Client Service Manager Job Description

A Client Service Manager keeps institutional clients satisfied by resolving issues and coordinating delivery. The seat usually sits above a servicing team. Because the work often touches licensed securities activity requiring Series 7 and 63 registration, and spans servicing hubs across several countries or offshore regions, the Manager is accountable for accuracy under strict service level agreements while escalating unresolved risk to operations, sales, and compliance leadership teams. Performance is judged less on individual tasks than on how reliably the client relationship holds up over time, especially when problems cross several internal teams and multiple time zones.

In this seat, the Client Service Manager owns the resolution of complex client inquiries and safeguards the renewal of servicing relationships across licensed institutional accounts. Working alongside operations, sales, and compliance partners, the manager coordinates an offshore servicing team and reports escalations to senior client executives when issues cannot be resolved directly.

Career Impact: Handling licensed securities servicing across busy international custody markets builds professional credentials and market credibility that carry weight throughout the financial services industry.

Business Impact: Faster resolution of escalated client issues protects account retention, limits revenue risk, and reduces the chance of costly service failures.

Growth Opportunity: Managing offshore or regional servicing teams builds the leadership track record needed to move into senior relationship or regional operations roles.

• Resolve escalated client inquiries and complex service issues across licensed accounts to protect ongoing relationships.
• Coach servicing staff on client handling techniques to strengthen skills and sustain consistent team performance.
• Monitor adherence to service level agreements and internal quality standards consistently across the servicing team daily.
• Coordinate onboarding of new institutional clients with operations, legal, and account management partners for smooth setup.
• Prepare periodic service reports summarizing account activity, escalations, and performance against agreed service targets.
• Partner with sales teams to identify cross-selling opportunities surfaced through ongoing client servicing interactions.
• Escalate unresolved risk and recurring service issues promptly to operational management for further action.
• Lead offshore or regional servicing staff, balancing workload and coverage across multiple office locations daily.

• Bachelor's degree in business, finance, or a related field, or equivalent professional work experience.
• 5 or more years of client service or relationship management experience gained within a regulated financial services environment.
• Strong verbal and written communication skills for engaging clients, colleagues, and senior internal stakeholders.
• Demonstrated ability to lead, coach, or direct a servicing team toward shared performance goals.
• Ability to manage multiple competing client priorities and consistently meet service level deadlines under pressure.
• Strong analytical and problem solving skills to investigate root causes and resolve complex service issues.
• Working knowledge of custody, banking, or asset servicing operations and their end to end business flows and controls.
• Comfort working across time zones and multiple offices to coordinate service delivery with distributed teams.

• Series 7 and 63 securities licensing, or eligibility to obtain it within the first few months of employment.
• Prior experience managing, coaching, or mentoring a team of client facing servicing staff.
• Exposure to cross functional project management spanning operations, sales, and compliance partner groups.
• Familiarity with international or offshore servicing structures supporting clients across several regions, countries, cultures, and time zones.

• Client escalation resolution time, measured in hours from issue receipt to close.
• Service level agreement adherence rate, tracked as a percentage across assigned accounts.
• Client account retention rate, reflecting how many serviced accounts renew each year.
• Onboarding cycle time for new institutional clients, measured in business days.
• Cross-sell referrals generated, counted as a number passed to sales partners each quarter.

• Base Salary Range: $70,000 to $95,000 per year, depending on region and firm size
• Bonus: Annual performance bonus typically 10 to 20% of base salary
• Equity: Rarely offered outside larger institutions; occasional restricted stock units for senior hires
• Health Benefits: Medical, dental, and vision coverage, often with partial employer premium contribution
• PTO: Typically 15 to 20 days annually, plus standard company holidays each year
• Common Perks: Tuition assistance, wellness programs, and hybrid or flexible scheduling options

Figures are estimates based on general US market benchmarks and may be outdated. Adjust based on location, company size, and seniority level.

Employment is contingent upon successful completion of a background check and, where applicable, a review of credit history. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, age, or any other characteristic protected under federal, state, or local law. Reasonable accommodation is available upon request for applicants and employees with disabilities. Candidates must be authorized to work in the United States without sponsorship.

