Client Service Manager managing relationships and growing accounts for AND Digital, a tech company focused on closing the digital skills gap.
About the role
- Client Services Manager overseeing Client Services team at Inductive Automation. Responsible for team efficiency, quality output, and customer satisfaction through effective management and protocols.
Responsibilities
- Collaborating with the Co-Director of Support Services to manage the end-to-end hiring process, from defining roles to selecting team members
- Establishing the primary workflows, processes, and structural frameworks for the new team, ensuring seamless handling of all incoming company calls
- Designing and implementing protocols for fielding inquiries, ensuring a high first-call resolution rate or efficient escalation to the correct divisions
- Overseeing daily operations, including ticket queue management, workload distribution, and resolution of escalations
- Providing real-time coaching and regular 1-on-1 feedback sessions to ensure staff are meeting baseline expectations and developing professionally
- Facilitating the successful integration of new hires by overseeing their initial training and transition into the team
- Tracking and analyzing key performance indicators (KPIs)—such as ticket volume, resolution time, and customer satisfaction—to ensure team efficiency
- Performing consistent audits of ticket documentation and technical work to maintain high standards of accuracy and service quality
- Serving as the primary point of contact for sensitive customer escalations, ensuring timely and effective resolution
- Assisting in day-to-day operational planning, including shift coverage, meeting schedules, and workload distribution
- Meeting weekly with the Support Services Director to report on team progress, identify potential roadblocks, and discuss personnel concerns
- Contributing to the development of departmental goals and assisting in reviewing internal processes to improve the overall Support Services Division
- Working alongside other division leaders to ensure Support goals align with broader company initiatives and product updates
- Completing special tasks and or projects as assigned by the Director of Support Services
- Managing department budget, reassessing wants and needs of the department to ensure appropriate spending
- Delivering disciplinary actions, conducting performance reviews, and managing other long-term professional development deliverables
Requirements
- Bachelor’s degree or a minimum of 4 years of equivalent experience
- Must have held a Supervisor position for 4 years or equivalent management experience
- Must have at least 5+ years of Customer Service experience, experience in the Technology industry is preferred
- Experience using ticketing systems such as Zendesk or Jira
- Experience using a Client Relationship Management (CRM) software, HubSpot preferred
- Ability to set clear expectations for direct reports
- Ability to develop direct reports and help them set and reach clear goals
- Ability to communicate professionally, effectively, and consistently with division staff and management
- Ability to give sincere, candid, specific, and actionable feedback to direct reports
- Ability to organize and prioritize daily workload activities for themselves and their direct reports
Benefits
- 100% Employee Covered Health Care: Don’t pay a dime for your medical, dental, and vision insurance.
- Paid Time Off: Receive paid holidays, vacation, and sick time.
- 401k with Match: Save for the future with our company-matching 401k program.
- World-Class Headquarters: While on-site, enjoy complimentary snacks and beverages, then challenge a friend to a game of pool, table tennis, shuffleboard, or foosball.
- Adjacent Nature Reserve: On-site employees enjoy breathtaking views and adventures that energize and inspire.
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