Job Description: Client Services Manager

Position Summary

The Client Services Manager is responsible for leading and overseeing the day-to-day operations of the client service team to ensure the highest levels of client satisfaction. This role serves as the primary point of contact for clients, working to maintain long-term relationships, address concerns, and ensure service delivery aligns with client expectations and company standards.

Key Responsibilities

Serve as the main liaison between the company and key client accounts.

Lead the client services team, including onboarding, training, mentoring, and performance management.

Monitor and maintain high levels of customer satisfaction by resolving issues promptly and professionally.

Develop, implement, and refine service processes and communication workflows.

Collaborate with sales, product, and operations teams to ensure seamless client experiences.

Analyze client needs and feedback to suggest improvements and upsell services.

Prepare client reports and presentations, detailing performance, progress, and opportunities.

Ensure contractual obligations and service-level agreements (SLAs) are consistently met or exceeded.

Answering phones.

Proven ability to manage multiple clients/projects with a strong customer service ethic.

Excellent communication, negotiation, and conflict-resolution skills.

Strong organizational and time-management abilities.

Proficiency in CRM systems and customer support software (e.g., Salesforce, HubSpot, Zendesk).

Work Conditions

Full-time, office-based or hybrid remote depending on company policy.

Help Manage After hours phone.

May involve occasional travel for key client meetings or conferences.