Customer Experience and Service Ops Manager/Sr. Customer Service

The Client Success Manager is responsible for leading and overseeing the customer support function to ensure exceptional service delivery and customer satisfaction. This role manages support teams, optimizes processes, and implements strategies that enhance the overall customer experience while aligning with organizational goals.  Responsibilities: Foster and maintain strong customer relationships to drive long-term satisfaction, retention, and success Serve as the primary point of contact for customers, ensuring alignment on goals, expectations, and service delivery Oversee outsourced on-site service delivery, including quotation development, Statement of Work (SOW) definition, and scheduling coordination; ensure seamless communication between customers and service providers Partner with Sales to support the development and positioning of service offerings that align with customer needs and business objectives Review and analyze bidding documents and customer agreements to ensure scope clarity and successful execution Manage Professional Services projects from initiation through completion, ensuring delivery is on time, within scope, and meets customer expectations Develop and provide pricing for services offerings in collaboration with internal stakeholders Monitor, analyze, and report on customer satisfaction metrics; identify trends and drive continuous improvement initiatives Proactively identify risks and address customer concerns with urgency to ensure a positive customer experience Implement and optimize customer success processes, tools, and reporting to improve efficiency and scalability College educated with 3+ years experience working directly with customers. Strong interpersonal skills to develop relationships with customers and colleagues Customer-focused and results driven Excellent verbal and written communication skills Problem solving skills to resolve customer issues in a professional and timely manner Ability to manage multiple priorities in a fast-paced environment Strong organizational and project management skills Conflict resolution and de-escalation expertise Reviewing and analyzing Contracts (NDAs, Customer and Vendor) a plus Experience in AI and high tech industry, computer servers and/or OEM manufacturing a plus