Client Support Manager Resume Sample
Nicklaus Greenfelder
146 Jackeline Estates,
San Francisco,
CA
+1 (555) 858 0594
Work Experience
Client Support Manager
05/2017
-
PRESENT
Houston, TX
- Move up to 10 pounds occasionally, by lifting, carrying, pushing, pulling, or otherwise repositioning objects
- Sitting for long periods of time while using office equipment such as computers, phones and etc
- Fingering and Repetitive motions; such as movement of wrists, hands and fingers while picking, pinching and typing during your normal working environment
- Express or exchange ideas with others through the use of spoken word, quickly, accurately, and at an easily audible volume, and receive detailed information through oral communication at usual speaking levels without correction, and/or make fine discriminations in the nature of sounds in the environment
- Technology-savvy professionals who understand the ins and outs of ticketing systems and online product and service support
- Engaging people managers who can coordinate multiple processes and people while empowering their team to achieve challenging goals
- Results-driven leaders who continuously monitor key metrics and outcomes, fine-tune processes, and adjust plans when needed
- Confident activators who can prioritize the urgency of multiple demands, immediately take action and follow through
- Proactive problem solvers who anticipate challenges and thrive when they are searching for the root causes of problems
Executive & Client Support Manager
08/2011
-
02/2017
Houston, TX
- Addresses ticket escalations received from clients and re-allocates the team’s workload as needed
- Train staff in processes, procedures and tools used to perform their job function
- Work within and outside Customer Service domain with others to perform root cause analysis and work on projects as directed
- Manage projects of small and medium scope with oversight from management, including hardware, operating system and application deployments
- Authors guidelines, policies and procedures for staff and ensures these are socialized and followed
- Stay current with product updates, new features, and functionality so as to be able to provide advanced support to client support staff and client base
- Function as an Operations Lead for designated products as outlined by the Operational Lead Role and Responsibilities guidelines
- Respond to and resolve SalesForce cases assigned to the Advanced Host Support (AHS) team per the Service Level Agreement
- Provide advanced issue resolution, support, training and best practices to Client Support staff for TM products which can include but not limited to
Executive Assistant / Client Support Manager
06/2004
-
05/2011
Philadelphia, PA
- Lead and communicate on employee engagement actions during team’s operating rhythms
- Manages overall workflow and provides solutions to efficiently and effectively meet our sales team and clients’ needs
- Experience in a tech support role or a similar position
- Hands on experience working with databases, web servers, applications servers, and 3rd party software packages
- Windows and linux system administrative experience
- Experience with documentation preparation and/or development of training material
- Familiarity with several and a willingness to develop skills in the following
- Partners with key business contacts in FAS and across the enterprise to identify and resolve issues associated with FAS Intermediaries and Vanguard clients. Proactively builds relationships to ensure support for clients’ needs
Education
Strayer University
2000 - 2004
Bachelor's Degree in Business Related Area
Professional Skills
- Strong written, oral communication skills to include presentation skills, interpersonal skills, and a professional business image
- Expert written, oral communication skills to include presentation skills, interpersonal skills, and a professional business image. Knowledge of MS Office suite
- Written and oral communication skills to include presentation skills, interpersonal skills, and a professional business image
- Written, oral communication skills to include presentation skills, interpersonal skills, and a professional business image
- Strong interpersonal and communication skills and the ability to work effectively with multiple levels of employees, including senior management
- Excellent command of spoken and written skills of English language
- Strong organization, communication and time management skills
How to write Client Support Manager Resume
Client Support Manager role is responsible for interpersonal, presentation, business, suite, training, telecommunications, retail, finance, procurement, reporting.
To write great resume for client support manager job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Client Support Manager Resume
The section contact information is important in your client support manager resume. The recruiter has to be able to contact you ASAP if they like to offer you the job. This is why you need to provide your:
- First and last name
- Telephone number
Work Experience in Your Client Support Manager Resume
The section work experience is an essential part of your client support manager resume. It’s the one thing the recruiter really cares about and pays the most attention to.
