Client Services Manager

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

📋 Description

• Engage in client meetings, including discussions related to escalations.

• Ensure the team is fulfilling client activities and proactively collaborates with Client Service Leads, Directors, and other internal teams regarding outstanding issues.

• Conduct daily reviews and analyses of client deliverables' performance.

• Guarantee the team meets or surpasses daily work volume and productivity benchmarks.

• Identify and report on trends or areas necessitating improvement.

• Provide operational performance reports to the client leadership team.

• Ensure quality assurance checks are implemented across team deliverables.

• Work alongside Directors, AVPs, and Client Services Leads on special initiatives.

• Serve as the point of escalation for client deliverables.

• Assess daily and weekly team capacity.

• Oversee the Team Queues within Clarizen and Client Desk.

• Participate in leading daily team stand-up meetings.

• Manage and nurture team members, including training and support.

• Assist in the transition of new clients from onboarding to ongoing resources.

• Accountable for the execution and delivery of the performance management and compensation process.

⛳️ Requirements

• 5-7 years of relevant industry experience or equivalent.

• At least 3 years of experience in team leadership or management.

• Proven experience in delegation, directing tasks, and leading change initiatives.

• Background in managing quality with a customer service focus.

• Strong fact-based management and leadership communication skills.

• Ability to drive results with a sense of urgency.

• Skills in team building, coaching, and developing others.

• Proficiency in workload prioritization and management across extensive projects and teams.

🏝️ Benefits

• Comprehensive benefits package.

• Quarterly bonus incentive plan.