Client Services Manager - Audio Visual Technology

KinlyNew York, New York, United States

On-site Full-time $100K/yr - $110K/yr

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Experience Level

Manager

Qualifications

To succeed in this role, candidates should possess proven experience in client services or customer success management, particularly within the technology or audio-visual sectors. Strong communication and interpersonal skills are essential, alongside a deep understanding of customer business objectives and service delivery alignment. Candidates should be adept at risk management and possess the ability to lead cross-functional teams effectively.

About the job

Role: Client Services Manager

Contract Type: Full-time, Permanent

Location: New York City

Salary: $100,000 - $110,000 (based on experience), with a comprehensive benefits package including health, vision, and dental insurance; disability coverage, vacation and sick leave, 401K, commuter benefits, and an employee assistance program.

Hours: 40 hours per week

This is an exciting opportunity to join our dynamic global team at Kinly. As the Client Services Manager, you will play a pivotal role in overseeing the performance and continuous improvement of our managed services for a prestigious international financial organization. You will be the primary service owner and customer-facing leader, ensuring that all service commitments are met by managing SLAs and KPIs effectively.

Your responsibilities will include coordinating cross-functional teams, proactively identifying risks to service outcomes, and providing leadership throughout the entire service lifecycle, which encompasses incident management, service requests, changes, and escalations.

Collaboration is key in this role; you will work closely with our Service Desk, Technical Account Managers (TAM), and onsite teams to ensure consistent service quality and meet SLA performance targets, thereby delivering a predictable service experience.

Key Responsibilities:

Customer Relationship Management

Act as the primary liaison for customers, fostering open and strategic communication at all levels.
Facilitate regular customer interactions including weekly service calls, monthly reviews, and quarterly business reviews (QBRs/EBRs).
Build strong relationships with customers to enhance satisfaction, retention, and realization of long-term value.
Align service delivery with customer business objectives.
Collect, analyze, and respond to customer feedback through structured processes.

Service Delivery & Operational Control

About Kinly

Kinly is a global leader in providing audio-visual technology solutions, dedicated to enhancing communication and collaboration in the modern workplace. Our commitment to innovation and customer success drives our mission to deliver exceptional service and value to our clients.

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