This section, however, is not just a list of your previous client support manager responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular client support manager position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Client Support Manager resume experience can include:
- Strong interpersonal and leadership skills and a proven ability to adapt management style to achieve best results
- Proven ability to work closely with the customer and effectively negotiate directly with the customer and negotiate internally on their behalf
- Strong commercial and residential loan servicing OR accounting experience
- Translate skills to other employees through training and mentoring
- Experience in developing long-term business relationships with key decision makers within organizations, with a proven knowledge of the sales cycle
- Can multi task and handle multiple priorities with excellent attention to detail in a high-energy and agile environment
Education on a Client Support Manager Resume
Make sure to make education a priority on your client support manager resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your client support manager experience. For example, if you have a Ph.D in Neuroscience and a Master's in the same sphere, just list your Ph.D. Besides the doctorate, Master’s degrees go next, followed by Bachelor’s and finally, Associate’s degree.
Additional details to include:
- School you graduated from
- Major/ minor
- Year of graduation
- Location of school
These are the four additional pieces of information you should mention when listing your education on your resume.
Professional Skills in Client Support Manager Resume
When listing skills on your client support manager resume, remember always to be honest about your level of ability. Include the Skills section after experience.
Present the most important skills in your resume, there's a list of typical client support manager skills:
- Experience in teaming effectively with others across different disciplines, functions and organizations
- Has excellent problem solving, change management, mentorship and development, communication and interpersonal skills
- Proven ability to work closely with the customer and effectively negotiate directly with the customer and/or negotiate internally on their behalf
- Excellent communication and interpersonal skills - comfortable dealing with senior executives
- Demonstrate expert knowledge in the software or experience with working with another public sector accounting/utility billing application
- Effective at partnering with others across different disciplines, functions and organizations and driving World Class Customer Experience
List of Typical Experience For a Client Support Manager Resume
1
Experience For Executive & Client Support Manager Resume
- Manage all business applications and team tools effectively
- Experience: 1-3 years of relevant experience
- Experience managing employees and teams
- Proven ability to analyze, troubleshoot and multi-task
- Effective at teaming with others across different disciplines, functions and organizations and driving expedient resolution of customer issues
- Customer Onboarding. Invest in Customer introduction to the Client Experience, Self Service Capabilities and ongoing relationship expectations
- Establish Customer relationship cadence to foster a strong partnership throughout the Customer LifeCycle
- Invest in the Customer Experience
- Create and implement and maintain effective customer retention programs
2
Experience For Intermediary Client Support Manager Resume
- Hire, train and develop a strong support staff to ensure a high level of client satisfaction
- Experience with GOVED/SLED
- Exceptional leader with a demonstrated ability to motivate, inspire and elevate team performance
- Applicable and related experience
- Strong knowledge and application of Legacy Level 3 (or Industry) network and product set
- Exceptional written, oral and presentation experience
- Desire to operate in a fast-paced, entrepreneurial environment
3
Experience For Executive Assistant / Client Support Manager Resume
- Strong knowledge and application of CenturyLink's (or Industry) network and product set
- Recognising and encouraging developmental needs to motivate and retain staff
- Monitoring of Activity
- Working knowledge and application of Level 3's (or Industry) network and product set
- Working knowledge of MS Office suite. The ability to travel to customer sites
- Focus on continuous improvement by uncovering issues and developing/administering solutions that benefit all areas of the business
- Help keep the team focused and on track to achieve DD's fiscal and corporate objectives, including meeting/exceeding team sales quotas
4
Experience For Regional Client Support Manager Resume
- Responsible for monitoring client satisfaction, acting on the results not avoiding difficult issues
- Work with clients to assist in formulating and executing a game plan to resolve their software issues
- Provide leadership and mentoring to individual team members as well as additional guidance and training to the sales teams
- Responsible for generating Weekly Order Verification report and taking actions to improve where necessary
- Perform reviews and goal setting along with formulating a prescribed curriculum with individual team members
- Can courageously lead a team, making tough decisions and owning those decisions
- Line management responsibility for the Support team encompassing performance management, motivation, training and development of the team
