Manages the technical client service team. Sets policies and procedures in the provision of technical support to clients consistent with contractual obligations. Manages team members who are the primary contact with the client to either resolve client issues or define the problem for subsequent action. Partners with Technical and Account Management to develop solutions for clients. Monitors and controls client performance to service level agreements to be used in business planning as well as compilations of the data and indicators for control organizations. Develops and oversees the implementation of support strategies as business revenue stream.

What Part Will You Play?
- Provides overall support of client(s) assigned component area, system module(s), product(s) or projects(s). Delegates and assists with client initiated tasks assigned to team members to ensure issues, requests and projects are being completed on schedule and within service level agreements. Exhibits the ability to adapt, modify or establish processes or procedures as needed to resolve situations.




- Directs a team that delivers quality customer service by understanding the client’s and the companies strategic initiatives, ensuring sound decisions are being made, understanding the financial implications, identifying revenue opportunities and ensuring service level agreements are met.
- Establishes, maintains and strengthens positive working relationships with all internal stakeholders, clients and counterparts to set priorities for work efforts and to build collaborative teams. Lead, participate, facilitate, or serve on focus groups, and improvement initiatives.
- Collaborate with multiple internal functional areas to identify, interpret, analyze and verify client impact/benefit related to system, module, product or project changes. Ensures team members and the client understand the changes and impacts of the associated requirements (e.g. monetary impacts, compromised data, regulatory breeches, imp

📌 Client Services Manager (Ciudad de México)
🏢 Confidential
📍 Ciudad de México