Client Service Manager
CurrentAs an NEC CSM, I manage our account's service operations. I monitor and report on service levels, act as the point of escalation for issues, and work with support teams to ensure service delivery meets agreed levels. I oversee service restoration and regularly report on NEC performance at service review meetings. I manage service improvement plans and risk registers, ensuring timely delivery of actions.Responsible for managing and delivering contracted services to specific customer accountsEnsure services are delivered to contractual Service Level Agreements (SLA’s) or to reasonable endeavor performance targets- Act as a single point of contact for escalations- Manage and develop customer relationships to maximize customer satisfaction and ensure services are in line with customer's IT/IS business strategy- Produce Service Performance Reports and attend Customer Service Reviews- Be an escalation point for Service teams and the Customer- Provide excellent communication to the Customer and internal Service teams- Accountable for the acceptance of new or amended services into production and the ongoing management to contracted service levels- Contribute to the development and ongoing management of the Customer Account PlanIdentify new revenue opportunities and ensure these are passed to the Sales Account Managers for processing- Management of risk to a point of acceptance or mitigation- Understand and ensure adherence to corporate policy, processes, procedures and guidelinesSeek to convert clients to Reference Status (where appropriate)
