Client Care Manager

• The Client Care Manager builds and maintains strong client relationships, drives customer
• success, and supports strategic growth across assigned accounts. Acting as the primary
• client contact, the Manager delivers value throughout the customer lifecycle while
• coordinating with internal teams to ensure exceptional service and alignment with client
• goals.

Direct Client Support

• Demonstrate expertise in Customer Success best practices and stay current on

industry trends.

• Proactively manage a portfolio of clients to ensure consistent value delivery.
• Build trusted relationships with client stakeholders and serve as their primary

contact.

• Educate clients on TLC tools and services; collaborate internally to maximize

adoption and value.

• Mentor Client Care Coordinators and support their development.
• Respond to non-technical client inquiries (e.g., licensing, quotes, service scope).
• Manage service and sales-related requests with clear, timely communication.

Client Solutions Enablement

• Partner with the Sales team to address quotes and inquiries.
• Own client communication to ensure timely, accurate responses.
• Conduct portfolio reviews to identify opportunities and risks; prepare insights for

TBRs and strategic planning.

Strategic Account Planning

• Develop and deliver Strategic Account Plans (SAPs) outlining growth opportunities,

client goals, and long-term strategies. Technical Team Support

• Maintain accurate documentation in ITG and Autotask; identify areas for

improvement.

• Partner with Operations to standardize SOPs and knowledge base content.
• Assist in resolving aging tickets by coordinating with clients and technicians.
• Distribute Pod workload to maintain balance and efficiency.
• Track and resolve recurring client issues; identify patterns and recommend process

improvements.

Qualifications

• Proven experience in account management, customer success, or related fields.
• Strong communication and relationship-building abilities.
• Data analysis skills with the ability to provide strategic recommendations.
• Familiarity with business technology solutions and industry best practices.
• Proficiency with Autotask, ITG, and CRM systems.
• Product Owner certification or training (CSPO, PSPO, or PMI-ACP)
• Experience with data literacy: adoption metrics, retention indicators, cohort/portfolio reporting
• Familiarity with compliance-sensitive software environments
• Experience facilitating multi-stakeholder alignment sessions