Manager - Client Services

Manager, Client Services
Bangalore, India
 

The Opportunity:

Anthology offers the largest EdTech ecosystem on a global scale, supporting over 150 million users in 80 countries. Our mission is to provide dynamic, data-informed experiences to the global education community so that learners and educators can achieve their goals.

We believe in the power of a truly diverse and inclusive workforce. As we expand globally, we are committed to making diversity, inclusion, and belonging a foundational part of not only our hiring practices but who we are as a company.

For more information about Anthology and our career opportunities, please visit www.anthology.com.

The Client Services Manager is responsible for leading a team of application support professionals as well as managing/sponsoring strategic Anthology customers. The Client Services Manager oversees daily components of team operations including employee growth and mentoring, incident handling and resolution, effective and timely customer communication, key performance metrics, department goals and objectives, and customer delight. This position works closely with our Professional Services, Product Development, Cloud, Product Management, and Customer Experience teams located in the U.S. and India, ensuring the highest level of customer satisfaction is delivered.

Serving as a key escalation point for team members and internal and external customers, the Client Services Manager must be professional, self-starting, and strive for consistent results.

Primary responsibilities will include:

• Driving customer delight in the services provided to Anthology customers by all team members
• Promoting an environment of employee/team/department engagement and satisfaction
• Managing, sponsoring, and building ongoing strategic customer relationships
• Communicating with Anthology customers on critical product updates and release information
• Communicating effectively at all levels within an organization, including the C-suite
• Developing and maintaining departmental methods and standard operating procedures
• Monitoring and reporting on team productivity and quality for all incidents and requests
• Escalating and managing issues submitted to Development teams in the U.S. and India
• Hiring and training new team members, which requires coordination with global leaders in the U.S. and India
• Conducting regular meetings with team members, individually and as a team, to review escalations and on-going issues, client concerns, and business topics
• Conducting employee reviews and establishing measurable goals to be attained monthly, quarterly, and annually
• Preparing and presenting Client Services department information to internal and external audiences

The Candidate:

Required skills/qualifications:

• Bachelor’s degree in a related field of study
• At least 5 years of experience in application and enterprise software support team management/supervision
• Experience with Microsoft applications and tools
• Effective communicator – written and oral, for varied constituent groups. Ability to listen and make fact-based, accurate decisions
• Demonstrated excellent follow-through on activities and assignments; requires minimal supervision and can provide updates and reports without additional assistance or direction
• Excellent organizational skills
• Strong problem-solving and decision-making skills
• Ability to thrive in an interrupt-driven environment
• Ability to work extra hours as needed including after-hours meetings and managing non-standard work shift to accommodate extended support operations or to manage global projects

Preferred skills/qualifications:

• Knowledge of Microsoft Dynamics 365 

The Office:

We have an office in the Silicon Valley of India: Bangalore.

·          Located adjacent to Bangalore’s new metro system

·          Brand new office space boasts an open, modern vibe

·          Office space provides collaboration area for casual gatherings as well as office cabins for privacy when needed

·          Office has a tuck shop for quick snacks, free coffee, and vending machines

·          Habba committee and monthly employee engagement activities provide opportunities for fun and celebration at work

This job description is not designed to contain a comprehensive listing of activities, duties, or responsibilities that are required. Nothing in this job description restricts management's right to assign or reassign duties and responsibilities at any time.

Anthology is an equal employment opportunity/affirmative action employer and considers qualified applicants for employment without regard to race, gender, age, color, religion, national origin, marital status, disability, sexual orientation, gender identity/expression, protected military/veteran status, or any other legally protected factor.