Marcus Flowers
About Marcus Flowers
Marcus Flowers serves as the Client Experience Manager at Frontline Managed Services, where he has worked since 2016. He manages a significant portfolio and utilizes software tools to enhance client satisfaction and operational efficiency.
Work at Frontline Managed Services
Marcus Flowers has served as Client Experience Manager at Frontline Managed Services since 2016. In this role, he oversees the daily operations of multiple teams, ensuring efficiency and productivity. He manages a portfolio that generates over 15 million dollars in annual revenue, primarily from more than 30 law firms. Marcus conducts quarterly performance reviews with clients to ensure that contracted service levels are consistently met. He utilizes SAP Business Objects software to deliver customized reports and evaluate key performance indicators (KPIs). Additionally, he coordinates and manages several short-term projects, acting as a liaison between enterprises to foster long-standing business relationships.
Education and Expertise
Marcus Flowers studied at Georgia State University from 1997 to 2000, where he completed his education. Prior to that, he attended the Georgia Institute of Technology from 1994 to 1996, focusing on Computer Science. His educational background has equipped him with the necessary skills to excel in his current role. He trains clients on the utilization of ITSM platforms, including Service Now and a proprietary ITSM platform, showcasing his expertise in technology and client management.
Professional Background
Before his current position, Marcus Flowers worked at Frontline Managed Services as a Service Desk Analyst from 2015 to 2016. His earlier experience includes roles at Allconnect as a Home Services Consultant/Sales from 2013 to 2015 and at The Sandberg Law Firm as a Client Consultant/Sales Supervisor/Legal Assistant from 2008 to 2013. He also served as a Men’s Group Facilitator/Public Educator at Men Stopping Violence from 2004 to 2007. This diverse professional background has contributed to his comprehensive understanding of client relations and service management.
Key Responsibilities and Functions
In his role as Client Experience Manager, Marcus Flowers performs weekly analysis of performance and metrics for various firms. He provides invaluable insights to executives regarding processes or changes that can enhance the client experience. His responsibilities include overseeing the productive operations of multiple teams and ensuring that the services provided align with client expectations. Marcus's ability to manage a significant portfolio and deliver customized reports demonstrates his focus on client satisfaction and operational excellence.