Client Services Manager - Remote Eligible

Client Services Manager

The Client Services Manager is responsible for leading and managing client services operations to ensure delivery of exceptional client experiences. This role provides day-to-day direction, oversight, and support to the client services team, ensuring operational efficiency, adherence to company standards, and alignment with organizational goals.

The Client Services Manager partners with cross-functional teams (Sales, Product, Development, Finance, and external vendors) to streamline processes, resolve client escalations, and identify opportunities to improve service delivery. This position is expected to exercise discretion and independent judgment in managing priorities, developing team performance, and implementing operational improvements.

Responsibilities/Essential Functions:

• Supervise, mentor, and develop client services team members, fostering a high-performance and client-centric culture, and supporting their professional growth and career development.
• Oversee daily client services operations, including client support, account maintenance, billing and account reconciliation inquiries, and equipment support.
• Monitor and analyze KPIs, reports, and dashboards to assess team performance, client satisfaction, and operational efficiency, and use findings to drive improvements and efficiencies across the team and wider organization.
• Collaborate with leadership to implement process improvements, streamline workflows, and support automation initiatives.
• Present on operational metrics, team performance, and initiatives to the senior leadership team.
• Act as an escalation point for complex client issues, owning resolution from start to finish.
• Proactively communicate findings, process and procedural updates to the team and wider organization, including providing both internal and external training as needed.
• Use metrics and data to analyze and report on client and service trends, and ensure the Client Services team are prepared and equipped to handle inbound inquiries as appropriate.
• Analyze recurring client and product-related issues using data and report findings to Product and Development teams, providing actionable recommendations for improvements.
• Partner with internal teams and external vendors to ensure smooth execution of client-related projects and initiatives.
• Support regulatory compliance and information security requirements in all client service processes.
• Provide monthly reporting to leadership on client services performance, trends, and risks, including presenting on senior leadership business review calls.
• Manage the Client Services day-to-day activities, including team scheduling, on-call coverage, overtime, and performance reviews as appropriate.

Environment/Conditions

• Remote, occasional on-site visits may be required.
• Monday to Friday. Core office hours (8-hour day). After-hours availability may be necessary
• Some travel necessary for team / client meetings