Client Services Manager

This is a fully remote position, open to applicants in Utah.

📋 Description

• Directly oversee, mentor, and foster the growth of a team comprising Account Executives and Junior Account Executives.

• Conduct weekly one-on-one meetings focused on KPIs, competencies, client challenges, and developmental objectives.

• Facilitate Client Services team meetings, providing updates, assigning priorities, and defining scheduled tasks.

• Ensure AEs are accountable for department KPIs and competencies; document performance and collaborate with HR on corrective measures.

• Analyze Voice of the Client survey results and guide AEs on areas with low scores.

• Engage in the hiring process for AEs and Junior AEs using a structured interview framework.

• Oversee the onboarding of new hires and competency-based reviews during the 90-day probation period.

• Manage a portfolio of high-value client accounts as the primary contact.

• Conduct pre-drive and post-drive meetings for designated accounts.

• Process client contract renewals at least 90 days prior to expiration.

• Provide support for new-client launches, including program setup, internal coordination, and readiness for go-live.

• Assist the VP of Operations in negotiating work agreements, quotes, and client contracts.

• Proactively identify account risks to safeguard client retention.

• Spot upsell and cross-sell opportunities for products and services.

• Implement the Client Services Escalation Policy and act as the primary escalation point for AEs.

• Address escalated client issues and escalate them to the VP of Operations when necessary.

• Ensure adherence to ticket SLA policies and verify that JIRA tickets meet target SLAs.

• Maintain Client Services Workday Protocol, which includes response time standards, PTO coverage, and on-call expectations.

• Supervise the resolution of pledge errors, cross pledges, overcharges, and related billing or data issues.

• Collaborate with Quality Assurance and Call Center Operations on service-related issues.

• Produce weekly and quarterly reports and generate client reports as needed.

• Record client meetings and notes in FunnelMaker.

• Document and uphold department procedures and processes.

• Attend industry and trade events, both onsite and virtually, as required.

⛳️ Requirements

• High School Diploma or Bachelor’s degree (B.A./B.S.) in a relevant field or equivalent experience.

• A minimum of [3+] years in Account Executive or account management roles, preferably within a call center or BPO environment.

• At least [2+] years of experience in a supervisory or management role, encompassing coaching, performance documentation, and accountability for direct reports.

• Proven track record of managing a portfolio of client accounts, with a focus on renewals and client retention.

• Strong analytical abilities, capable of reading, interpreting, and acting on data effectively.

• Proficient in Microsoft Office Suite (Outlook, Excel, Word, Teams).

• Competent in managing competing priorities, multiple projects, and deadlines while maintaining strong attention to detail.

• Ability to collaborate effectively with individuals at all levels within client and internal organizations.

• Sound judgment and the capacity to make timely, informed decisions under pressure.

• Experience in DRTV or public media fundraising is preferred.

• Familiarity with JIRA or similar ticketing systems.

• Experience with CRM or meeting tracking tools such as FunnelMaker.

• Willingness to occasionally work evenings and weekends.

• Participation in a rotating on-call schedule is required.

• Applicants must not reside internationally or in CT, MA, DE, DC, NJ, NY, NV, ND, CA, CO, OR, RI, MD, MT, MN, ID, WY, WA, AK, HI, or PR.

🏝️ Benefits

• Remote Work – Eliminate commute time to the office.

• Laptop provided for work purposes.

• Headset provided for efficient communication.

• Monthly Internet Stipend to support connectivity.

• Comprehensive Medical/Vision and Dental Insurance.

• Flexible Spending Account / Health Savings Account options available.

• Personal Accident Insurance coverage.

• 401(k)/Roth plan with matching contributions.

• Tiered PTO based on length of service.

• Discounts & Life Services available through Optum EAP.

• Collaborative Team Environment – Work alongside a dedicated team striving for excellence, with an average tenure exceeding 6 years.