Manufacturing Client Services Manager

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

📋 Description

• The Client Services Manager (CSM) plays a crucial role in driving the company's growth strategy for designated clients.

• Provides daily account management assistance related to submissions and placements.

• For Managed Service Provider (MSP) accounts, collaborates with program managers to ensure adherence to account KPIs and scorecards.

• Oversees VMS tools and portals when applicable.

• Offers administrative support to both clients and consultants as required.

• Once talent is assigned to a client, the CSM takes charge of managing consultants, addressing any arising issues, advocating for assignment extensions and renewals, and ensuring exceptional customer service throughout the engagement lifecycle.

• Success in this position is evaluated based on client retention, growth in account headcount, increase in gross margin, and satisfaction levels of clients and consultants.

• Qualifies incoming job requests, including participation in job intake calls.

• Responsible for job entry into Bullhorn.

• Acts as the primary point of contact for clients, as permitted.

• Provides consultative assistance to clients regarding the submission and interview processes.

• Conducts quality reviews of all candidate submissions prior to sending to clients.

• Monitors submission activity against active requisitions.

• Evaluates, approves, and processes candidates for client submission, ensuring consistency and efficiency.

• Audits and reviews email and Candidately candidate submissions.

• Coordinates and manages interview scheduling between clients and candidates.

• Oversees interview debrief coordination.

• Manages the offer process, including confirming placement details with clients, MSP partners, and candidates.

• Supports working consultants throughout their assignments.

• Assists with timecard issues as they arise.

• Confirms assignment end dates.

• Manages assignment extensions and renewals.

• Completes Quality Calls with Talent (QCTs) and processes placement change requests.

• Provides ongoing support for consultants and resolves issues as they occur.

• Identifies opportunities to enhance client relationships and generate leads from existing talent, when appropriate.

• Ensures quality delivery in line with client expectations and MSP scorecards.

• Consistently meets or surpasses KPI targets.

• Embodies Onward's core values both internally and externally.

⛳️ Requirements

• A minimum of 2 years of experience as a Client Services Manager, Account Executive, Account Manager, Delivery Manager, or a similar client-facing position in a staffing agency environment.

• Experience supporting accounts in manufacturing, engineering, technology, creative, professional services, or industrial staffing.

• Proven experience in managing both MSP/VMS and direct-to-client (D2C) accounts.

• Demonstrated ability to handle a high-volume requisition workload, typically managing 30–75 active job orders concurrently.

• Familiarity with VMS platforms and staffing technologies, with proficiency in systems such as Bullhorn, Candidately, and major VMS portals.

• Track record of success in meeting client SLAs, KPIs, and performance scorecards.

• Strong skills in client relationship management and consultative communication.

• Ability to prioritize competing tasks in a fast-paced, metrics-driven setting.

• Experience collaborating with recruiters, clients, MSP partners, and internal stakeholders to achieve hiring objectives.

• Ability to act with urgency and efficiency across communication tools.

• Understanding of VMS/MSP tools and processes is essential.

• A bachelor's degree is preferred.

🏝️ Benefits

• Comprehensive benefits package along with paid time off (PTO).

• 401k plan.

• Bonus opportunities based on performance.