POSITION TITLE: Client Services Manager, Part Time
LOCATION: Remote; You must be physically located in Illinois or Wisconsin; applications from other states will not be considered.
REPORTING TO: CEO
FLSA CLASSIFICATION: Non-Exempt (Hourly) 
JOB DESCRIPTION LAST UPDATED: Revised on 6/28/2024

Sarah Best Strategy helps companies shine in the digital space in the service of creating happier, healthier, and more inclusive communities. 
Position Summary: The Client Services Manager is responsible for overseeing client relationships, managing account teams, and ensuring the delivery of high-quality services to clients. This role is crucial in maintaining and growing client accounts while ensuring client satisfaction. The Client Services Manager will collaborate closely with internal teams and clients to achieve project goals and strategic objectives.
This is a part-time position expected to work 25 hours per week.
Essential Duties:

Client Relationship Management:

• Develop and nurture strong relationships with key clients, serving as their primary point of contact.
• Act as a liaison between the client and internal teams, facilitating effective communication and understanding of client requirements.
• Manage client feedback processes.

Account Management:

• Oversee multiple client accounts, ensuring that their needs and expectations are met or exceeded.
• Collaborate with clients to understand their goals and develop strategic plans to meet them.

Project Management:

• Supervise the execution of projects and campaigns, ensuring they align with client goals and expectations.
• Create and monitor project timelines, deliverables, and budgets to ensure successful project completion.

Team Leadership:

• Lead and mentor account teams, providing guidance, managing performance outcomes, and support in client interactions and project execution.
• Conduct regular team meetings to discuss project updates, challenges, and solutions.
• Participate in weekly team leadership meetings, reporting on department metrics and client headlines, serving as the liaison between the client management department and the leadership team.

• Address and resolve client issues or concerns promptly, managing service recovery processes, and maintaining a high level of client satisfaction.
• Identify opportunities for upselling or cross-selling services to existing clients.

Quality Assurance:

• Ensure the delivery of high-quality services or products to clients, meeting or exceeding agreed-upon standards.
• Implement best practices and continuous improvement processes to enhance service quality.

Qualifications:

Education:

• Bachelor’s degree in business, marketing, communications, or a related field.

Experience:

• 3 years of experience in client services, account management, or a related role.
• Proven track record in managing client relationships and delivering successful projects.

Skills:

• Strong leadership, team management, and interpersonal skills.
• Excellent communication and problem-solving abilities.
• Ability to think strategically and develop long-term plans to meet client objectives.
• Proficiency with CRM software (e.g., Salesforce, HubSpot, Zoho CRM), project management tools (e.g., Basecamp, Asana, Trello, Monday.com), and Microsoft Office Suite.
• Experience with financial software (e.g., QuickBooks, Bill, Xero) is a plus.

Work Environment / Physical Demands:

• Work is primarily performed in a remote office setting.
• Use of standard office equipment (computer, phone, printer/photocopier, etc.).
• Sitting for extended periods.
• Providing own laptop (both Mac and PCs are acceptable).
• Occasional travel within Madison for work-related meetings or events.

Job Summary