Strategic Enterprise Client Service Manager

4 weeks ago

London, Greater London, United Kingdom Kantata Full time

Unlock Exceptional Client Experiences



Kantata is a leading provider of Professional Services Automation (PSA) software, empowering businesses to optimize resource planning and elevate operational performance.



We are seeking a highly motivated and experienced Strategic Enterprise Client Service Manager to support a portfolio of enterprise SX clients. As a key member of our team, you will be responsible for delivering exceptional service quality and operational performance aligned with program and delivery standards.



About the Opportunity


  • Manage a portfolio of enterprise-level clients, fostering strong relationships and ensuring their satisfaction with our SX product and support services.
  • Gain in-depth understanding of each client's business and SX product installations to identify specific service needs and opportunities for improvement.
  • Develop and implement comprehensive service plans aligned with client requirements and program/delivery standards.
  • Drive the adoption of proactive service and support mechanisms, like knowledge base articles and training programs, to minimize client downtime and support costs.
  • Act as a primary point of contact for clients, coordinating the resolution of service incidents and escalating technical issues when necessary.
  • Collaborate closely with internal teams, including sales and support, to ensure seamless client experience and identify opportunities for expanding our support services.
  • Analyze client feedback and proactively recommend improvements to our SX product and support offerings.
  • Stay up-to-date on industry trends and best practices in PSA and related technologies.


What You Bring to this Role


  • 5+ years of experience in a Technical Account Manager or client management role, preferably with a SaaS company.
  • Demonstrable experience with the Salesforce Platform including SOQL Querying, Master-detail object model, Profiles, Permissions, Visualforce page behavior, views and layouts.
  • Experience with Salesforce Apex Async job processing, Flows, Managed Package content namespacing, capturing Debug Logs is preferred and Apex code/scripting, Lightning Web Components, navigating governor limits and scalability is a big plus.
  • Understanding of modern web technologies and accessibility (client-server, DOM, REST API, HTML/CSS/Javascript and Saas/PaaS architecture).
  • Strong understanding of PSA concepts and the importance of service delivery in optimizing client success.
  • Excellent communication and interpersonal skills, both written and verbal.
  • Exceptional problem-solving and analytical skills, with the ability to identify root causes and develop effective solutions.
  • Experience in collaborating effectively with cross-functional teams, including sales, support, engineering and product management.
  • Strong sense of ownership and accountability for client satisfaction and service delivery success.
  • Willingness to travel occasionally to meet with customers, not expected to exceed 5%.
  • Candidate must be located in the Eastern US Timezone.
  • Flexibility for occasional meetings, availability, or duties outside of normal business hours.


Competitive Salary Range:$110,000 - $140,000 per annum.

This role offers a unique opportunity to join a dynamic and collaborative culture that values diversity, inclusion, and employee growth. If you are a motivated and experienced professional looking to make a meaningful impact, we encourage you to apply.

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