It Service Desk - Client Success Specialist

IT Service Desk - Client Success Specialist

Job Description

Operational Management:

· Oversee the day-to-day operations of the IT Service Desk, ensuring timely and effective resolution of client issues.

· Develop and implement Service Desk policies, procedures, and best practices to optimize efficiency.

· Monitor and analyze Service Desk performance metrics, identifying areas for improvement and implementing corrective actions.

· Implement training programs and initiatives based on identified areas of improvement to ensure continuous enhancement of service quality.

· Client Relationship Management:

· Build and maintain strong relationships with clients, ensuring their satisfaction with the IT support services provided, while letting the Account Manager own the relationship.

· Act as an internal point of escalation for complex Service Desk issues, ensuring resolution and client satisfaction.

Expectations

· Manages Client Outcomes

· You are responsible for overseeing and ensuring the overall success of client outcomes. This includes aligning campaign strategies with client goals, monitoring performance metrics, and implementing strategic adjustments to optimize results.

· In instances where specific processes require attention or improvements, you will be the point of contact for process escalations. Your role involves collaborating with the Service Desk managers to address any challenges, streamline workflows, and ensure that the service delivery process aligns seamlessly with client expectations.

· Participate in limited number of client meetings

· When Service Desk representation is required in a client meeting, we expect the IT Service Desk - Client Success Specialists to provide that representation. The expectation is that the Account Managers will lead the calls, with the IT Service Desk - Client Success Specialists providing supporting details. Our expectation is that these meetings will be limited to no more than 5 hours per Client/Account per week.

· Service Issues for assigned Client/Account(s)

· We expect the IT Service Desk - Client Success Specialists to manage new service issues for their assigned clients. Keeping up with tickets, and providing feedback to the agents, creating and updating knowledge to prevent failures in the future, and providing feedback to the Service Desk managers when there is an issue with the agent.

· Subject Matter Owner for assigned Client/Account(s)

· As the Subject Matter Owner, you will be responsible for managing the knowledge base associated with your assigned Client/Account(s). This includes curating and updating relevant information, ensuring accuracy, and making sure that the knowledge base aligns with the evolving needs of the Client/Account(s).

· You will take the lead in managing chat channels associated with your Client/Account(s). This involves overseeing communication flows, ensuring timely and accurate responses, and fostering a positive and engaging environment for both team members and clients.

· Training

· Develop and maintain a comprehensive training checklist for your Client/Account(s). This checklist will serve as a structured guide to ensure that team members receive thorough and relevant training, covering essential aspects of their roles.

· Create and curate training materials that align with the specific needs and goals of your Client/Account(s). This includes developing presentations, documentation, how-to videos, and any other resources necessary for effective training sessions.

· Provide direct instruction or oversee the training sessions within your Client/Account(s). This involves ensuring that the training agenda is followed, addressing questions or concerns, and gauging the overall effectiveness of the training.

· Interviews for positions pertinent to assigned Client/Account(s)

· You will actively participate in the interview process for candidates applying to join your Client/Account(s). Your insights and perspective will be invaluable in assessing candidates' suitability for the unique demands and dynamics of your Client/Account(s).

· MIM pertinent to assigned Client/Account(s)

· You will play a central role in coordinating and managing major incidents that may impact the operations of your Client/Account(s). This involves ensuring our MIM processes are followed, swift and effective decision-making, communication, and resolution to minimize the impact on our clients and team members.

· You are accountable for the MIM process for your assigned Client/Account(s). You do not need to ‘do’ the MIM work, but you should know who is and be confident that they will handle the work according to company policies.

· Process Improvements

· If you come across a situation where you believe there could be a more effective or efficient approach, please share your insights. Your firsthand experiences are incredibly valuable in identifying areas for improvement.

· There will occasionally be process improvement meetings where we explore challenges and explore solutions. You are expected to participate in these sessions and help us drive towards the decided goal.

Goals

· Meet ALL client SLAs

· Own knowledge for assigned Client/Account(s)

· New SD Techs effectively trained and retained

Assigned Duties

· Lead client/account specific trainings