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Become A Client Support Manager

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Working As A Client Support Manager

  • Interacting With Computers
  • Getting Information
  • Making Decisions and Solving Problems
  • Updating and Using Relevant Knowledge
  • Communicating with Supervisors, Peers, or Subordinates
  • $48,620

    Average Salary

What Does A Client Support Manager Do At HCA, Hospital Corporation of America

* Directs and coordinates client service activities in conjunction with Operations, Strategic Account Executives, IT and other functional areas ensuring internal and external customer satisfaction.
* Coordinates, manages and facilitating tasks and projects as defined by internal and external clients.
* These objectives are achieved by performing the following duties personally or through subordinate employees.
* SUPERVISOR–Strategic Account Executive
* SUPERVISES– Client Support Hourly staff
* DUTIES INCLUDE BUT ARE NOT LIMITED TO:
* Plan and implement new and current customer initiatives.
* Establish department policies and procedures to ensure efficient and effective ongoing client services operations and support.
* Act as central point of contact and client services liaison for the Client Services department and its related activities and areas of support.
* Ensure effective communication occurs within Parallon and between Parallon and customers/clients.
* Oversee the establishment of reporting and compliance with contract requirements.
* Assist in monitoring programming and interface development, reviewing test results and verifying interfaces.
* Make certain that Key Performance Indicators (KPI’s), are established, maintained and reported upon as required.
* Identify performance trends, risks associated with future client business and opportunities for expanded services.
* Advocate for the client.
* This includes coordinating scheduled communication with client contacts, maintaining and reviewing the Electronic Client Folder(ECF), and preparing and distributing meeting minutes and requested/required reports.
* Manage difficult or emotional customer situations.
* Respond promptly to customer needs.
* Solicit customer feedback to improve service.
* Respond to requests for service and assistance.
* This may require extracting, synthesizing, and analyzing system data.
* Analyze and resolve escalated customer and/or technical issues/problems in a timely and effective manner.
* May act as an individual contributor or knowledge expert for the more complex or difficult issues/problems.
* Exercise judgment and act appropriately within defined regulations, client requirements, policies and procedures for properly handling issues/problems.
* Determine staff hours, number of personnel, and other requirements needed to achieve optimum levels of customer service.
* Interviews, hires and trains employees.
* Appraise performance, reward and discipline and address/resolve complaints.
* Prepare schedules for client services staff, assign personnel to specific tasks, projects and maintenance work as needed.
* Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Commits to long hours of work when necessary to reach goals; Completes tasks on time or notifies appropriate person with an alternate plan.
* Establish and maintain constructive working relationships with coworkers, supervisors, managers and executives, as well as external clients and other external business contacts.
* Adheres to and supports organizational IT&S standards, policies, and procedures.
* Adheres to Code of Conduct.
* Performs other duties as assigned.
* KNOWLEDGE

What Does A Client Support Manager Do At Sap

* Receive client inquiries via all access channels (Salesforce, Email, Phone) regarding product functionality or problems; research with the client to fully diagnose the issue then develop creative solutions and respond within established timelines.
* When appropriate provide consultative guidance to customers towards the resolution to their service issue.
* Act as a point of escalation to resolve complex issues and/or reassign cases to ensure rapid resolution to client issues.
* Troubleshoot and resolve intermediate to advanced issues, or determine resources required to resolve.
* Establish and report a set of metrics and dashboard that reports on accomplishments and forecasts outcomes.
* Routine maintenance, troubleshooting, and development.
* Proper escalation and routing of customer issues and requests.
* Communicating issues with IT and PD to resolve urgent or escalated issues when needed.
* Evaluating incoming and existing tasks and routing them to the appropriate team.
* Utilize various methods of retrieving logs and locating logs manually if needed.
* Effectively manage expectations that are set with customers.
* Maintain accurate, high-quality and timely documentation for all steps and activities undertaken in order to resolve client issues/questions.
* Routinely update the client, following SLA guidelines, on active issues to gain additional information or to advise of status.
* Interface with other Concur departments as necessary to resolve customer issues.
* Be aware of and comply with all corporate policies.
* Be able to be on-call during some holidays for emergency issues.
* Typical Tasks:
* Troubleshoot routines for errors and provide solutions or enhancements.
* Create and review database queries.
* Assist clients with account related issues.
* Communicate effectively with internal and external clients using various means of communication.
* Create or enhance written policies.
* Read and interpret log files and stack traces
* Regularly interface with other Concur departments to resolve customer issues and to develop and define processes.
* Provide training and mentoring coworkers and clients

