Client Services Manager (CSM)
On-siteNoida, Uttar Pradesh, India
Job Summary
Establish governance models defining processes for change, incident, and service request management while overseeing client service protocols. Manage global client transactions and communications, coordinating across internal stakeholders, vendors, and cross-functional teams. Monitor client satisfaction, maintain documentation of interactions, and create weekly, monthly, and quarterly reports to verify KPI and SLA adherence. Prioritize and resolve issues and enhancements within planned release cycles, supporting customer audits and inspections. Prepare and execute business meetings to achieve deliverables, ensuring overall program health regarding deliveries and service levels.
Required Qualifications
- Governance Model
- Change Management
- Incident Management
- Service Request Management
- client transactions
- communications
- internal and external stakeholder
- vendors globally
- monitoring and measuring client satisfaction
- Keep records
- MOM
- documentation of customer interactions
- weekly, monthly and quarterly reports
- KPIs
- SLA
- client service protocols
- Safety System skills
- incidents
- configuration changes
- business meetings
- virtual
- face-to-face
- cross-functional
- local
- global
- deliverables
- strong documentation skills
- exceptional interpersonal abilities
- multi-task
- self-directed
- independently handle multiple global stakeholders
- flexible
- adapting to the demands of the customers
- interpersonal skills
- variety of stakeholders
- cross-functional/cultural teamwork
- fast-paced environment
- flexibility
- high level
- time constraints
- strong critical thinking skills
- evaluate alternatives
- present solutions
- business objectives
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