5
Experience For Client Support Manager, Operations Resume
- Develop and maintain a new-hire and on-going training program to ensure staff is knowledgeable about all aspects of the service and applications
- Manage the work schedule for the team to ensure full coverage at all times during hours of operation (including holidays)
- Compile and provide necessary vendor and distributor reports on registrations and special pricing requests for use by LOB DDAM management
- Assure that the team addresses all relevant issues regarding specifications and various standards
- Knowledge and understanding of the contract and the client environment
- Manage and review sub contractors performance to ensure they are adhering to the Statement Of Work (SOW)
6
Experience For Account Manager / Client Support Manager Resume
- Maintain and own Service Operations Manual(SOM) including distribution to relevant interested parties
- Service Improvement Plans - continually review service to ensure we are delivering best for clients and develop improvement plans where necessary
- Maintain Client panels ensuring information contained is always up to date
- Identify growth opportunities for both hardware and software support using internal tools such as Coverage Reports and Brand Warranty Drop-Off
- Provide business support during mid term renewals
- Gather and utilize metrics based on customer calls utilizing functional role audit tools and standards
- Provide individual career coaching and development
- Proactively promote growth opportunities through training and stretch assignments
7
Experience For Lead KAC Sales / Client Support Manager Resume
- Team members manage and provide support to clients primarily through email, with phone interaction being secondary
- Interact with customers, and client support team, and trouble shoot customer issues and ideally bring to a more than satisfactory resolution
- Create an environment to encourage new thinking on service improvements
- To understand the support being given and develop methods to review, resolve at source and measure impact
- Ensure relevant and correct record keeping of the requests made of the Client Support team for performance metrics
- Ensure by review that the Client Support team is working within the service level for the services it provides
- Client participation in corporate initiatives
- Customer relationship skills and ability to establish rapport and working relationship with customers, staff and Franchisee network across multiple management levels
- Experience with customer surveys and follow-up
8
Experience For Technical Client Support Manager Resume
- High proficiency in Microsoft applications (Word, Excel, PowerPoint)
- Manage the software help-desk to achieve fully resolved support calls and optimal response times to clients
- Provide client service at the highest level by understanding, diagnosing, and effectively communicating with clients through each step of the troubleshooting and support process
- Work with the Account Management and Professional Services teams to ensure client requests are handled effectively
- Provide documentation and videos to assist clients with support issues
- Identify process inefficiencies and recommend better ways to perform various tasks within the software
- Identify organizational inefficiencies and propose solutions
- Work with the Vice President of Implementation to establish a balance between implementation and support resources
- Act as a mentor and resource for staff
9
Experience For Digital Client Support Manager Resume
- Prepare performance and personal development goals, and conduct performance evaluations of staff
- Organize and participate in team activities to enhance team synergy
- Manage team of 5-7 Client Support Specialists
- Ensure departmental metrics are achieved and/or exceeded and report performance
- Manage adherence of team processes, policies, and procedures. Regularly evaluate procedures for relevancy
- Create and oversee the execution of a development plan to automate manual operational tasks/activities
- Work with peers to ensure the timely resolution of support cases and customer escalations
10
Experience For Key Client Support Manager Resume
- Manage Guest Acquisition (Data Entry) Fulfillment
- Manage resolution of customer-impacting billing and service related issues by facilitating with appropriate internal groups,coordinating completion, and ensuring timely communication
- Evaluate and report on performance against contracted SLAs
- Initiate/coordinate request for outages (RFO) with the appropriate internal teams, communicate appropriate information to the customer and ensure appropriate Service Improvement Plans (SIP) are implemented to address the issues
- Maintain customer inventory for assigned module, including term expiration, keeping integrity with services sold
List of Typical Skills For a Client Support Manager Resume
1
Skills For Executive & Client Support Manager Resume
- Demonstrated experience of successfully engaging with clients and service providers and maintaining productive and high performance relationships
- Well-developed analytical and troubleshooting skills
- Working knowledge and application of CenturyLink (or Industry) Complex Solutions, Business Practices and Customer Experience
- Excellent understanding of CMB’s Onboarding and KYC processes
- Experience in a Telecommunications customer-facing environment supporting Enterprise Customers
- Drive balanced communication with tact and diplomacy, while juggling competing customer & company priorities