The Client Service Manager delivers accurate, timely responses to client queries across international custody markets, overseeing servicing hubs in multiple regions. Reporting to senior operational management, the Client Service Manager guides global servicing teams and partners with account management and risk colleagues to meet client credit and service requirements.

Key Responsibilities

• Monitor query flow for international markets across the global servicing hub structure.
• Provide direction and feedback to global servicing teams to maintain response accuracy and service standards.
• Provide development opportunities to hub staff to strengthen servicing skills and client knowledge.
• Manage offshore staff across multiple offices through planning and review of key performance indicators.
• Escalate issues proactively to operational management, client executives, and sales areas.
• Ensure compliance with global standards for monitoring, replying to, and recording client queries.
• Partner closely with global window operations across the network.
• Provide first-level support for client requests.
• Prepare and manage client credit requirements for each settlement day with account management, risk, and credit teams.
• Manage service reviews and prepare weekly and monthly service reports for client reviews.
• Manage client take-on with the implementations team to ensure smooth onboarding.
• Manage relationships with internal teams to ensure information is exchanged appropriately.

Required Qualifications

• Tertiary qualifications in finance, commerce, or business, preferred but not essential.
• Strong background and experience in back office processes and client servicing.
• Working knowledge of international custody offerings across equities, fixed income, FX, asset servicing, and cash.
• Understanding of client onboarding requirements and implementation approach processes.
• Understanding of corporate action events and their impact on client accounts.
• Knowledge of SWIFT messaging systems.
• Strong communication skills and demonstrated experience in client service.
• Ability to comprehend difficult concepts and communicate them in a clear format.
• Strong interpersonal skills and the ability to work well with clients.
• Ability to prioritize work, meet deadlines, and work with minimal supervision.
• Willing to assist others and ability to give and receive direction.

Embedded within the retirement services client team, the Client Service Manager owns client retention by resolving escalated issues and executing a value-based retention strategy for 401(k) plan relationships. Working closely with the Senior Director and cross-functional task forces, the Client Service Manager presents new products, analyzes account value, and strengthens client relationships across the market.

Core Functions

• Function as a consultant and business partner to service teams, sales, and market leadership on client needs.
• Drive client retention by delivering the retirement services value proposition and executing an issue resolution strategy.
• Participate on task force and project teams focused on strengthening client relationships.
• Design and execute process and procedure improvements to meet established goals.
• Set and manage client expectations, identifying additional service opportunities and coordinating delivery of retirement products.
• Act as escalation point for complex client or advisor issues, coordinating internal stakeholders to resolve.
• Communicate consistently with clients and internal teams to enhance department effectiveness.
• Develop and implement best practices to enhance service delivery and product quality.
• Present new and optional products and services to the client base to support revenue goals.
• Conduct financial analyses of client relationships and share perspective on service value.

Qualifications & Experience

• Bachelor's degree or equivalent education and experience.
• ASPPA QKA, QPA, or CPC credential, preferred but not required.
• 5 or more years of service or relationship management experience in a fast-paced service environment.
• Successful business leadership experience within that time.
• Strong understanding of the 401(k) product and industry.
• Strong financial and business acumen for problem resolution and execution.
• Demonstrated ability to drive results through individual effort and influence without authority.
• Ability to act as liaison between clients and all levels of an organization.
• Ability to manage multiple priorities and deliver high-caliber results under pressure.
• Excellent verbal and written communication and presentation skills.
• Demonstrated ability to lead others through difficult situations.

Reporting to senior client service leadership, the Client Service Manager shapes onboarding and day-to-day servicing for institutional and retirement clients holding pooled funds and segregated mandates. Partnering with legal, compliance, and trading teams, the Client Service Manager resolves complex inquiries and safeguards contract renewals for each account.

Primary Duties

• Act as central point of contact for clients and their service providers, including custodians, trustees, and consultants.
• Own the onboarding process, including contract negotiation, account setup, and initial and subsequent funding.
• Ensure client-impacting regulatory and business change is communicated to clients and internal stakeholders.
• Partner with legal, compliance, and trading departments to coordinate on behalf of clients.
• Provide timely responses to client inquiries and resolve service problems.
• Respond to client auditors, consultants, and other third-party requests.
• Coordinate client cash flows and maintain accurate client records.
• Verify client eligibility for participation in fund vehicles and follow up on outstanding invoices.
• Prepare monthly, quarterly, and annual materials for client reporting, due diligence, and contract renewals.
• Communicate significant client issues internally and document them as appropriate.
• Participate in client-impacting business and regulatory-driven projects and initiatives.
• Recommend improvements to team training, infrastructure, and efficiency.

