Nucleus Software

Manager

• Serve as the main point of contact for assigned clients and act as their advocate within Nucleus
• Lead client onboarding and ensure a seamless go-live experience
• Identify client needs and recommend solutions aligned with business goals
• Handle client requests, meetings, invoicing questions, and service escalations
• Drive adoption of Nucleus standards through Technology Scorecards, routine audits, and related initiatives
• Maintain knowledge of applicable technology products, services, hardware, and software
• Manage, coach, mentor, and provide performance feedback to a team of technicians
• Act as the technical escalation point and ensure timely resolution of client issues
• Monitor and report KPIs including ticket closures, CSAT, response and resolution times, and utilization
• Collaborate with internal departments to align service delivery with client expectations and standards
• Conduct one-on-ones, performance reviews, and employee development plans
• Lead service quality, standardization, and process-adherence initiatives
• Participate in cross-functional meetings concerning client experience, retention, and revenue generation
• Maintain documentation in ITGlue and ConnectWise
• Support continuous improvement through feedback, training, and collaboration
• Perform QA on support tickets and project documentation, providing feedback and coaching

Explore Service Experience Manager at Nucleus Software. Review requirements and application details.

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Service Experience Manager