The Client Service Manager acts as a dedicated or designated liaison between the company and customers to improve customer satisfaction and to meet service level agreements. Responsible for the timely resolution of day to day problems and break/fix incidents for technical or operational issues. Configurations and customers are generally highly complex, strategic and/or global in nature. May team with any of the following to develop and implement an account management strategy that drives company revenue: account managers, project and program managers, engagement managers, systems engineers, sales team members, and service providers. Must use, train, and serve as a subject matter expert on a wide range of tools to steam line efforts in troubled case management, escalation, reporting and customer stewardship. Possesses and maintains a clear understanding of key customer service entitlements and proactively monitors on a daily basis. Must ensure service plans align with revenue objectives. Must have a high level understanding of the company's products and be able to leverage technical resources to expedite problem resolution. Work is performed with minimal direction and reviewed by senior management. Provides resolutions to a diverse range of complex problems.

Acted as an individual contributor who provided remote post-sales support of software and/or hardware systems, sub-systems and/or applications for customers or field personnel utilizing telephone and remote diagnostic capabilities. Provided support for end user installations of medium complexity, configurations, upgrades and migrations through basic problem solving and troubleshooting. Includes supporting 3rd party products and occasional on-site support. Analyzed symptoms, logs, and data required to resolve issues of medium complexity. Proposed and monitored the implementation of solutions for non-routine customer reported incidents to ensure that situation is resolved. Proactively monitored for downstream effects as a result of the fix.