Client Services Manager
PR Newswire - Denver, CO

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At UBM plc, we invite you to be part of an organization that is committed to building a diverse and inclusive culture and to being a responsible, sustainable business. UBM is proud to be an equal opportunity workplace and an affirmative action employer.

Client Services Manager is responsible for managing all customer service and implementation operations and the team that executes implementation, support and training for the Web Engagement Group. Develops and implements processes and procedures for customer service group operations. Liaise as needed with Product Development and Implementation teams to ensure product consistency. Works with Sales teams to manage project scope and ensure client satisfaction. Manages implementation projects for high impact clients and projects.
• Actively manages and counsels direct reports, including onboarding, monitoring of workload, job performance and growth opportunities

• Define and manage work assignments for team

• Resolve team and customer conflict in a fair and consistent manner

• Effectively manage escalation of service delivery and product issues

• Manage contractor resources and budget including timesheet monitoring

• Create and continuously improve group support and implementation processes

• Manage upkeep of training documentation (Hub)

• Manage upkeep of Product Support Center

• Lead status meetings with support and implementation teams

• Participate in and lead client facing meetings with sales and support

• Participate in product development and product management meetings to identify product opportunities and define priorities

• Provide support on the web-based application and handle issues escalated from Client Services Team

• Implement projects for high impact clients using project management tools and skills

• Builds relationships with clients and other organizational areas, managing expectations with timely communication on a daily basis

• Quality assurance of implemented websites

• Troubleshoot customer reported problems and manage with technical team to resolution

• Continuously review and work with Manager of Implementation to improve implementation processes

• Assist Sales as necessary to help develop custom scope and timeline projects

• Management of billing issues

• Implement retention program in coordination with Sales team

• Reports to Director of Operations to determine additional tasks, responsibilities, and special projects


• Positive Attitude - you are a passionate, resourceful and productive achiever that your team and colleagues respect

• Priority Setting - you define clear action steps and manage expectations of others

• Creative Thinking & Problem Solving - you recognize the relevancy of your ideas to the big picture, demonstrate original thinking and make an impact on your team

• Dependability - you are self-motivated to deliver the highest quality work, on time and budget and are able to inspire and enforce this in your team

• Leadership Ability - you take initiative, motivate others and assume accountability for your actions

• Communication - you use organized, constructive communication to facilitate great work

• Bachelors Degree

• 5-7 years of experience in Customer Service, Project Management and/or Technical Support of web-based content management system

• Minimum 2 years of supervisory experience

• Previous experience in training delivery

• Ability to learn new technologies and to visualize their applications and benefits to diverse customer base

• Ability to take customer issues and requirements and effectively communicate to technical developers

• Self-motivated and works independently with a keen enthusiasm for and demonstrable understanding of the Web industry and technologies

• Ability to prioritize and manage multiple issues/projects at one time and communicate status and resolution effectively and in a timely manner. Must be very comfortable multi-tasking.

• Highly skilled in verbal and written communication and comfortable interacting with people at all levels of client organizations

• Strong proficiency in Microsoft Office applications

• Basic Understanding of HTML, CSS a plus.

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PR Newswire
PR Newswire is the premier global provider of multimedia platforms that provides end-to-end solutions to produce, optimize and target content to all their key audiences. Contact
Phone: +1 201 360 6000

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Corporate communication is the language this company speaks. PR Newswire Association is a leading distributor of corporate news and public...