- Successful experience negotiating directly with the customer or negotiating on their behalf
- Demonstrated success of teaming with others across different disciplines, functions and organizations and driving expedient resolution of customer issues
- Effective at teaming with others across different disciplines, functions and organizations and driving expedient resolutionof customer issues
2
Skills For Intermediary Client Support Manager Resume
- Demonstrated success of partnering with others across different disciplines, functions and organizations and driving expedient resolution of customer issues
- Experience working and managing a team in a call center environment
- Experience in a Telecommunications customer-facing environment supporting Enterprise Customers
- Two years’ experience providing training, advice and guidance to other technical support specialists to resolve specific cases
- Demonstrate commitment to continuous learning in order to stay current regarding applicable software, technology and industry related topics and issues
3
Skills For Executive Assistant / Client Support Manager Resume
- Experience managing a customer-facing SaaS support staff
- Develop rapport and maintain strong working relationships with internal and external clients
- Establish, develop and maintain strong, long term and positive working relationships with team members and clients
- Strong understanding of IP Products and Services
- Experience building successful business relationships at all levels of an organization
- Experience and advanced proficiency with internal Service Assurance and Billing processes and systems
- Experience with ERP and sales quoting tools
4
Skills For Regional Client Support Manager Resume
- Experience managing teams with at least 15 direct reports
- Provide instructional mentorship and advise them how to best handle complex issues by coaching them to be effective in our client communication
- Proven ability to make informed decisions appropriate to the job responsibilities
- Strong knowledge and application of Level 3's (or Industry) network and product set
- Proven ability to develop long-term business relationships with key decision makers within organizations
- Working with internal departments to improve existing processes
- Working knowledge of the applicable tools & techniques of customer support within telecommunications
- Understanding of Business Analytics
5
Skills For Client Support Manager, Operations Resume
- An expert at teaming with others across different disciplines, functions and organizations and driving expedient resolution of customer issues
- Extensive knowledge of new technologies and selling points which includes enhancing expertise in the company's product application technologies
- Follow-up with clients post-training on any outstanding concerns or open issues
- Support new product roll outs and technical training of client facing teams (Client and Technical Support, and Implementation)
- Develop and manage customer relationships to retain existing revenue inclusive of primary contract
- Develop and manage customer relationships to retain existing revenue inclusive of primary contract renewal responsibility within assigned Tier 2 account base
6
Skills For Account Manager / Client Support Manager Resume
- Proficiency with Legacy Level 3 Service Assurance and Billing processes and systems
- Implement cross-sell and up-sell initiatives increasing overall total customer spend within embedded named customer accounts
- Develop and manage customer relationships to retain existing revenue inclusive of primary contract renewal responsibility
- Main sales contact to the customer for situations involving AD transition or open territory coverage
- Flexible and productive working style
7
Skills For Lead KAC Sales / Client Support Manager Resume
- Projects related to the billing of new services and offerings
- Provide on-going technical support and solutions to client software problems
- Coach, develop, and support team members to ensure on-going development and high performance
- Participate in advanced technology troubleshooting and work with 3rd party vendors to resolve issues
- Handle support escalations to drive issue resolution, internally and client facing
- Proficiency in Windows operating systems and Windows based applications and services
- Handle multiple tasks/requests in a fast paced, high transactional environment
8
Skills For Technical Client Support Manager Resume
- Desire and ability to learn and maintain technical knowledge (preferably certifications) on various Dimension Data Americas offerings and Dimension Data Americas suppliers
- Collaborate and work successfully with teams
- Manages the staff and activities of the AutoPilot Client Support Team
- Monitors and verifies work schedules and attendance records; conducts performance review/evaluations; providing coaching, counseling and discipline; and resolving personnel related issues
- Provides escalated support to Financial Institutions by working advanced, complex or time sensitive issues in a professional and timely manner and assisting with questions and issues
- Performs reporting and service level deliverables to include AutoPilot Client Support Team performance and ticket reports
9
Skills For Digital Client Support Manager Resume
- Insures quality support for all AutoPilot products and services. This includes: Electronic Cash Management (Payments), Loss Mitigation, AutoPilot Software, AP Account Services and Connectors