Skills & Qualifications

• Bachelor's degree required.
• Series 7 and 63 licenses preferred.
• 5 to 8 years of client service experience at an asset management firm, working with institutional and retirement clients.
• Strong comprehension of firm capabilities and services to deliver solutions supporting client goals.
• Ability to thrive in a highly regulated environment that demands full compliance with policies and procedures.
• Proficient in Salesforce and Microsoft software, including Outlook, Word, Excel, and PowerPoint.
• Strong client service skills, including responsiveness, issue resolution, and root cause analysis.
• Proficiency in navigating sophisticated client relationships and understanding client expectations.
• Strong interpersonal, relationship-building, and influencing skills.
• Excellent attention to detail and analytical skills with an interest in problem-solving.
• Solid planning, organizational, multitasking, and execution skills to meet deadlines.

Sitting at the intersection of client support and technical operations, the Client Service Manager builds consistent service quality across deposit, treasury, credit, and payment channels for a broad client base. Operating across multiple client channels, the Client Service Manager coaches team members, resolves complex technical issues, and reports findings to senior client contacts and internal management.

Duties

• Manage people and resources to meet or exceed network and skill-level service agreements across all channels.
• Provide oversight of work queues and daily tasks to ensure completion within established service levels.
• Coach team members to address performance concerns and support professional growth.
• Act as liaison between external clients and internal partners, including technology, implementation, and product teams.
• Document, triage, and communicate client issues and requests to relevant teams.
• Facilitate internal and external conference calls to resolve client concerns.
• Produce ad hoc reporting for clients and senior management.
• Support and manage off-hours emergency client requests and release activities as required.
• Identify process improvements and own execution in some instances.
• Investigate and solve complex technical problems, presenting findings and recommendations to management and clients.
• Work closely with senior client contacts to resolve technical issues.

Requirements

• Minimum BS degree, or equivalent work experience.
• 5 or more years of customer service experience, including 2 or more years of people management.
• 2 or more years of technical support experience.
• Extensive knowledge of deposit, treasury, credit, and payment products and related regulations, preferred.
• Effective analytical approach and complex problem-solving skills.
• Intermediate Microsoft Office and standard PC skills.
• Ability to quickly adapt and learn new products and technologies.
• Strong verbal and written communication skills, including the ability to translate technical information into simple terms.
• Effective time management and organizational skills to prioritize and handle multiple tasks under pressure.
• Able to build and maintain good working relationships with business partners across teams.
• Availability to work holidays and outside normal coverage hours as needed.

A key member of the banking servicing team, the Client Service Manager leads day-to-day processing activities and ensures escalated issues are resolved within regulatory requirements. Collaborating across operational, technology, and regional market teams, the Client Service Manager coaches staff, reviews controls, and drives strategic service initiatives.

Functions

• Manage day-to-day servicing and processing activities to ensure staff deliver a high level of service.
• Interface daily with banking teams to ensure escalated issues are addressed and client requirements are met.
• Coach staff and provide ongoing feedback, identifying training needs and development plans.
• Review processes regularly to improve efficiency while maintaining superior service quality.
• Contribute to and drive tactical and strategic initiatives.
• Establish effective working relationships with operational and technology partners to resolve ongoing issues.
• Review internal control and regulatory requirements to confirm effective controls are in place.
• Work closely with global and regional market managers to support business initiatives.

Experience & Qualifications

• Bachelor's or university degree, preferred.
• Series 7 and 63 licenses, or willingness to acquire within 120 days.
• 6 to 10 years of experience in banking or client service operations.
• Strong leadership skills, including ownership, decisiveness, and the ability to motivate people toward a common goal.
• Solid people management skills, including the ability to coach and motivate staff.

