Client Support Manager

2 days ago

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Continent 8 Technologies

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Co-location • Managed Hosting Services • Distributed Denial of Service (DDOS) protection • Disaster Recovery • IP Transit

201 - 500

Description

• The service delivery associate will report directly to the Manager of Service Delivery. • Directly managing assigned client relationship(s); ensure delivery quality and timeliness. • Developing and maintaining strong relationships at a strategic and operational level with assigned clients. • Maintaining 100% customer health scoring based on product usage, customer satisfaction surveys, and other key metrics that indicate customer engagement and success. • Contributing to new processes procedures/overall governance within relative to Customer Experience. • Traveling domestically and international to customer locations and/or to Continent 8 office locations may be required. • Dedication to being flexible, adaptive, and proactive in meet customer requirements. • Working extended hours may be required on occasion. • Weekend/Public Holidays may also be required on occasion. • Bridging the gap between sales and customer support. • Fostering a customer-centric environment. • Taking Ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews. • Ensuring that systems, procedures, and methodologies are in place to support outstanding service delivery. • Scheduling, preparing for, and lead quarterly/annual business review meetings and technical workshops with clients and lead other meetings. • Scheduling and leading regular client status meetings for assigned clients to ensure excellent customer service. • Advocating for customers' interests, ensuring their concerns are addressed with professionalism. • Managing sensitive and sometimes confidential information. • Multitasking, prioritizing multiple tasks at the same time, and be responsive to internal and external customers in a timely manner.

Requirements

• Bachelor’s degree or equivalent certifications in a business or technical field. • 10+ years’ experience in customer service or customer support roles, including managing escalations, required. • Excellent English communication skills (oral, written & presentation). • Excellent client communication and presentation skills including listening skills, and fluency in English (spoken and written). • Spanish native or proficiently (oral, written, & presentation) desirable. • Proactive nature, service-minded and a natural drive for problem solving, enthusiastic, committed, result-oriented, and able to thrive under pressure. • Project Management skills is desirable. • Experience and knowledge within the iGaming industry is desirable.