Position Overview
The Client Services Manager is responsible for cultivating and maintaining strong client relationships, ensuring seamless onboarding, and overseeing the delivery of high-quality services. This position requires demonstrated expertise in project management, stakeholder engagement, and process optimization to achieve client satisfaction, retention, and long-term growth.
Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

QUALIFICATIONS

• 3+ years Client Service experience
• 3+ years Project Management Experience
• Candidates for this role should be strong public speakers, excellent at building strong professional relationships, display a high degree of ownership, and possess a strong work ethic
• Dedication to delivering exceptional customer service experiences.
• Strong communication and interpersonal skills
• Proven ability to utilize Microsoft Office, and Outlook
• Excellent communication, organizational, and time management skills are also necessary. If you have a positive attitude, an eye for detail, and a desire to work in a demanding environment, then this position is a great fit for you
• Proven experience in similar role, preferably within a BPO or contact center environment
• Bachelor’s degree in business related field or relevant work experience plus certifications in lieu of degree.

WORK AUTHORIZATION/SECURITY CLEARANCE REQUIREMENTS

• Must be able to pass Federal background screening and/or state level criminal background screening.

• Will provide a seamless onboarding experience for new clients while leading the implementation process and coordinating with all departments in the organization for a smooth transition.
• Manage client implementations using Agile project management practices, creating, and maintaining master project schedules to ensure timely delivery and alignment with client expectations.
• Develop metrics for process improvement changes within client services.
• Develop and present client-facing slide decks, confidently speaking of the data and insights represented. Collaborate with internal departments to address follow-up questions or provide additional information beyond the scope of the presentation, ensuring comprehensive client support.
• Partner with Quality and Operations teams to collect and analyze customer base feedback, providing clients with targeted insights into how their programs, brand communications, and service strategies are perceived.
• Increased client satisfaction and service by reviewing various service delivery metrics and processes to drive process improvement changes.
• In all aspects of the position, the Client Service Manager must promote professionalism, have a positive attitude, and have an initiative-taking approach to their role.
• Ensure a high level of client satisfaction and retention by addressing concerns and resolving issues promptly.
• Provide regular status updates and check-ins with clients and senior management, including progress reports on ongoing projects, addressing feedback, and proactively identifying and resolving emerging issues.
• Manage and maintain accurate and up-to-date customer records and contracts.
• Assist with any technical updates the client requests after it is onboarded to ensure the project is successful.
• Work closely with internal departments to help resolve any client concerns, including IT and Finance
• Coordinate/create/reconcile reporting needs for clients and client oversight with IT.
• Develop operations guide with client requirements.
• Develop policies for internal processes surrounding our clients.
• Develop in-depth knowledge of client portfolios; regularly engage with clients.
• The ideal candidate will have excellent communication skills, a customer-centric mindset, and the ability to manage multiple clients while providing tailored solutions that meet their needs.
• Will be responsible for building and maintaining strong, long-lasting relationships with clients, ensuring their satisfaction, and optimizing their experience with our products and services and upsell where appropriate.
• Identify and support strategic opportunities to advance internal development by proactively bridging operational gaps within client environments—positioning our team as a trusted partner while encouraging clients to expand engagement with our services.
• Foster and maintain strategic client relationships through consistent engagement, including potential travel for on-site collaboration—to deepen trust, identify evolving needs, and drive continuous growth through expanded service offerings and contract extensions.
• This is a full-time position and requires the employee to report to the office and travel up to 10% of their time.