Client Services Manager

 Radiant Systems, Inc. (www.radiantsystems.com) is a leader in providing innovative technology to the hospitality and retail industries. Offering unmatched reliability and ease of use, Radiant's hardware and software products have been deployed in over 85,000 sites across more than 100 countries. Radiant has approximately 1,300 employees worldwide, 325 certified sales and service partners and over 1800 field service representatives. Founded in 1985, the company is headquartered in Atlanta with regional offices throughout the United States as well as in Europe, Asia and Australia.GENERAL POSITION SUMMARY: The Client Services Manager (CSM) serves as the single point of contact for a designated group of clients on all client interactions for escalated support issues and is responsible for post-implementation client satisfaction.The position is in place to manage expectations with the Client, be proactive in issue trending and reporting such trending, be a direct point of contact for Client corporate contacts, assist in process management with Account Management (up to and including owning information repository capture and maintenance), assist with Client Centric Training, be a SME (Subject Matter Expert) in one or more areas of software or hardware used by assigned client(s), and act as an advocate on behalf of the client within Radiant Systems.The position is designed to have the CSM specifically focused on the clients assigned and areas that would affect the Clients sites ability to use Radiant Systems solutions effectively.

ESSENTIAL FUNCTIONS:Serve as a Customer AdvocateWorks with client to define and report on metrics that ensure service level agreements (SLA) are meet according to contractEnsures delivery of post-implementation support and issue resolution across all functional areasEnsures that quality services are delivered to clients throughout the life cycle of the client relationshipEnsures proper expectations are set with internal teams and clients on internal services policies and procedures; works cross-functionally to change policies and procedures as neededAct as liaison between Client, Account Management, and Support/Deployment for hardware fulfillment and order tracking and forecasting of new installationsWork with Data Management to ensure all sites are represented appropriately in call tracking utility and billing softwareManage client expectations on status of change request and serve as an additional technical resource for change request submissionMaintains ownership of the success of rollouts of hardware and software including software patches/updates to correct issuesDoes not directly manage personnel but will contribute to review process of othersREQUIRED EDUCATION  AND/OR EXPERIENCE: Bachelor's Degree or equivalent education/experience required.Two years experience in an account management, sales engineer, or management role within a technical support center environment or software/hardware focused business.Two years experience in the food service industry is preferred.A stable work history is required.Clear and concise verbal, written and presentation skills; proven facilitation, leadership and interpersonal skillsAbility to multi-task, high energy, strong sense of ownership, strong sense of urgency, ability to improvise, good problem-solving skills, ability to respond in a crisis, ability to rally a team, and proven leadership skillsRequires a level of business understanding necessary to service products, and integrates customer service, with the rest of the company as well as the ability to support sales by directly interfacing with current and prospective customers.Demonstrate strong attention to detail and highly developed organization and time management skillsMust be highly reliable and punctual.Requires general computer skills, proficiency in Microsoft Office products, base understanding of PC and network related hardware, and the ability to get quickly up to speed with proprietary applications and emerging technologyAble to perform all duties and responsibilities in a timely and effective manner in accordance with established company policies to achieve overall duties of the position. Demonstrated ability to maintain favorable working relationships with all other company employees to foster and promote a cooperative and harmonious working climate, which will be conducive to maximum employee morale, productivity and efficiency/effectiveness. Demonstrated ability to present, at all times, a favorable image of Radiant Systems to promote its aims and objectives as well as foster and enhance public recognition and acceptance of all in its areas of endeavor