**Introduction** At IBM, work is more than a job - it's a calling: To build. To design. To code. To consult. To think along with clients and sell. To make markets. To invent. To collaborate. Not just to do something better, but to attempt things you've never thought possible. Are you ready to lead in this new era of technology and solve some of the world's most challenging problems? If so, lets talk. The Client Management Team members are the main focal point for the customers that they are assigned to. They make sure that the clients receive exceptional service while the business sales goals are supported. They develop, implement and maintain client service strategies that will increase sales while providing a positive experience for all customers. The main areas of responsibilities for the Client Management organization are SLAs/KPIs management, customer satisfaction, inventory management and reviews. **Your role and responsibilities** We are looking for a dedicated and experienced Client Service Manager to join our team. The primary responsibility of this role is to ensure exceptional client service delivery by managing our client relationships, overseeing service operations, and driving continuous improvement in service quality. Key Responsibilities: * Client Relationship Management: Serve as the primary liaison between our clients and internal teams, fostering strong, long-lasting client relationships. * Service Queue Management: Monitor and manage key service queues, ensuring timely resolution and high satisfaction rates. * Vendor Management: Oversee vendor partnerships, particularly those related to purchase orders. This involves proactive management to ensure efficient operations and problem resolution. * Communication and Collaboration: Actively engage in channel communications for real-time issue tracking and resolution, specifically focusing on cancellations and entitlement matters. * Meeting Facilitation and Note-taking: Host and lead meetings, ensuring agendas are followed, discussions are productive, and comprehensive notes are drafted and distributed post-meeting. * Reporting and Data Analysis: Leverage data analytics tools to produce insightful reports, including daily backlog reports, daily call reports for backlog management, and audit ticket reports. These reports will inform, track performance, and drive continuous improvement. * Backlog and Audit Management: Ensure effective backlog and audit ticket management, driving down outstanding issues and maintaining high standards of compliance. * Additional Duties: Perform other related duties as assigned by management to support the ongoing needs of the organization and enhance client service. Note: This role would be supporting customers on US working hours with some flexibility. **Required technical and professional expertise** * Fluent English Proficiency: Must demonstrate strong command of English (C1 level or above). * Client-Facing Experience: Proven background in direct client engagement with a solid understanding of client management principles. * Excel and Reporting Proficiency: Advanced skills in Excel and experience in creating detailed reports and conducting data analysis. * Commitment to Growth: A strong, proactive attitude towards continuous learning and personal development is essential. * Exceptional Communication Skills: Must possess exceptional presentation, communication, interpersonal, and time management abilities. * Strong Problem-Solving Skills: Ability to make decisive, well-informed decisions, particularly in challenging situations. * Innovative Mindset: Open to voicing new ideas and actively contributing to their implementation. * Team Orientation: We welcome friendly, positive and proactive people. **Preferred technical and professional experience** * ITIL Certification