Client Services Manager

Job Summary:

The Client Services Manager (CSM) serves as the primary point of contact for Hiring Managers, ensuring high levels of client satisfaction, program success, and adherence to service agreements. This role oversees the complete lifecycle of contractor requisitions, fosters relationships with internal and external stakeholders, and drives operational excellence through proactive problem-solving, strategic guidance, and a focus on continuous improvement.

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Key Responsibilities:

Daily Responsibilities:

Client Relationship Management:

• Serve as the primary liaison for Hiring Managers, addressing inquiries, concerns, and escalations promptly.
• Build and maintain strong client relationships to foster trust and program success.

Program Monitoring & Execution:

• Manage daily operations, including requisition processing, candidate reviews, and placements.
• Ensure every requisition is actively monitored daily, providing updates to Hiring Managers and vendors as needed.
• Review candidates, evaluate video prescreens, and create shortlists per established processes.
• Monitor key metrics (e.g., time-to-fill, shortlist hit rate, MSP notes) and address performance gaps.
• Collaborate with suppliers to deliver qualified candidates and maintain open communication on requisitions.
• Facilitate timely offer processes and ensure vendors receive updated communication.
• Keep cost savings and program efficiencies top of mind throughout all activities.

Compliance & Risk Management:

• Ensure all program activities comply with company policies and labor regulations.
• Review worker documentation and contracts to mitigate risks and maintain compliance.

Issue Resolution:

• Proactively resolve client escalations, managing expectations and escalating unresolved issues to senior leadership when necessary.

As Needed:

• Network with suppliers to build relationships, share program insights, and learn about their offerings.
• Attend networking events to expand knowledge and represent the company.

Qualifications:

• Proven experience in client services, account management, or a similar role.
• Strong communication, relationship-building, and problem-solving skills.
• Ability to analyze data, monitor metrics, and identify opportunities for improvement.
• Familiarity with compliance and risk management principles in workforce programs.
• Proactive and detail-oriented, with a commitment to delivering exceptional service.

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Why Join Us?

At Koncert, we are dedicated to fostering a collaborative, innovative, and results-driven environment. As a Client Services Manager, you will play a pivotal role in shaping the success of our clients’ workforce programs while driving impactful results.

Apply today to make a difference!