Client Services Manager

Job Description

NYCHA’s Business Client Services (BCS) seeks a motivated professional experienced in building and maintaining positive business relationships with senior stakeholders from within a large organization, to serve as a Client Service Manager (CSM) focusing primarily on promoting Resident Technology and Digital Equity Partnerships and supporting NYCHA’s Operations teams.

Reporting to the Director of Business Client Services, the Business Client Service Specialist for Resident Technology and Operations serves as a crucial liaison between NYCHA's IT department, operations teams, and resident communities. This role focuses on promoting digital equity partnerships, managing broadband initiatives, and supporting property management operations while ensuring technology solutions align with resident and organizational needs.

Responsibilities will include, but are not limited to the following:

Business Relationship and Customer Experience (CX) Management

- Build and maintain trusted advisor relationships with partner stakeholders such that IT activities and projects are closely aligned with the business departments' strategy.
- Serve as the IT single point of contact for assigned customer portfolio to provide guidance on new requests, escalation of major issues, and senior leadership engagement.
- Work with BCS Director and other CSMs in the BCS Team to build out client interaction models based on IT service management best practice processes and procedures and recommend improvements in other IT areas to focus service delivery on human-centered design and customer experience.
- Participate in regular client meetings to support IT service delivery. Deliver reports to Senior IT and non-IT stakeholders about client portfolio health as needed.
- Measure client satisfaction through appropriate key performance indicators, including, but not limited to, Voice of the Customer (VOC) and satisfaction (CSAT) surveys, Net Promoter Score (NPS), and Customer Effort Score (CES).
- Maximize user adoption of IT products and services, promoting their effective use while maintaining a streamlined customer/user experience.
- Support IT initiatives for NYCHA’s Resident Roundtable, attend meetings, and action follow-ups as needed.
- Manage existing on-site digital vendor relationships and operations.
- Foster relationships with technology partners and IT/public service-based programs to expand opportunities for residents.
- Oversee the effort to expand digital inclusion, managing relationships within NYCHA to create opportunities and connections to close the digital divide for NYCHA residents across the city.

Property Management Support

- As the CSM, support operations in deploying resident management software to coordinate technology-enabled relocation activities with other units, ensuring adherence to relocation guidelines and procedures.
- Support the use of property management software to develop and track complex custodial, maintenance, and property management tasks.
- Incorporate virtual meeting technologies to facilitate conversations with community groups, landlords, tenant associations, and government agencies.
- Support the creation of digital knowledge bases to document best practices and solutions for recurring property management challenges.
- Implement digital assessment tools to analyze and evaluate the economic feasibility of property repairs, capital improvements, and building upgrades.
- Serve as digital advisor for Property Managers when BAC vendors are onsite.
- Represent the organization in meetings with community groups, tenant associations, and government agencies.
- Utilize performance management dashboards.
- Utilize digital presentation tools and data visualizations.

Broadband Initiatives

- Coordinate with internal NYCHA stakeholders on broadband infrastructure management.
- Collaborate with City partners to establish clear parameters, reporting and accountability for expanding broadband initiatives.
- Collaborate with New York City’s Office of Technology & Innovation (OTI) to align long-term strategic goals for technology and broadband access for NYCHA residents.
- Monitor progress of on-going technology and broadband initiatives to identify areas for expansion and/or escalate instances of sub-par performance.
- Manage existing on-site digital vendor relationships and operations.
- Oversee efforts to expand digital inclusion, creating opportunities to close the digital divide for NYCHA residents.

Technical and Process Management

- Leverage ServiceNow or other IT Service Management systems and platforms to report on IT service utilization; use this data to anticipate IT services demand and increase the IT
Department’s responsiveness.
- Work with customers to develop business cases for thei