Manager, Client Care

JOB PURPOSE

The Client Care Manager is responsible for ensuring a seamless customer experience across the NACX platform by managing customer onboarding, support, account management, and customer success activities. The role serves as the primary point of contact for AI compute consumers and providers, ensuring high levels of customer satisfaction, platform adoption, retention, and utilization. The Client Care Manager will work closely with sales, partnerships, operations, and technical teams to deliver exceptional customer service and drive long-term customer success.

DUTIES AND RESPONSIBILITIES

Customer Onboarding & Enablement

• Manage end-to-end onboarding of customers onto the NACX platform.
• Guide customers through platform registration, verification, procurement, and service activation processes.
• Conduct onboarding sessions, demonstrations, and user training.
• Develop customer guides, FAQs, and support materials.

Customer Support & Service Management

• Serve as the primary point of contact for customer inquiries and support requests.
• Manage and resolve customer issues, complaints, and escalations in a timely manner.
• Coordinate with platform management team to address service-related issues.
• Monitor service levels and ensure compliance with customer service standards.

Customer Success & Retention

• Proactively engage customers to maximize platform utilization and adoption.
• Monitor customer health and identify risks of churn or disengagement.
• Develop customer success plans and conduct regular account reviews.
• Identify opportunities for upselling, cross-selling, and service expansion.

Relationship Management

• Build and maintain strong relationships with customers.
• Gather customer feedback and advocate customer needs internally.
• Act as a trusted advisor to customers regarding AI compute solutions and platform services.

Service Quality & Continuous Improvement

• Monitor customer satisfaction and service performance metrics.
• Analyze customer feedback and identify improvement opportunities.
• Recommend enhancements to platform features, processes, and customer journeys.
• Support implementation of customer experience improvement initiatives.

Reporting & Governance

• Track customer service KPIs and prepare management reports.
• Maintain accurate customer records and service documentation.
• Ensure compliance with service governance, policies, and procedures.

QUALIFICATIONS

1. Minimum 7 years of working experience with at least 2 years of experience being team lead or is an experienced individual contributor who has sufficient experience and sound knowledge of particular field.
2. Minimum Degree holder in IT/Business/Marketing/Management or related fields.
3. Any licensing or certification on Client Management, Customer Service and Project Management would be consider as an advantage.
4. Ability to conceptualize ideas, formulate plans, strategies and implements the ideas to fulfill the desired outcome.
5. High logical thinking & problem-solving skills.
6. Excellent writing, communication & presentation skills.
7. Understanding of good domain knowledge of Digital Economy, AI, cloud computing, high-performance computing (HPC), GPUs, and data center ecosystems.

COMPETENCY REQUIRED

1. Communication: Excellent written and verbal communication skills for interacting with customers and stakeholders.
2. Strategic Thinking: Strong ability to analyze market trends as well as attain customers and stakeholders buy in.
3. Problem-Solving: Skilled in resolving customer issues and identifying solutions that benefit all.
4. Customer-Centric Mindset: Always focused on improving customers and stakeholders experiences and adding value.
5. Negotiation: Ability to handle difficult conversations and negotiate effectively with customers and stakeholders.