Client Service Manager - Audio Visual Technology

Role: Client Services Manager

Contract Type: Full-time, Permanent

Location: New York City (hybrid working)

Salary: $100,000 - $110,000 (depending on experience), plus benefits including: health, vision/dental insurance; disability, vacation, sickness, 401K, commuter benefits & employee assistance program

Hours: 40 hours per week

Due to further growth of an exciting long-term contract with an international blue chip financial organisation, we now have a new opportunity for a proven Customer Success / Client Services Manager (CSM) to join our highly collaborative global team, to be the primary service owner and customer-facing leader, responsible for the overall performance, governance, and continuous improvement of managed services for this assigned customer.

This role ensures that all service commitments are met by maintaining ownership of SLA and KPI performance, coordinating cross-functional delivery teams, and proactively managing risk to service outcomes.

Operating at the intersection of customer engagement and operational delivery, the CSM provides leadership across the full-service lifecycle, ensuring that incidents, service requests, changes, and escalations are effectively prioritized, coordinated, and driven to resolution.

The role works closely with the Service Desk, TAM, and onsite teams to maintain service quality, protect SLA performance, and deliver a consistent and predictable service experience.

Key responsibilities:

Customer Relationship Management

• Serve as the primary customer liaison, maintaining open, transparent, and strategic communication at all levels
• Conduct regular customer touchpoints including weekly service calls, monthly service reviews, and quarterly QBRs/EBRs
• Develop strong customer relationships that drive satisfaction, retention, and long-term value realization
• Understand customer business objectives and align service delivery to support those outcomes
• Capture, analyze, and act on customer feedback through structured mechanisms

Service Delivery & Operational Control

• Own end-to-end service delivery for assigned accounts, ensuring all services meet contractual SLAs, KPIs, and performance expectations
• Monitor active incidents and service requests, identifying in-day SLA risks and initiating corrective actions to prevent breaches
• Coordinate prioritization and progression of incidents, service requests, and escalations
• Act as the operational escalation point for critical or high-impact service issues
• Ensure effective coordination of onsite dispatch activities, third-party support, and internal resources
• Maintain visibility into service backlog, ticket aging, and operational risks, driving actions to improve service performance

Incident, Problem & Change Management

• Oversee incident management processes, ensuring issues are prioritized appropriately
• Lead coordination of major incidents, including cross-functional response and customer communication
• Drive problem management activities, ensuring root cause analysis (RCA) is completed
• Govern change management processes, ensuring planned maintenance, upgrades, and changes are properly coordinated and communicated

Service Performance & Reporting

• Own SLA and KPI performance tracking, including daily monitoring, weekly review, and monthly reporting
• Produce and deliver monthly contractual service reports including performance metrics, trends, risks, and improvement actions
• Analyse service data to identify patterns, recurring issues, and opportunities for optimization

Governance, Compliance & Continuous Improvement

• Ensure all service activities comply with contractual obligations, ISO standards, ITIL practices, and internal governance frameworks
• Develop and manage Service Improvement Plans and Continuous Service Improvement
• Conduct regular reviews of service performance and implement corrective and preventive actions

Supplier & Third-Party Management

• Manage supplier and third-party performance against agreed SLAs and contractual obligations
• Coordinate supplier engagement during incidents, escalations, and planned service activities

Leadership & Team Coordination

• Provide leadership and direction across cross-functional delivery teams
• Ensure alignment of all teams toward service priorities, SLA performance, and customer expectations

Commercial Awareness & Business Growth

• Partner with Account Management and Sales to support renewals, expansions, and service growth opportunities
• Provide account insights, service performance data, and recommendations to support commercial decision-making
• Support development of Statements of Work and customer-specific service solutions

Skills and experience:

• Technical comprehension of audiovisual, unified communications, and collaboration platforms (Teams, Zoom, Webex)
• Experience in audiovisual (AV), UCC, or enterprise collaboration environments
• Experience with ITSM platforms (e.g., ServiceNow) and ITIL-based service management processes
• ITIL certification (V3 Foundation or ITIL 4) — strongly preferred
• Proven in Managed Services, Technical Services, Customer Success, Service Delivery, or Program Management
• Microsoft 365, PMP, or other relevant certifications are a plus.
• Strong leadership with a customer-centric mindset and a proven ability to influence Director/VP-level stakeholders
• Excellent communication, negotiation, and presentation skills — able to convey technical concepts in business terms
• Analytical mindset with the ability to interpret raw data and produce actionable customer-facing insights
• Deep understanding of service delivery KPIs, SLAs, and operational performance metrics
• Strong vendor and third-party supplier management experience

If you are selected for interview, and need any reasonable adjustments made for your interview, please let the Talent Acquisition team know, at the point of scheduling.

If you do require details of the vacancy or the application process in an alternative format, please email [email protected] outlining your requirements.

Equal Opportunities:

Kinly is committed to providing equal opportunities in employment, all qualified applicants will receive consideration for employment without regard to sex, age, gender identity, pregnancy, colour, race, national origin, sexual orientation, disability, religion or any other ‘protected characteristics. We welcome your application.