changes if needed.
  
• Should be able to prepare and execute business meetings - virtual, face -to -face, cross -functional, local, or global - to achieve required deliverables.
  
• Should possess strong documentation skills and exceptional interpersonal abilities.
  

• Should be able to multi -task, self -directed and independently handle multiple global stakeholders.
  
• Should have the ability and willingness to be flexible, adapting to the demands of the customers.
  
• Should be exceptional interpersonal skills to interact with a variety of stakeholders and foster cross -functional/cultural teamwork.
  
• Should be able to work in a fast -paced environment, maintaining flexibility and performing at a high level when faced with time constraints.
  
• Should have strong critical thinking skills to evaluate alternatives and present solutions consistent with business objectives.