Client Services Manager

Essential Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

• The Client Services Manager is responsible for maintaining healthy business relationships with clients, ensuring that operational teams provide the highest quality services for the clients, following their deliverables and business requirements
• 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.
• Develop metrics for process improvement changes.
• Is responsible for increasing 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 take a proactive 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
• This is a full-time position and requires the employee to report to the office and travel up to 10% of their time