Consistent client satisfaction across a round-the-clock support operation depends on the Client Service Manager, who builds documentation, training, and escalation processes for a tiered software support team. Serving as the point of escalation for incidents, the Client Service Manager mentors support staff, tracks ticket metrics, and coordinates after-hours coverage to protect service levels.

Accountabilities

• Manage day-to-day activities of the support team, providing guidance and overall leadership.
• Organize and lead a 24x7x365 tier one through three software support organization.
• Manage prioritization between internal and external requests, planned work, and software incidents.
• Create documentation of support services based on each application's functionality.
• Develop training materials and provide remote or onsite client training.
• Manage the onboarding of new clients into the support organization.
• Implement a formal problem-solving and decision-making approach to handle issues.
• Monitor and review service levels to ensure client satisfaction.
• Track and report on metrics for tickets assigned to and handled by the team.
• Serve as a point of escalation for incidents, engaging appropriate resources for timely resolution.
• Lead and triage incidents and service requests, tracking progress toward delivery deadlines and service targets.
• Assign and monitor work to support team members, alternating after-hours hotline coverage.
• Mentor and grow team members, identifying skills needed to succeed and managing performance.

Technical Qualifications

• Experience leading technical teams to manage, develop, train, and mentor team members.
• Experience working in an agile software development environment.
• Skilled at troubleshooting, following through on issues, tasks, and research and analysis.
• Hands-on experience with various ticketing systems, including Jira.
• Ability to gather information and write clear incident reports.
• Excellent oral and written communication skills.
• Ability to take ownership of workstream tasks and deliver without supervision, seeking help when needed.
• Ability to adapt quickly to new environments and changing requirements.

As the Client Service Manager, this role takes full ownership of clients' transactional needs, coordinating transaction services and business development for smooth fulfilment. The transaction services team relies on this work to advise clients on trade practices, apply risk controls, and surface revenue opportunities for business development.

Activities

• Take full ownership of clients' transactional needs, coordinating between clients, transaction services, and business development for fulfilment.
• Advise clients on trade transactional practices and products.
• Interact with clients and their customers to collect payments and apply risk controls.
• Encourage client adoption of self-serve solutions to enable proactive service.
• Understand clients' transactional routines and identify potential revenue increases for business development to explore.

Position Requirements

• Experience in trade finance products and processes, along with client service, essential.
• High commitment to service excellence and client relationship management.
• Strong interpersonal, influencing, and communication skills.
• Strong relationship-building skills.
• Genuine commitment to a client-centered approach and to managing people well.

Client Service Manager leads the regional client services strategy, aligning workflows, policies, and omnichannel service standards across ecommerce and retail teams. Success in the position means growing client loyalty among VIP and high-value customers while guiding a team through seasonal shifts in demand and delivering consistent results against KPIs.

Operational Focus

• Lead and supervise the regional client services strategy, enhancing workflows, procedures, and policies for an omnichannel customer experience.
• Align with regional and global management on insights and provide regular feedback on customer service performance.
• Develop relationships with ecommerce, retail, and client engagement teams to foster client loyalty through cross-functional plans.
• Build a structured phone sales business to reach monthly and yearly targets.
• Design project work plans to meet changing needs, identifying resources and assigning responsibilities.
• Manage VIP and high-value client relationships to enhance the overall customer experience.
• Develop client engagement processes that support client acquisition and retention in key markets.
• Generate and review periodic reports on client services KPIs and customer buying behavior.
• Identify opportunities to improve performance through new technologies and vendor collaboration.
• Manage and monitor the department budget.
• Provide coaching and leadership for the team, motivating them to deliver a high level of service.
• Define individual team goals, identify training needs, and manage workforce planning and career development.
• Manage a team of varying size through seasonal fluctuations to meet service levels and optimize processes.
• Lead training sessions, evaluating their effectiveness and ensuring standards are reflected in performance management.

