Technical Client Services Manager

About the position

Responsibilities:

Client Relationship Management

• Manage and grow overall client relationships, building strong rapport and trust
• Act as the primary point of contact for client communication and service oversight
• Ensure contract adherence and governance across all engagements
• Set expectations and consistently deliver high-quality results
• Introduce initiatives to improve client performance, revenue, and profitability
• Proactively monitor client environments and communicate issues before they escalate
• Resolve customer support issues effectively, exceeding client expectations

Strategic Responsibilities

• Partner with clients to understand business needs and anticipate future requirements
• Analyse data, reports, and industry insights to provide value-driven recommendations
• Identify risks and implement proactive mitigation strategies
• Stay current with industry best practices and emerging technologies
• Collaborate with internal teams to drive continuous improvement and innovation

Operational & Technical Responsibilities

• Monitor and support Email SaaS applications across multiple platforms
• Oversee project implementations through to completion, ensuring timely communication
• Interpret and manage KPIs, SLAs, and contractual deliverables
• Act as both client advocate internally and company representative externally
• Manage application administration, including user access, configuration, and reporting
• Troubleshoot email templates and campaign issues (HTML, JavaScript, Perl)
• Support change management workflows across multiple ticketing systems
• Work with version control systems to manage updates and changes
• Assist with DNS configurations and email authentication protocols

Skills:

Technical Skills

Minimum 2+ years' experience with case management tools (Salesforce, Jira preferred)
Experience delivering customer support within a SaaS environment
Strong understanding of web applications and SaaS platforms
Knowledge of email technologies and standards, including:DMARC, DKIM, SPF, BIMI, TLS
Basic understanding of DNS and networking concepts
Experience with:Email template troubleshooting (HTML, JavaScript, Perl)
Version control systems (Git, Subversion)
Unix/Linux environments (basic bash command line usage)
Application administration experience (user management, reporting, configuration)

Professional Skills

• Strong communication skills with excellent command of English
• Proven ability to manage complex client issues and escalations
• Strong analytical and problem-solving abilities
• Ability to manage multiple tasks across changing priorities
• High attention to detail and organisational skills
• Ability to work independently and collaboratively in a team environment
• Customer-first mindset with a focus on service excellence

Physical Demands

• Prolonged periods of sitting and working at a computer
• Frequent use of hands and fingers for typing and mouse operation
• Ability to focus on screens for extended periods
• Regular communication via phone, video, and written channels
• Visual requirements include close vision, colour vision, and ability to adjust focus

Working Hours: 14:00pm to 22:00pm

Please note that this position is fully remote.

Desired Skills:

• Emal SaaS applications
• Day-to-day communications
• Communication skills
• Problem solving
• Fast-paced environment
• Intergrity
• Accountability
• Professionalism
• Client relationships
• Work collaboratively
• Interpret market research
• KPI's
• SLA's
• Innovative thinking
• Salesforce
• JIRA
• Project management
• Computer proficiency
• Web application
• Troubleshooting
• HTML
• Perl
• Javascript
• DMARC
• DKIM
• SPF
• BIMI
• TLS
• DNS
• Software revision control
• Unix administration experience

About The Employer:

We are seeking a highly skilled and client-focused Technical Client Services Manager to manage and support customers using our Email SaaS applications.

In this role, you will engage with clients across the full lifecycle - from project initiation and implementation through to ongoing support, monitoring, and optimisation of their applications across multiple SaaS platforms.

You will serve as the primary client interface, ensuring seamless communication, proactive issue resolution, and high-quality service delivery. The role also involves collaborating with internal technical teams to address complex issues and maintain system performance.

This position requires a positive, proactive mindset, excellent communication skills, strong technical aptitude, and the ability to operate effectively in a fast-paced, multi-client environment.