What Does A Client Support Manager Do At M & T Bank

* Support the Relationship Manager with oversight of client relationships and serve as primary backup while out of office.
* Foster client relationships with help of Relationship Manager to enhance the client experience.
* Proactively work with our internal and external service partners; assess issues requiring immediate attention in a timely manner and work to resolve other issues through the normal course of business utilizing available resources.
* Provide and maintain appropriate levels of controls to minimize losses.
* Provide effective support of team members as requested.
* Maintain M&T internal control standards, including timely responses to internal and external audit, risk and compliance
* Participate in departmental projects and corporate initiatives
* Keep abreast of industry trends and understand regulatory items
* Have the ability to work on multiple tasks under limited supervision in a fast-paced environment
* Understand and adhere to Company’s risk and regulatory standards, policies and controls in accordance with internal procedures.
* Identify risk-related issues needing escalation to management.
* Assume additional responsibilities as requested

What Does A Client Support Manager Do At Harborone Bank

Work in conjunction with the VP TSG and AVP TSG to ensure customer service and division needs are met

What Does A Client Support Manager Do At DXC Technology

Provide top tier level support to the handheld/mobility devices in the enterprise, and their applications

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How To Become A Client Support Manager

Because of the wide range of skills used in different computer support jobs, there are many paths into the occupation. A bachelor’s degree is required for some computer support specialist positions, but an associate’s degree or postsecondary classes may be enough for others.

Education

Education requirements for computer support specialists vary. Computer user support specialist jobs require some computer knowledge, but not necessarily a postsecondary degree. Applicants who have taken some computer-related classes are often qualified. For computer network support specialists, many employers accept applicants with an associate’s degree, although some prefer applicants to have a bachelor’s degree.

Large software companies that provide support to business users who buy their products or services often require a bachelor’s degree. Positions that are more technical are likely to require a degree in a field such as computer science, engineering, or information science, but for others, the applicant’s field of study is less important.

To keep up with changes in technology, many computer support specialists continue their education throughout their careers.

Certification

Certification programs are generally offered by vendors or from vendor-neutral certification providers. Certification validates the knowledge of and best practices required by computer support specialists. Companies may require their computer support specialists to hold certifications in the products the companies use.

Advancement

Many computer support specialists advance to other information technology positions, such as network and computer systems administrators and software developers. Some become managers in the computer support services department. Some organizations provide paths for support specialists to move into other parts of the organization, such as sales. For more information, see the profiles on network and computer systems administrators and software developers.

Important Qualities

Customer-service skills. Computer support specialists must be patient and sympathetic. They must often help people who are frustrated with the software or hardware they are trying to use.

Listening skills. Support workers must be able to understand the problems that their customers are describing and know when to ask questions to clarify the situation.

Problem-solving skills. Support workers must identify both simple and complex computer problems, analyze them, and solve them.

Speaking skills. Support workers must describe the solutions to computer problems in a way that a nontechnical person can understand.

Writing skills. Strong writing skills are useful for preparing instructions and email responses for employees and customers, as well as real-time web chat interactions.

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Client Support Manager jobs

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Real Client Support Manager Salaries

Job Title Company Location Start Date Salary
Head of Client Support North America Ion Trading, Inc. New York, NY Jun 01, 2015 $150,000
Client Support Manager Towers Watson Delware Inc. Philadelphia, PA Apr 22, 2016 $140,000
Head of Client Support North America Ion Trading, Inc. New York, NY Jun 01, 2013 $135,000
Manager, Client Support Reval.Com New York, NY Nov 20, 2015 $116,813
Manager, Client Support Reval.Com, Inc. New York, NY Nov 02, 2016 $105,352
Manager, Client Support Reval.Com, Inc. New York, NY Apr 06, 2015 $105,352
Manager, Client Support Reval.Com, Inc. New York, NY Sep 08, 2015 $105,000
Manager, Client Support Reval.Com, Inc. New York, NY Sep 01, 2015 $105,000
Client Service & Support Manager (Assistant Direct Moody's Analytics San Francisco, CA Jan 05, 2013 $91,728 -
$95,400
Client Support Manager Intermarket Corp Miami, FL Feb 05, 2015 $90,376
Client Support Manager Advocate Powell, OH Dec 09, 2016 $82,000
Client Support Manager Intermarket Corp Miami, FL Sep 30, 2015 $66,000

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Top Skills for A Client Support Manager

ClientSupportDepartmentProceduresCustomerServiceFinancialComplianceHardwareCustomerSupportTechnicalSupportWebCustomerSatisfactionClientSatisfactionProjectManagementPayrollPCSalesforceWindowsClientBaseSLASuiteResource

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Top Client Support Manager Skills

  1. Client Support Department
  2. Procedures
  3. Customer Service
You can check out examples of real life uses of top skills on resumes here:
  • Created policy positions to enhance the client support department while working closely with both sales & operations teams.
  • Developed department procedures for handling day to day processes and establishing new accounts.
  • Devised and published metrics to measure the support group s success in delivering world class customer service.
  • Account Manager for worldwide leading financial clearing house and settlement organization.
  • Manage deposits and oversee expense process and to insure compliance with company travel policy.

Top Client Support Manager Employers

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Client Support Manager Videos

Aurea Client Support Manager

Lin Chen, Technical Account Manager - CareerMash Tech Career Profile

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