Knowledge, Skills & Abilities

• 5 or more years of leadership experience in a client services or retail and hospitality environment; luxury experience a plus.
• Strong business acumen and in-depth knowledge of the needs and expectations of luxury clients across multichannel experiences.
• Deep knowledge of omnichannel solutions in a retail environment, combined with the ability to handle complex situations.
• Mastery of animation techniques including briefings, training, and call monitoring.
• Proficient user of customer service platforms and web-based systems, with strong skills in Excel, PowerPoint, and Word.
• Demonstrated people management and coaching skills with the ability to lead and motivate a large team.
• Ability to achieve results through influence and problem-solving in difficult, high-pressure situations.
• Solid organizational and time management skills to multitask methodically and efficiently.
• Willingness to show initiative and generate ideas to improve the customer experience.
• Ability to build strong cross-functional relationships with peers and team management.
• Fluency in English and Japanese, with mastery of another language a plus.

The Client Service Manager oversees the scope, schedule, and cost of turbomachinery repair projects at the service center, from inspection through final documentation. Reporting within the service center leadership structure, the Client Service Manager interprets client specifications for shop personnel and monitors job costs against budget.

Key Deliverables

• Manage the scope, schedule, and cost of repair projects in execution at the service center.
• Create inspection reports and repair proposals for overhauling turbomachinery equipment.
• Review bills of materials and manufacturing drawings to compile replacement parts lists.
• Serve as the client's direct point of contact at the service center.
• Interpret customer maintenance and repair specifications for technical personnel.
• Review contractual terms and service specifications, supporting shop personnel in inspection and repair activities.
• Prepare and deliver project documentation and progress reports for internal and external customers.
• Monitor ongoing job costs closely to ensure adherence to budget.
• Support safety projects and initiatives within the service center.

Professional Experience

• Bachelor's degree in business or engineering, required.
• 3 or more years of experience with rotating or reciprocating equipment repairs, or quoting hours and resources for repair scopes.
• Experience managing the project life cycle and cost in a fast-changing environment.
• Experience working in an organization with a strong commitment to health, safety, and quality.
• Proficiency with Microsoft Word, Excel, PowerPoint, Project, and Outlook.
• Ability to interpret shop instructions and manufacturing drawings.
• Willing to learn, take constructive criticism, and accept suggestions for improvement.
• Strong work ethic, pursuing excellence and a high-quality standard.
• Willing to work occasional overtime to support client outages.

Embedded within the energy performance services team, the Client Service Manager develops account strategies and guarantees phase service plans for assigned building technology and HVAC accounts across the service area. Working closely with customers and internal service partners, the Client Service Manager reviews measurement and verification results, addresses underperformance, and pursues renewal, upgrade, and escalation opportunities for the portfolio.

Areas of Ownership

• Manage deliverables and customer experience for assigned service agreement accounts.
• Drive toward financial targets while maintaining outstanding customer satisfaction and retention.
• Present service phase deliverables to customers, including monitoring, measurement, verification, and performance assurance reporting.
• Maintain continuous customer communication through dashboards and in-person or virtual meetings.
• Ensure understanding of guarantee components, methodology, and contractual responsibilities during the service phase.
• Facilitate execution of contract amendments during the guarantee phase per established process.
• Develop service delivery plans with customers to define the service agreement scope of work.
• Participate in developing a master schedule to deliver service across all customers in the area.
• Drive successful financial performance for assigned accounts, including timely contract execution and achievement of revenue targets.
• Review monitoring and reporting outcomes to address underperformance and optimization opportunities.
• Lead quality assurance activities that support service agreement renewals.
• Develop account strategies to achieve customer business goals using the full service portfolio.
• Identify customer needs and recommend service agreement adds, upgrades, and escalations.

Education & Experience

• Associate degree from a two-year college or technical school, bachelor's degree preferred.
• Certified Energy Manager, Certified Measurement and Verification Professional, or other related energy certification, preferred.
• 5 or more years of experience in the building technology industry, preferred.
• Experience in demand-side energy services.
• Experience with engineering related to HVAC, building automation, fire alarm, or security systems.
• Working knowledge of International Performance Measurement and Verification Protocol and Federal Energy Management Program standards.
• Familiarity with ASHRAE Guideline 14.
• Proficient in Microsoft Office and other business software systems.
• Excellent organizational and interpersonal skills.
• Good verbal and written communication skills in English.
• Valid driver's license with a limited violation history.

Reporting within the Client Business team, the Client Service Manager develops resolutions to client queries for institutional clients, consultants, and third parties across the fund and segregated mandate business. Partnering with operations, legal, compliance, and investment teams, the Client Service Manager pursues automation opportunities and supports colleagues across regional locations.

