{"id":3677178,"url":"https://alion.io/job/kmc-solutions-client-services-representative","title":"CLIENT SERVICES REPRESENTATIVE","company":{"id":2968,"name":"KMC Solutions","domain":"kmc.solutions","url":"https://alion.io/company/kmc-solutions","size_band":"5000+","is_staffing_agency":false,"employer_type":"staffing","is_intermediary":false,"listed_via":null,"ats_vendor":"Career sitemap","truth_index":{"grade":"A","score":86,"open_postings":49,"ghost_share":0,"stale_share":0.571,"repost_share":0,"time_to_fill_p50_days":46,"computed_at":"2026-11-05T05:54:30Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"senior","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"inferred","locations":[],"countries":[],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"ITSM","optional":false},{"name":"Service Desk","optional":false}],"status":"live","first_seen_at":"2026-11-03T10:01:35Z","employer_posted_date":"2026-11-03","last_verified_at":"2026-11-05T08:08:16Z","board_verified":true,"closed_at":null,"days_open":1,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":1},"description":"CLIENT SERVICES REPRESENTATIVE\nWork From HomeCustomer Service SupportPosted Nov 03\nMake your next big career move by applying as KMC Solutions’ next CLIENT SERVICES REPRESENTATIVE\nThe Client Services Representative is the operational owner and primary client-facing contact for the designated portfolio. The role unifies relationship management and service delivery in a single point of accountability: strengthening client relationships, protecting and renewing recurring revenue, ensuring consistent SLA-driven delivery, and executing low-complexity business-as-usual work directly.\nThe CSR partners closely with Account Executives on retention, renewal readiness, and expansion, and coordinates with Operations, the NOC, Service Desk, Billing, and Field Services on delivery quality and issue resolution. The result is a unified, high-quality client experience across the Designated portfolio.\nREPORTING AND SCOPE\nScope: VTG Designated portfolio (strategic and high-value accounts).\nReports to: Sales Manager, with accountability to Sales leadership for renewal and expansion outcomes.\nPartners with: Account Executives, Operations Manager, NOC, Service Desk, Billing, and Field Services.\nOn top of your salary, here are the exciting benefits you can look forward to:\nHealth Insurance/HMO\nEnjoy unlimited MadMax Coffee\nDiverse learning & growth opportunities\nAccessible Cloud HR platform (Sprout)\nAbove standard leaves\nThe main responsibilities of a CLIENT SERVICES REPRESENTATIVE include:\nCLIENT RELATIONSHIP AND REVENUE PROTECTION\nServe as the primary client-facing contact for assigned Designated portfolio, ensuring a consistent, high-quality client experience.\nPartner with Account Executives on renewal planning, retention strategy, and Quarterly Business Review execution.\nIdentify and qualify expansion opportunities aligned to evolving client needs, and hand them to Account Executives as warm, well-documented opportunities.\nSupport onboarding, client training, and expectation alignment for new and expanding accounts.\nSERVICE DELIVERY AND OPERATIONS\nOwn day-to-day service delivery and operational support for assigned accounts.\nMonitor SLA performance, ticket trends, and risk indicators, and act proactively on early warning signs.\nLead escalations and coordinate with the NOC, Service Desk, Billing, and Field Services to resolve service-impacting issues.\nDrive root-cause analysis and continuous-improvement initiatives to reduce recurring issues and escalation frequency.\nBUSINESS-AS-USUAL EXECUTION\nExecute low-complexity BAU directly, including hardware, licensing, and SKU pricing requests.\nMaintain accurate client records, system access, and workflow documentation across the account lifecycle.\nREPORTING AND COMMUNICATION\nMaintain CRM hygiene by logging interactions same day and keeping account data current.\nDeliver structured reporting on account health, risks, SLA trends, and revenue opportunities to Sales and Operations leadership.\nOPERATING MODEL AND WORKFLOW\nWithin the Designated portfolio operating model, Sales owns the commercial relationship, renewal accountability, and growth planning; Operations owns delivery quality, SLA adherence, and service execution; and the CSR owns the day-today client experience, operational communication, and issue management.\nIntake: CSR receives the request, validates severity, and assigns the operational path.\nPrioritize: CSR and Operations determine the appropriate action and response time.\nDeliver: Delivery teams execute aligned tasks while the CSR maintains client communication.\nMeasure: CSR updates the CRM, captures SLA data, reports risk indicators, and flags trends.\nESCALATION PATH\nFirst: The CSR manages initial escalation and coordinates with Operations on service-impacting issues.\nThen: The Operations/Delivery Manager engages for technical, SLA, or systemic problems.\nThen: Sales engages for commercial, renewal, or relationship-impacting risks.\nTo apply, you must be an expert on the following requirements:\nFive or more years in client services, account management, or service delivery within an IT or managed-services environment.\nWorking knowledge of SLAs, ITSM / ticketing workflows, and disciplined CRM practice.\nStrong cross-functional coordination across technical and commercial teams.\nExcellent written and verbal communication, with comfort in client-facing and executive settings.\nAbility to recognize commercial expansion signals and translate them into qualified opportunities.\nIt will also be favorable if you are knowledgeable in:\nAdditional relevant knowledge or experience related to the above requirements will be considered an advantage.\nCustomer Service Support\n Applying takes about a minute\nKnow someone for this?\nRefer them in a few clicks and track their progress from your referrals dashboard.","description_format":"text","description_chars":4812,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Growth opportunities","Health insurance"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Coworking & Shared Office","Employer of Record & PEO"],"lifecycle":[{"event":"open","at":"2026-11-03T11:36:30Z"}],"visa":[],"liveness":{"score":63,"band":"ok","label":"Likely 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