As our Client Service Manager, you will play a pivotal role in shaping our customer experience and driving client satisfaction. This leadership position requires a strategic thinker who can oversee client relationships while mentoring a high-performing service team. The Client Service Manager will serve as the bridge between our clients and internal departments, ensuring seamless service delivery and continuous improvement.
Key Responsibilities:
Client Relationship Leadership:
As Client Service Manager, you will:
- Act as the primary relationship owner for our portfolio of key accounts, developing deep understanding of each client's business objectives
- Proactively monitor client health indicators, intervening early to address potential concerns before they escalate
- Design and implement customized communication strategies for different client segments
- Facilitate quarterly business reviews that deliver measurable value to clients
Team Management & Development:
The Client Service Manager will lead by example by:
- Building and coaching a team of 5-10 client service professionals through regular 1:1s and group training sessions
- Establishing clear performance metrics and career development paths for team members
- Creating a culture of accountability and continuous learning within the service team
- Serving as escalation point for complex client issues requiring managerial intervention
Service Excellence & Process Improvement:
In this role, the Client Service Manager will:
- Analyze service metrics to identify trends and opportunities for operational improvements
- Develop and document standardized processes for common client scenarios and escalations
- Collaborate with Product and Operations teams to enhance service delivery capabilities
- Implement client feedback mechanisms and translate insights into action plans
Strategic Account Growth:
The Client Service Manager contributes to business growth by:
- Identifying expansion opportunities within existing accounts in partnership with Sales
- Advocating for client needs in product development discussions
- Developing case studies and client success stories to support marketing efforts
Qualifications & Requirements:Experience:
- 5+ years in client-facing roles with 2+ years in team leadership
- Proven track record managing corporate or enterprise-level accounts
- Experience developing client success strategies and measuring outcomes
Skills & Competencies:
Our ideal Client Service Manager possesses:
- Exceptional emotional intelligence and conflict resolution abilities
- Strong business acumen with ability to understand client ROI
- Data-driven approach to decision making and performance management
- Outstanding presentation skills for executive-level communications
Performance Expectations:
The Client Service Manager will be evaluated on:
- Client retention and satisfaction metrics (NPS, CSAT)
- Team performance and development outcomes
- Contribution to service innovation and process improvements
- Identification and realization of account growth opportunities
Why This Role Matters:
As Client Service Manager, you'll have the opportunity to:
- Shape the client experience for our most important accounts
- Develop future leaders through hands-on team mentorship
- Influence company strategy through client insights
- Build a rewarding career in client success leadership
Next Steps:
Qualified candidates for the Client Service Manager position are invited to apply through our careers portal.
Job Type: Full-time
Pay: $80,300.00 - $95,500.00 per year
Benefits:
- Health insurance
- Paid time off
Work Location: In person
