Career Summary:

The Client Services Manager assumes responsibility for ensuring that clients receive assistance with the functional and technical aspects of products that have been deployed at their respective organizations. This individual ultimately works to create positive brand experiences for existing customers in order to support company expansion goals and reduce the possibility for churn and contraction.

The Client Services Manager will possess technical capabilities to allow for the triage of support issues and establish escalation procedures to development and subject matter expert resources across the wider Wilson Allen organization, and be responsible for establishing requirements of the turnover of implementation assets to the Client Services team, in order to ensure they are equipped to efficiently support clients. Additionally, this individual will manage and mentor direct reports that contribute to the overall product support role.

Responsibilities:

  • Works with sales team to establish what is provided as part of maintenance and what is provided as part of support.
  • Works with the sales team to ensure service level agreements are established and met.
  • Where applicable, establishes support hand-off procedures from the Services delivery teams and custom service implementations.
  • Monitor, maintain and enhance the existing Microsoft Dynamics Support ticketing system and client portal.
  • Ensures customer requirements are met with consistently high quality of service.
  • Establishes protocols with clients and internal resources for the logging, monitoring, and communication of software and implementation issues.
  • Engages appropriate internal resources to resolve issues and update our customers on progress toward resolution, ensuring that each support issue and resolution is adequately documented.
  • Build and maintain client relationships, suggesting recommendations for enhancing their products, platforms and processes.
  • Ensures client environments are documented and access procedures established and verified.
  • Reviews software support logs; tracks performance and identifies trends, anomalies, and opportunities for improvement.
  • Collating customer feedback.
  • Acquires and maintains a high degree of business domain knowledge and best practices.
  • Manages and mentors direct reports that contribute to the overall product support role
  • Other duties as assigned.

Qualifications:

  • 3 to 5 years of experience managing a product support team.
  • Proficiency in SQL and Microsoft SQL Server expected.
  • 3 to 5 years of experience working with Intapp Intake, Experience, Conflicts, Risk and Time products.
  • Strong technical, logical, analytical, and problem-solving skills.
  • Knowledge of supporting on-prem and cloud-based solutions is key.
  • Ability to communicate effectively, verbally and in writing, with technical, business, and management staff.
  • Excellent interpersonal skills with the ability to develop cohesive working relationships with internal and external clients.
  • Strong time management and organizational skills.
  • Flexibility to adapt to change and willing to learn and develop new skill sets as applicable.
  • Experience managing and mentoring a team of support analysts.
  • First-hand knowledge of developing support procedures.

Experience working with practice management systems with an emphasis on legal accounting a big plus.

WILSON ALLEN OVERVIEW:

Wilson Allen’s team of highly respected business and technology experts provide professional services firms unprecedented software, strategic consulting, and technical expertise to strengthen business performance. Our specialized expertise enables our clients to use data and software more effectively so they can build stronger relationships, work more efficiently, and run more profitably.

By helping our clients align software and draw data from a wide array of systems, Wilson Allen can empower firms to manage the client life cycle more effectively — from business development and client acquisition to service delivery and operations as well as billing and collections. We work with organizations worldwide, enabling them to gain greater insight from their data and execute more effectively based on that insight.

Wilson Allen offers a generous healthcare package, paid time off and parental leave, retirement savings plans, life and disability coverage plus much more.  To learn more and apply, send your resume to careers@wilsonallen.com