Role Responsibilities

• Deliver a superior client experience by resolving inquiries for clients, consultants, and third parties through day-to-day query management.
• Provide timely and accurate front-line responses to clients regarding services offered.
• Own the overall client service experience in partnership with the client business throughout the client lifecycle.
• Drive client queries through to resolution, balancing needs with agreed time frames and client expectations.
• Seek operational improvements to enable automation of existing activities.
• Provide leadership within the team and support colleagues across regional locations to deliver strong client service.
• Support the operational processes for fund business and segregated mandates, seeking additional oversight responsibility over time.
• Gain knowledge through daily interactions with operations, legal and compliance, and investment professionals.

Background & Experience

• 5 or more years of experience in client service, relationship management, or middle or back office operations within global asset managers or servicing firms.
• Knowledge of the fixed income market and client servicing experience relevant to life insurers, preferred.
• Knowledge of offshore and onshore investment structures for institutional, pension, retail, and direct investors, preferred.
• Strong client service skills, including responsiveness, issue resolution, and root cause analysis.
• Excellent attention to detail and analytical skills with an aptitude for problem solving.
• Strong planning and organizational skills to manage and control competing priorities.
• Ability to work in a demanding environment with self-assurance, energy, and drive.
• Willingness to focus and commit to client requests, with a strong work ethic.
• Ability to proactively lead operational improvements and change as a team player.
• Fluency in Japanese and proficiency in English, written and verbal.
• Extensive digital literacy across Microsoft Office programs, with comfort adapting to new applications.

Sitting at the intersection of operations leadership and treasury and trade product expertise, the Client Service Manager oversees day-to-day activities for a section of the operations area, typically leading two or more teams through subordinate leaders. Operating across subordinate team leaders and cross-divisional partners, the Client Service Manager assesses risk, drives regulatory compliance, and supervises accountability for complex transaction resolution.

Job Functions

• Direct day-to-day activities for one section of an operations area, typically managing two or more teams through subordinate team leaders.
• Oversee project management and ongoing management responsibilities within the function, including managing a specific process.
• Support resolution of complex problems and execution of complex transactions across the department.
• Apply understanding of governing rules and regulations to daily operations and cross-divisional processes.
• Assess risk in business decisions, driving compliance with applicable laws, rules, and regulations.
• Supervise the activity of others, creating accountability for those who fail to maintain standards.

Required Qualifications

• University graduate with over 5 to 10 years of work experience, or a master's degree with over 3 to 5 years, preferred.
• Direct experience managing client relationships.
• Extensive knowledge of treasury and trade product functions, operational structure, and support processes.
• Strong analytical skills to evaluate processes, systems, and data for improvement opportunities.
• Demonstrated ability to provide outstanding client service at a senior level.
• Ability to coordinate and lead colleagues in achieving a common objective.
• Excellent communication and positioning skills with clients, with a strong client experience focus.
• Strong interpersonal and relationship-building skills, exceptionally client-focused.
• Strong project management and presentation skills to lead cross-functional teams on deliverables.
• Deep sense of responsibility and commitment to teamwork.
• Excellent language skills in both Chinese and English.

A key member of the scientific and business development team, the Client Service Manager refines bid qualification and pricing accuracy for sponsor proposals. Collaborating across marketing, scientific, and finance staff, the Client Service Manager coordinates proposal and payment authorization timelines and safeguards revenue against agreed budget targets.

What You'll Do

• Qualify bids and scopes of work with sponsors to ensure appropriate service levels.
• Follow up with clients to confirm proposals are complete and meet their needs.
• Identify ways to secure open proposals by working with scientific, finance, and management staff.
• Identify new business opportunities with sponsors and liaise with internal staff for follow-up.
• Develop and review letters of payment authorization for accuracy.
• Manage pricing responsibilities, ensuring accuracy and maximizing revenue within policy.
• Follow the quote process, including costing, scheduling, and invoicing steps.
• Assist management with recommendations on proposals based on financial and operational criteria.
• Review and approve bid and proposal packages within authorized limits.
• Ensure required legal documents, including confidentiality and master service agreements, are in place.
• Coordinate proposal and payment authorization processes with marketing, scientific, and finance staff.
• Interact with scheduling to identify study initiation dates, assist with rescheduling, and support client visits, including tours and presentations.
• Participate in revenue and sales backlog management to meet budget targets.

