• Manage a team of Customer Service Representatives/Technical Support Engineers, in ensuring a consistent & excellent standard of service provided to valued clients• Take charge in handling customer complaints and ensure that issues are dealt with, in a speedy and satisfactory manner• Contribute in enhancing the products and services by providing regular feedback to the QA department about customer concerns and/or comments• Develop and maintain client relationship by understanding current & future needs of clients• Create and implement a Customer Service Strategy Plan• Plan, coordinate and conduct client meetings, reviews and analyses as appropriate• Train and familiarize clients on new and existing system functionality, including but not limited to system features, online help resources, tutorials, etc.