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Client Support Services Manager

2 months ago

Reston, Virginia, United States Tri-Starr Talent Full time

TriStarr Talent is proud to represent a leading Manager Services Provider (MSP) seeking a seasoned Client Support Services Manager to drive exceptional client satisfaction and team performance.

This is an exciting opportunity for a strategic leader to join a growing team and contribute to the company's success. If you're passionate about delivering outstanding client service and have a talent for leading and optimizing operational teams, we'd love to connect with you.

Key Responsibilities:

  • Lead a team of Technical Account Managers, overseeing their weekly tasks, time management, and performance against KPIs and other key metrics.
  • Manage the administrative and finance support team, handling inventory and client purchasing requests, ensuring equipment is accurately scoped, priced to meet required margins, and coordinating with project management for timely delivery.
  • Act as a strategic advisor to high-value clients, gaining deep insights into their business processes, collecting data for technical assessments, and collaborating with engineering and service teams to design scalable infrastructure solutions.
  • Serve as the primary escalation point for client relationship issues, working closely with leadership to resolve conflicts and achieve mutually beneficial outcomes.
  • Partner with administrative, sales, and technical teams for monthly reviews and audits of contracted services, ensuring profitability and executing necessary adjustments while clearly communicating changes to clients.

Requirements:

  • Bachelor's degree in Information Technology, Computer Science, Management Information Systems, Business Administration, or a related field; or 5+ years of relevant experience and training; or an equivalent combination of education and experience.
  • 5+ years of hands-on experience with Professional Services Automation (PSA) tools, Remote Monitoring and Management (RMM) systems, Enterprise Resource Planning (ERP) systems, and proficiency in Microsoft Office Suite/365.
  • 5–7 years of experience in managed support services, technical support, and/or professional services, serving as an Account Manager and/or Technical Account Manager, with a proven track record of delivering outstanding customer service and driving successful project outcomes.
  • 3+ years of management experience with responsibility for operational profit and loss, including the ability to accurately calculate costs, discounts, interest, commissions, and percentages.