The Client Care Manager builds and maintains strong client relationships, drives customer success, and supports strategic growth across assigned accounts. Acting as the primary client contact, the Manager delivers value throughout the customer lifecycle while coordinating with internal teams to ensure exceptional service and alignment with client goals.
Direct Client Support
• Demonstrate expertise in Customer Success best practices and stay current on industry trends.
• Proactively manage a portfolio of clients to ensure consistent value delivery.
• Build trusted relationships with client stakeholders and serve as their primary contact.
• Educate clients on TLC tools and services; collaborate internally to maximize adoption and value.
• Mentor Client Care Coordinators and support their development.
• Respond to technical client inquiries (e.g., licensing, quotes, service scope).
• Manage service and sales-related requests with clear, timely communication.
Client Solutions Enablement
• Partner with the Sales team to address quotes and inquiries.
• Own client communication to ensure timely, accurate responses.
• Conduct portfolio reviews to identify opportunities and risks; prepare insights for
TBRs and strategic planning.
Strategic Account Planning
• Develop and deliver Strategic Account Plans (SAPs) outlining growth opportunities, client goals, and long-term strategies. Technical Team Support
• Maintain accurate documentation in ITG and Autotask; identify areas for improvement.
• Partner with Operations to standardize SOPs and knowledge base content.
• Assist in resolving aging tickets by coordinating with clients and technicians.
• Distribute Pod workload to maintain balance and efficiency.
• Track and resolve recurring client issues; identify patterns and recommend process improvements.
Qualifications
• Proven experience in account management, customer success, or related fields.
• Strong communication and relationship-building abilities.
• Data analysis skills with the ability to provide strategic recommendations.
• Familiarity with business technology solutions and industry best practices.
• Proficiency with Autotask, ITG, and CRM systems.
Job details are sourced from the employer's original posting.
Open job postingAbout the company
TLC Solutions delivers, deploys and supports modern technology and IT services to businesses, schools, and government organizations. They offer complete managed service packages, helping clients choose computers and devices, build and manage servers, install and manage networks, and design, develop, and implement cloud solutions.