- Expert proficiency with internal Level 3 Service Assurance and Billing processes and systems
- Participates in SWBC internal and client meetings as AutoPilot Products respondent for questions and discussion
- In line with relevant operational processes and Service Level Agreements (SLA’s), manage the escalation of complex issues to resolution
- Develop and manage customer relationships to retain existing revenue inclusive of primary contract renewal responsibility within assigned strategic account base
- Conduct periodic calls/ meetings with assigned customers to foster a strong partnership and ensure that the customer's issues are regularly voiced and they are kept informed about ongoing improvement opportunities
- Assist Operations with the management and development of customer relationships with Operations so that processes and interface arrangements are understood between the two companies
- Manage resolution of customer-impacting billing and service related issues by facilitating with appropriate internal groups, coordinating completion, and ensuring timely communication
- Perform comprehensive monthly/ quarterly business reviews for assigned customers focused on revenue trends, technical network performance, open orders, corresponding improvement plans, billing issues, industry trends and company events
10
Skills For Key Client Support Manager Resume
- Portal On boarding/process training. Onboard customers in partnership with SME organization. Review Customer Information Guides with Customer, update when necessary. Liaise with internal departments and customer to ensure all needs are addressed related to onboarding
- Responsible for developing and delivering training to CSM peers and participating in the ongoing improvement to the body of knowledge for the CSM role. Maintain current, in-depth knowledge of tools and resources to function as subject matter expert and to ensure team members have information necessary to efficiently perform job functions
- Portal On boarding/process training. Onboard customers in partnership with SME organization
- Advanced proficiency with internal Level 3 Service Assurance and Billing processes and systems
- Develop and manage customer relationships to retain existing revenue inclusive of primary contract renewal responsibility within assigned Tier 1 account base
- Perform monthly/ quarterly business reviews for assigned customers focused on revenue trends, network performance, open orders, corresponding improvement plans, billing issues, industry trends and company events
- Review Customer Information Guides with Customer, update when necessary. Liaise with internal departments and customer to ensure all needs are addressed related to onboarding
- Microsoft Word and Excel experience and Salesforce experience
- An ability to work closely with the customer and effectively negotiate directly with the customer and internally on their behalf
List of Typical Responsibilities For a Client Support Manager Resume
1
Responsibilities For Executive & Client Support Manager Resume
- Perform monthly/ quarterly business reviews for assigned customers focused on revenue trends, network performance,open orders, corresponding improvement plans, billing issues, industry trends and company events
- Ensure team members receive appropriate information and documentation to perform tasks efficiently and effectively
- Manage the alignment of Sales Account teams and Client Support ensuring effective partnerships
- Two years’ experience as a point of escalation to resolve complex cases and determining resources required to resolve
- Ensure client satisfaction is a priority
- Experience with both B2B and B2C customers
- Three years of experience in the customer support call center industry required
2
Responsibilities For Intermediary Client Support Manager Resume
- Two or more years of experience is to have served as a Supervisor/Manager
- Experience in customer service-based industry
- Experience in live event management/operations
- Experience with the Ticketmaster System
- Sale Discipline Experience
3
Responsibilities For Executive Assistant / Client Support Manager Resume
- Responsible for developing and delivering training to CSM peers and participating in the ongoing improvement to the body of knowledge for the CSM role
- Manage resolution of customer-impacting billing and service related issues by facilitating with appropriate internal groups,
- Portal On boarding/process training. Onboard customers in partnership with SME organization. Review Customer
- Information Guides with Customer, update when necessary. Liaise with internal departments and customer to ensure all needs are addressed related to onboarding
- Intermediate proficiency with internal Level 3 Service Assurance and Billing processes and systems
- Perform business reviews for assigned customers focused on revenue trends, network performance, open orders, corresponding improvement plans, billing issues, industry trends and company events
- Develop and manage customer relationships to retain existing revenue inclusive of primary contract renewal responsibility within assigned account base
- Drive collaborative discussion for ongoing MACD growth strategies
4
Responsibilities For Regional Client Support Manager Resume
- Create a trusted advisor environment for assigned customer base to enable ongoing solution growth and retention
- Lead others or perform third-level support for end-user reported problems relating to the Connected Payments application
