Client Services Manager
Emma highlights
This highlight was written by Emma’s AI. Ask Emma to edit it.
Full-time
USD75.4K - 100K/year
~COP150M - 200M/year
+ Equity
+ Bonuses
Posted about 3 years ago
Responsibilities
Friend MTS are content protection pioneers. Launched in 2006, we have engineered our way to provide industry leading, award winning content protection solutions. We proudly partner with some of the world's most notable broadcasters and global content owners ranging from television and movie producers to the world's most prestigious sports leagues and events operators.
Joining our incredible Client Services team, you will work closely with clients assigned to you as well as several internal stakeholders to ensure that they receive an exceptional service. This role is critical in building our relationship with our clients and maintaining the very highest standards.
Responsibilities:
- Be responsible for coordinating with clients and liaising with the Friend MTS Product, Engineering, Client Services and Operations Teams to ensure that services are delivered effectively
- Ensure that all aspects of a service are delivered at a high standard, and that SLA and KPI targets are met and, where possible, exceeded
- Effectively communicate with clients including senior stakeholders, both in managing ongoing operations and answering any questions or concerns
- Attend, and occasionally lead customer meetings, video and phone conference calls
- Liaise with customers directly to obtain their service requirements and ensure these are accurately configured in the Friend MTS Global Monitoring Platform
- Play a key role in the reporting data to the client, including tailoring such reporting to the needs and interests of the client
- Ensure customer requests are responded to and resolved in accordance with agreed service levels
- When necessary for the successful delivery of our services, supervise and monitor operational activities during live events
- Where require, communicate with third parties (e.g. technology vendors, social media representatives, etc.) on behalf of Friend MTS and our clients
- Identify service improvements and discuss these with Client Services and Engineering teams