Client Support Manager

Position Summary

The Client Support Manager is responsible for ensuring excellent day-to-day execution of IT support services for assigned clients. This role acts as the primary operational point of contact between clients, internal technical teams, and the Sales organization. The Client Support Manager ensures client issues are managed effectively, escalations are handled quickly, and service performance is communicated clearly to both the client and internal stakeholders.

This role is highly execution-focused, emphasizing responsiveness, communication, reporting, and service accountability while supporting client retention and identifying service-driven upsell opportunities.

Key Responsibilities

Client Support Execution

• Serve as the primary client-facing point of contact for service-related needs.
  
• Ensure client requests and support issues are properly documented, tracked, and resolved.
  
• Monitor open tickets and escalations to ensure timely follow-through.
  
• Coordinate with technical teams to ensure tasks are executed according to expectations and deadlines.
  
• Maintain ownership of client outcomes, ensuring nothing falls through the cracks.
  

Escalation & Issue Management

• Act as the first point of escalation for service issues and client dissatisfaction.
  
• Coordinate internal resources to resolve urgent or high-impact incidents.
  
• Communicate proactively with clients during outages or recurring issues.
  
• Track recurring issues and work with internal teams to identify root causes.
  

Client Communication & Service Reporting

• Provide regular service performance updates to clients (ticket trends, recurring issues, response times, etc.).
  
• Create and deliver monthly reporting summaries for assigned accounts.
  
• Assist Sales leadership with service insights that impact renewals and customer retention.
  
• Participate in client meetings as the support/service representative.
  

Sales Alignment & Account Support

• Partner with Account Executives and Sales leadership to support renewals and contract expansions.
  
• Identify patterns that may indicate opportunities for upgrades, additional services, or security improvements.
  
• Communicate client satisfaction risks early to Sales leadership.
  
• Support sales efforts by ensuring service performance supports contract value and customer confidence.
  

Process Follow-Through & Documentation

• Ensure client environment documentation is current and accurate.
  
• Coordinate follow-up tasks such as onboarding activities, system clean-up, and recurring maintenance deliverables.
  
• Maintain clear internal notes related to account expectations, known issues, and client preferences.
  
• Help improve internal workflows by documenting service gaps and recommending improvements.
  

Core Competencies

• Strong execution and follow-through
  
• High responsiveness and urgency
  
• Customer-first mindset
  
• Ability to translate technical issues into client-friendly communication
  
• Strong prioritization and time management
  
• Calm under pressure and strong escalation management
  
• Strong relationship-building skills
  

Success Metrics

• Client satisfaction scores (CSAT/NPS feedback)
  
• Ticket aging and follow-up consistency
  
• Escalation resolution time
  
• Renewal retention support (client health indicators)
  
• Service reporting completion and accuracy
  
• Reduction in recurring client issues through follow-through coordination
  

Work Environment

This role may require occasional after-hours availability for high-priority escalations and client-impacting incidents. The Client Support Manager must be comfortable working across technical and sales teams while maintaining professionalism and urgency.

Requirements

This role may require occasional after-hours availability for high-priority escalations and client-impacting incidents. The Client Support Manager must be comfortable working across technical and sales teams while maintaining professionalism and urgency.

Required Qualifications

• 3+ years of experience in IT support, managed services, or technical account coordination.
  
• Experience managing client communication in a service-based environment.
  
• Strong organizational and project coordination skills.
  
• Ability to manage multiple client priorities and deadlines simultaneously.
  
• Strong understanding of IT support concepts (help desk operations, troubleshooting lifecycle, escalation flow).
  
• Strong written and verbal communication skills.
  

Preferred Qualifications

• Experience working in an MSP (Managed Service Provider) environment.
  
• Familiarity with Microsoft 365, Azure, networking, and cybersecurity fundamentals.
  
• Experience with ticketing and PSA systems (ConnectWise, Autotask, ServiceNow, Jira Service Management, etc.).
  
• ITIL knowledge or certification.