- Lead others or perform intermediate troubleshooting for hardware, software, services, and telecommunication problems for assigned clients and area(s)
- Manage communication flow between Client Support, sales, and other functional groups regarding Client Support operations and administration
- Customer Growth and Retention
- Introduce opportunity for Solution Migration and Optimization
- Ensure that the customer's business objectives are discussed in a proactive, collaborative manner inspiring growth, optimization, retention and technology adoption
- Create accountability model cross-organization to provide End to End alignment to the customer relationship and support infrastructure
5
Responsibilities For Client Support Manager, Operations Resume
- Perform Client business reviews for assigned customers focused on revenue trends, network performance, industry trends, roadmap capabilities and company events
- Collaborate with internal departments on behalf of the customer to ensure all customer specific Run Book processes are in place for to ensure seamless transition into ongoing Retention Relationship strategy
- Proactively manage accuracy of customer billing and contract related governance through execution of Customer facing invoice reviews, contractual commitment reviews and internal churn mitigation strategies
- Develop a customer relationship touch model that drives retention strategy and inspires sales annuity
- Train end-users on basic functional use of Connected Payments application
6
Responsibilities For Account Manager / Client Support Manager Resume
- Represent support roles in partnership with commercial lending teams, Retail, Treasury Management, Loan Operations, and Deposit Operations to identify process improvements, increase efficiencies and communicate initiatives to the customer support teams
- Responsible for establishing consistent processes, procedures, best practices and behaviors for support teams that ensure an optimal and consistent client experience, as well as regulatory and audit compliance and resolve escalated client issues as needed
- Management of all Client Support Reps for the division requiring proactive, regular contact with internal partners to gauge team effectiveness as well as to obtain input on individual performance assessments for staff as well as to develop training and coaching protocols
- Ensure Client Support team stays current on corporate strategy and initiatives/priorities
- Responsible for talent recruitment, selection and development of client support staff
- Manage daily operational questions and issues from assigned Client Support team, sales teams, sales mgmt, LOBs, DD group entities and clients
7
Responsibilities For Lead KAC Sales / Client Support Manager Resume
- Make decisions and provide input/recommendations on team processes to departmental manager as well as other departments such as Finance, IT, PMO, Managed Services teams and AP&L
- Align with sales and LOB leaders on issues, training and policy implementation as it relates to the Client Support Team and their interaction with sales
- Manage Constant Touch program, as applicable for the team
- Work with sales management to coordinate sales forecasts
- Create and coordinate team/department contest initiatives
- Represent department at key meetings, when necessary
- Compile and provide necessary departmental reports for use by DDAM personnel and external clients
8
Responsibilities For Technical Client Support Manager Resume
- Attract, recruit, develop and retain key personnel
- Serve as player/coach for assigned accounts
- Provide backup support for peer managers, Client Support team and sales where applicable
- Work with direct line management to obtain necessary resources to support the team's requirements
- Work with departmental management to escalate any strategic or operational issues
- Manage performance of direct reports
- Lead to and facilitate DDAM's High Performance Culture and Corporate Values
- Proficiency with Microsoft Office Suite, with emphasis on Microsoft Excel
9
Responsibilities For Digital Client Support Manager Resume
- Growth opportunity identification and coverage
- Accountable for Inventory Management
- Manage the Commercial performance of assigned accounts and take ownership for Profit and Loss including revenue tracking, forecasting and IBM/ subcontractor cost management including cost take out
- Situation Management - To manage contracted and non-contracted calls and call escalations raised either from client call or internal IBM where applicable
- Where applicable (responsibility remains with the Sales Account Manager) work with clients to obtain purchase orders, to allow timely revenue collection
10
Responsibilities For Key Client Support Manager Resume
- Change Management - Manage additions and deletions to contracts including third party maintained equipment and ensure any termination fees payable by the client are managed
- Service performance/SLA Achievement - manage SLA to meet contracted agreed SLAs and manage and track any out of line situations
- Where necessary Provide Service reports timely to client
- Identify possible critical situations and manage through appropriate solution
- Raise issues in the Complaint Management Tool (CMT) if required
- Manage contract change requests with appropriate IBM business areas
- Perform Root Cause Analysis where necessary on failed calls and feedback to clients in a timely manner and drive and corrective actions required
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