Overview
As a Client Solution Manager, you are responsible for ensuring that services are delivered smoothly, efficiently, and in accordance with customer expectations and agreements. You act as a central link between the customer, suppliers, and internal teams, focusing on building strong customer relationships, monitoring contracts and key performance indicators, and driving continuous improvements.
Main Responsibilities
• Customer Relationships and Communication
Act as the primary contact for the customer and lead regular meetings to ensure customer satisfaction and long-term relationships.
• Delivery and Process Management
Monitor the daily delivery of services, ensuring they are provided on time and with high quality according to agreed processes.
• Contract and KPI Monitoring
Follow up on service level agreements (SLAs) and key performance indicators (KPIs), analyze results, and deliver reports to internal and external stakeholders.
• Problem Solving and Improvement
Manage and resolve customer complaints and incidents, as well as identify and drive improvement initiatives to optimize delivery and customer experience.
• Resource and Project Management
Coordinate internal resources and teams, prioritize efforts, and lead projects related to customer needs and development.
• Cross-Functional Collaboration
Work closely with internal departments such as technology, sales, and support to ensure that services meet customer requirements.
• Understanding of Customer Business
Understand the customer's business model and strategic goals to provide relevant advice and contribute to the customer's success.
Requirements and Competencies
• Technical Understanding
Strong understanding of technical solutions and delivery models within IT and digital services.
• Leadership
Ability to lead, motivate, and coordinate teams towards common goals.
• Communication
Excellent skills in communicating clearly and building trusting relationships with both customers and colleagues.
• Business and Contract Understanding
Ability to interpret and manage commercial agreements as well as understand the business value of delivered services.
• Planning and Prioritization
Strong ability to plan, organize, and manage multiple parallel tasks and priorities.
• Problem-Solving Skills
Analytical and solution-oriented with the ability to identify root causes and drive improvements.