Client Services Manager
Client Services Manager
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Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
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.
Key Responsibilities
- 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 environmentspositioning 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 collaborationto 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.
Required Experience:
Manager
Employment Type
Full-Time
