Customer Experience and Service Ops Manager/Sr. Customer Service

Client Success ManagerThe Client Success Manager is responsible for leading and overseeing the customer support function to ensure exceptional service delivery and customer satisfaction. This role manages support teams, optimizes processes, and implements strategies that enhance the overall customer experience while aligning with organizational goals.Responsibilities:Foster and maintain strong customer relationships to drive long-term satisfaction, retention, and successServe as the primary point of contact for customers, ensuring alignment on goals, expectations, and service deliveryOversee outsourced on-site service delivery, including quotation development, Statement of Work (SOW) definition, and scheduling coordination; ensure seamless communication between customers and service providersPartner with Sales to support the development and positioning of service offerings that align with customer needs and business objectivesReview and analyze bidding documents and customer agreements to ensure scope clarity and successful executionManage Professional Services projects from initiation through completion, ensuring delivery is on time, within scope, and meets customer expectationsDevelop and provide pricing for services offerings in collaboration with internal stakeholdersMonitor, analyze, and report on customer satisfaction metrics; identify trends and drive continuous improvement initiativesProactively identify risks and address customer concerns with urgency to ensure a positive customer experienceImplement and optimize customer success processes, tools, and reporting to improve efficiency and scalability