Frontline Managed Services

Manage client relationships, coordinate service delivery and issue resolution, promote technology adoption, and improve processes to enhance client satisfaction and retention. | Experience in client relationship management, strong communication and organizational skills, familiarity with CRM and ITSM tools, and a proactive, solution-focused mindset. | Welcome to Frontline Managed Services where innovation, technology, and efficiency converge to redefine the landscape of IT, Financial, and Administrative Managed Services for legal and professional service firms. As pioneers in the industry, we are driven by a relentless commitment to excellence. Join Our Team and Be a Catalyst for Change! We don't just follow industry standards; we set them. Our dynamic environment thrives on pushing boundaries and embracing challenges. We are more than a workplace; we are a community of forward-thinkers dedicated to shaping the future. Position Overview As a Client Experience Manager, youll be the trusted voice of our clients, ensuring our service delivery consistently exceeds expectations while building lasting, high-value relationships. Your work directly impacts client satisfaction, retention, and operational excellence in a fast-moving, tech-forward managed services environment. What Youll Do Client Advocacy & Relationship Management Serve as the primary relationship owner across a dynamic portfolio of client accounts. Build strong, trust-based relationships with client stakeholders through regular business reviews and solution-oriented discussions. Champion client needs internally, ensuring service consistency and satisfaction. Identify and escalate potential client risks or concerns to leadership with context and solutions. Maintain accurate client data in our CRM system to enable informed decision-making and personalized service. Issue Resolution & Communication Collaborate with internal teams to address client issues promptly and transparently. Act as a liaison between clients and technical teams, ensuring timely communication and resolution of service-related matters. Capture and share detailed meeting notes and updates via SharePoint, tracking client health, feedback, and action items. Service Delivery & Operational Insight Partner with teams across Implementation, Training, and Service Desk Operations to align on client goals and project milestones. Lead the creation and delivery of client-requested reports and analyses, using data trends to recommend enhancements. Coordinate cross-functional efforts to achieve deliverables and exceed client expectations. Process Improvement & Knowledge Management Identify opportunities to expand client service offerings and collaborate with Sales on strategic upselling. Promote internal knowledge-sharing through documentation, process mapping, and training. Work with clients to ensure accurate categorization within the ITSM platform and contribute firm-specific guidance to internal knowledge bases. Technology Enablement & Efficiency Promote adoption of ServiceNow tools, such as the Self-Service Portal and Helpdesk features, to enhance user experience. Identify opportunities for automation, efficiency, and improved service through technology. Facilitate client demos of ITSM features to support client engagement and success. Team Communication & Reporting Share regular updates with leadership on client account health, opportunities, and trends. Distribute clear summaries from client and project meetings. Participate actively in team meetings to contribute insights and foster a collaborative environment. Success Looks Like Increased client satisfaction and retention Reduced issue escalation and resolution times Growth in client service adoption and engagement with ServiceNow Enhanced team collaboration through streamlined documentation and communication Qualifications: Experience managing client relationships in a high-touch, service-oriented environment (MSP or technology industry experience is a plus) Excellent interpersonal, written, and verbal communication skills Strong organizational and project coordination abilities Familiarity with CRM systems and ITSM tools (e.g., ServiceNow) A proactive, solution-focused mindset with a passion for client success Not Sure You Meet Every Requirement? We know that great candidates may not match every qualification listed. If youre excited about the role and believe you could be a strong fit, we encourage you to apply. We value potential and a growth mindset as much as experience. Work Style & Flexibility This is a remote-first position with occasional, planned travel to client sites. We prioritize flexibility and autonomy, trusting our team to manage their work in ways that support both professional outcomes and personal wellbeing. Who You Are You care deeply about clients and have a knack for solving problems with empathy and clarity. Whether you're coordinating across teams or diving into data to spot trends, you operate with ownership, collaboration, and a drive to make things better. Join Us At Frontline Managed Services, we celebrate different backgrounds, experiences, and perspectives. We are committed to building a team that reflects the clients and communities we serve. We are an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.

Manage a team of Directors of Technologists to deliver IT consulting, strategy, client service, and ensure service delivery and customer satisfaction for legal and professional service clients. | 5+ years account management or customer service experience supporting US IT clients, excellent communication skills, ability to work independently, and a bachelor's degree. | Welcome to Frontline Managed Services® – where innovation, technology, and efficiency converge to redefine the landscape of IT, Financial, and Administrative Managed Services for legal and professional service firms. As pioneers in the industry, we are driven by a relentless commitment to excellence. Join Our Team and Be a Catalyst for Change! We don't just follow industry standards; we set them. Our dynamic environment thrives on pushing boundaries and embracing challenges. We are more than a workplace; we are a community of forward-thinkers dedicated to shaping the future. Position Overview The Client Services Manager is responsible for managing a team of Directors of Technologists. This role has a thorough and demonstratable technical understanding of Legal Applications, Infrastructure, Networking, Business Continuity, Security, Cloud Services, and Office 365. This position is responsible for ensuring the Directors of Technology are effectively servicing our clients by evangelizing, designing, proposing and demonstrating the business value to customers. This is a results-oriented position that thrives in autonomy while being a productive team member. Fully Remote Compensation Range $85,000-90,000 USD What You’ll Do • IT consulting, strategy and roadmap generation repeatable strategies. • Ensure QBR service reviews are scheduled by the team and delivered as expected. • Identify problematic areas and implement strategic solutions in a timely manner. • Provide guidance, support, and resolve conflict within the team. • Responsible for IT Roadmap deliverable. • Ensuring repeatable processes are enabled for technical proposals “scopes”. • delivered no later than 10 business days. • Managing the deliverables of the DOTs. • Responsible for CSAT, NPS management and campaigns. • Knowledge of gross margin, asset, standard and alignment, major incident response and MSA management. • Guides the talent identification and development processes for their team. • Works in alignment with the service, NOC, and technical managers to ensure SLO compliance. • Manages Frontline MITS customer and customer relationships as the point of contact for greater enablement and platform integration purposes. • Participate in weekly, monthly, quarterly and yearly service reviews with the service delivery manager. What You Bring • 5 years’ Account Management or customer service experience supporting US clients, preferably IT-related business to business • Bachelor's degree (BA or BS) from accredited college or university • Excellent communication and interpersonal skills with the ability to gain the trust of clients • Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions. • Excellent judgment and discretion; ability to handle multiple priorities simultaneously, meet deadlines, and handle work-related stress is required. • Friendly, courteous, service-oriented, professional, outgoing, and customer service oriented. • Must be able to work independently and productively with minimum supervision. • Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions; works well in group problem solving situations; uses reason even when dealing with emotional topics. • Communicates changes and progress; completes projects on time and budget. • Team player with a "can do" attitude that can work in a fast-paced environment. • Ability to establish and maintain professional atmosphere for employees, clients and customers • Ability to coordinate with other staff, and interact with other departments professionally. • Possesses self-motivation and assertiveness to achieve goals and be successful Not Sure You Meet Every Requirement? We know that great candidates may not match every qualification listed. If you’re excited about the role and believe you could be a strong fit, we encourage you to apply. We value potential and a growth mindset as much as experience. Join Us At Frontline Managed Services, we celebrate different backgrounds, experiences, and perspectives. We are committed to building a team that reflects the clients and communities we serve. “We are an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.”