XTN-94DD599 | CLIENT SERVICES REPRESENTATIVE

The Client Services Representative is the operational owner and primary client-facing contact for the designated portfolio. The role unifies relationship management and service delivery in a single point of accountability: strengthening client relationships, protecting and renewing recurring revenue, ensuring consistent SLA-driven delivery, and executing low-complexity business-as-usual work directly.

The CSR partners closely with Account Executives on retention, renewal readiness, and expansion, and coordinates with Operations, the NOC, Service Desk, Billing, and Field Services on delivery quality and issue resolution. The result is a unified, high-quality client experience across the Designated portfolio.

REPORTING AND SCOPE

• Scope: VTG Designated portfolio (strategic and high-value accounts).
• Reports to: Sales Manager, with accountability to Sales leadership for renewal and expansion outcomes.
• Partners with: Account Executives, Operations Manager, NOC, Service Desk, Billing, and Field Services.

• Health Insurance/HMO
• Enjoy unlimited MadMax Coffee
• Diverse learning & growth opportunities
• Accessible Cloud HR platform (Sprout)
• Above standard leaves

CLIENT RELATIONSHIP AND REVENUE PROTECTION

• Serve as the primary client-facing contact for assigned Designated portfolio, ensuring a consistent, high-quality client experience.
• Partner with Account Executives on renewal planning, retention strategy, and Quarterly Business Review execution.
• Identify and qualify expansion opportunities aligned to evolving client needs, and hand them to Account Executives as warm, well-documented opportunities.
• Support onboarding, client training, and expectation alignment for new and expanding accounts.

SERVICE DELIVERY AND OPERATIONS

• Own day-to-day service delivery and operational support for assigned accounts.
• Monitor SLA performance, ticket trends, and risk indicators, and act proactively on early warning signs.
• Lead escalations and coordinate with the NOC, Service Desk, Billing, and Field Services to resolve service-impacting issues.
• Drive root-cause analysis and continuous-improvement initiatives to reduce recurring issues and escalation frequency.

BUSINESS-AS-USUAL EXECUTION

• Execute low-complexity BAU directly, including hardware, licensing, and SKU pricing requests.
• Maintain accurate client records, system access, and workflow documentation across the account lifecycle.

REPORTING AND COMMUNICATION

• Maintain CRM hygiene by logging interactions same day and keeping account data current.
• Deliver structured reporting on account health, risks, SLA trends, and revenue opportunities to Sales and Operations leadership.

OPERATING MODEL AND WORKFLOW

• Within the Designated portfolio operating model, Sales owns the commercial relationship, renewal accountability, and growth planning; Operations owns delivery quality, SLA adherence, and service execution; and the CSR owns the day-today client experience, operational communication, and issue management.
• Intake: CSR receives the request, validates severity, and assigns the operational path.
• Prioritize: CSR and Operations determine the appropriate action and response time.
• Deliver: Delivery teams execute aligned tasks while the CSR maintains client communication.
• Measure: CSR updates the CRM, captures SLA data, reports risk indicators, and flags trends.

ESCALATION PATH

• First: The CSR manages initial escalation and coordinates with Operations on service-impacting issues.
• Then: The Operations/Delivery Manager engages for technical, SLA, or systemic problems.
• Then: Sales engages for commercial, renewal, or relationship-impacting risks.

• Five or more years in client services, account management, or service delivery within an IT or managed-services environment.
• Working knowledge of SLAs, ITSM / ticketing workflows, and disciplined CRM practice.
• Strong cross-functional coordination across technical and commercial teams.
• Excellent written and verbal communication, with comfort in client-facing and executive settings.
• Ability to recognize commercial expansion signals and translate them into qualified opportunities.

Additional relevant knowledge or experience related to the above requirements will be considered an advantage.