Senior Manager of Managed Services

Senior Manager of Managed Services 

Reports to COO 

The Senior Manager leads the team of Account Care Managers (ACMs) and supports enterprise clients who have a monthly agreement for assistance with their CCaaS platform. The Senior Manager of Managed Services is a strategic leader responsible for overseeing the Managed Services team and ensuring exceptional service delivery to enterprise clients using our SaaS platform.

This role focuses on customer success, operational excellence, revenue growth, and team leadership, ensuring clients maximize value from our solutions while maintaining strong relationships and long-term engagement. 

Team Leadership & Operations 

• Lead and develop a team of Account Care Managers (ACMs) to drive customer satisfaction and retention
• Conduct weekly 1:1 meetings to align goals, remove roadblocks, and foster a high-performing culture
• Oversee service escalations and complex issue resolution, ensuring a proactive approach to problem-solving
• Collaborate cross-functionally with Product, Implementation, Sales, and Finance to ensure seamless service delivery
• Monitor and enforce Key Performance Indicators (KPI’s) to maintain high standards of customer experience
• Follow up on open cases to ensure ACMs are providing regular updates and that they are being assigned/worked in a timely manner
• Establish and document best practices for customer onboarding, issue resolution, and continuous improvement 

Customer Success & Engagement 

• Act as a trusted advisor to key enterprise customers, understanding their needs and ensuring they leverage our platform effectively
• Develop and implement customer success strategies, driving adoption and usage of SaaS solutions
• Ensure regular business reviews and reporting to customers is being provided, demonstrating value and impact 

Revenue Growth & Sales Collaboration 

• Work closely with Sales to drive managed services revenue, including working directly with customers to upgrade their package
• Support pre-sales efforts by articulating the value of Managed Services to potential clients
• Ensure timely and accurate billing for managed services engagements, working with Finance on revenue recognition
• Foster relationships with partners to identify opportunities for collaboration and generate additional revenue stream 

Marketing 

• Develop and distribute a monthly customer newsletter to share updates, insights, and value-driven content
• Collaborate with Sales to create and maintain compelling collateral for the CCP program, ensuring materials remain up to date and aligned with business goals 

Finance 

• Ensure ACMs are proactively reviewing weekly hours to help them communicate potential overages to customers directly 
• Work with Finance to ensure monthly overages are accurately billed and accounted for 

Training 

• Develop and oversee a 30/60/90-day training program for new Managed Services team members
• Establish a career development framework to promote internal growth within the team
• Provide ongoing coaching, mentoring, and performance management to elevate team capabilities 

Account Management/Customer Support: 

• 50-55% of time working with assigned customers
• Remaining work taking 45-50% of time
• This position will work in PST time zone 

Key Skills & Competencies 

• Leadership & People Management
• Customer Success & Relationship Management
• SaaS Industry Expertise
• Sales & Revenue Growth Strategies
• Process Optimization & Continuous Improvement
• Data-Driven Decision Making
• Cross-Functional Collaboration
• Time Management & Prioritization 

Supervisory Responsibility 

• This role has direct supervisory responsibilities over the Managed Services team 

Work Environment 

• This is a remote-first role, requiring strong self-motivation and virtual team management skills
• Must have access to a reliable home office setup with a strong internet connection
• Occasional travel may be required for customer meetings, team events, or company gatherings 

Required Qualifications 

• 5+ years of experience in a leadership role within a SaaS or technology-driven managed services environment
• Deep understanding of customer success methodologies and best practices
• Experience working with enterprise clients and complex account management
• Proficiency in CRM and ITSM tools (e.g., Salesforce, Jira, ServiceNow, Zendesk)
• Strong analytical skills with experience using data to drive decision-making
• Excellent communication and presentation skills, with the ability to engage C-level stakeholders 

Other Duties: 

• Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for their job. Duties, responsibilities, and activities may change at any time with or without notice 

Required Equipment and Environment 

• A quiet, distraction-free working environment.
• A reliable cell phone.
• Effective tools (laptop/tablet or other handheld devices) for managing contacts and communications.
• A high-speed internet connection meeting these specifications:
  • Download: 20 Mbps or higher
  • Upload: 10 Mbps or higher
  • Latency: 50 ms or less 

Compensation and Benefits

• Compensation: $75k - $100k Annually
• Benefits:
  • Medical, dental, and vision coverage.
  • Retirement benefits with company match.
  • Sick time and personal paid time off.
  • Quarterly perfect attendance bonus.

All of these requirements will be verified in your interview.

Note: Some benefits are subject to eligibility requirements, including employment term and other factors.

About Us
Frontline Group is a W2 employer that does not hire independent contractors.

Compensation$75k - $100k Annually