Qualifications & Experience

• Bachelor's degree in science, or equivalent combination of education and experience.
• Understanding of business and sales processes required.
• Proficiency in word processing, spreadsheet, and database software.
• Ability to work with minimal supervision, meeting deadlines effectively and efficiently.
• Ability to handle multiple tasks, prioritizing based on departmental goals.
• Strong communication and interpersonal skills.
• Solid organizational skills and attention to detail.

Fast issue resolution and strong broker relationships across managed care accounts depend on the Client Service Manager, who develops book of business plans and coaches client and sales support teams. Serving as a subject matter expert to sales leadership, the Client Service Manager maintains service procedures, onboards new hires, and builds external relationships with brokers and consultants.

Day-to-Day Responsibilities

• Manage the client service and sales support teams, coaching and providing performance feedback.
• Build strong matrix partner relationships that support customer service across implementation and operations functions.
• Partner with sales operations to increase issue resolution speed and identify outdated processes.
• Build a book of business plan and approach for each team member's brokers and clients.
• Assign and monitor the book of business, assessing staffing needs and necessary changes.
• Identify service trends that require escalation or awareness through the sales team.
• Manage alignment between the support team and sales team members.
• Serve as subject matter expert to sales leadership on issues affecting go-to-market messaging.
• Maintain standard operating procedures for service and sales support, ensuring compliance and updates.
• Onboard new hires effectively, managing their training, development, and mentorship.
• Guide the team toward high levels of accuracy, efficiency, and customer focus.
• Provide external-facing leadership in the market, building relationships with consultants and customers.
• Support special projects and peak season service delivery in collaboration with sales management.
• Manage talent upgrades and an active people pipeline for the team.

Skills & Qualifications

• 3 to 5 years of proficient knowledge in health care or managed care business, including product knowledge and account management.
• Active life and health insurance license in Florida, preferred.
• Strong product knowledge with the ability to manage and operate as a leader.
• Strong interpersonal management and relationship-building skills.
• Strong leadership and teamwork skills with oral and written communication and interpersonal skills.
• Solid organizational, management, administrative, and human relations skills with maturity and sensitivity.
• Ability to use consultative selling skills to simplify complex language for teams and clients.
• Ability to function effectively in a heavily matrixed environment.
• Proven self-motivation and an independent, results-driven approach.
• Ability to gain support and buy-in for organizational proposals across perspectives.
• Demonstrated skill in driving results, strategic thinking, implementing strategy, and managing growth through change.
• Sound organizational and analytical skills that produce conclusive recommendations.
• Prior experience managing people, beneficial but not required.

As the Client Service Manager, this role oversees onboarding, communication, and performance for every client campaign, coordinating across departments to launch new initiatives smoothly. The campaign management team relies on this work to identify revenue opportunities, evaluate business processes, and recommend enhancements that reduce inefficiencies across the portfolio.

Scope of Work

• Oversee projects associated with all clients and campaigns, including onboarding and communication.
• Evaluate campaign business processes and recommend automation and revenue-generating enhancements.
• Review existing business processes to identify inefficiencies and prevent future issues.
• Coordinate with all departments to ensure successful launch and performance of new processes.
• Identify revenue opportunities within assigned campaigns and communicate with management for support.
• Manage projects using defined project management tools and communication channels.
• Facilitate enhancements across departments and participate in cross-functional groups on sales training needs.
• Ensure reporting and communication remain frequent and bi-directional.
• Observe internal control procedures and evaluate their effectiveness.
• Manage departmental and division initiatives as assigned projects.
• Track technological and business trends relevant to the industries served.

Requirements

• Bachelor's degree in business, marketing, management, or a relevant field, preferred.
• 5 to 7 years of relevant account management experience.
• Experience working with sales and sales management, helpful.
• Ability to work independently with strong self-management.
• Strong interpersonal and customer service skills to build relationships effectively.
• Demonstrated team-playing attitude and willingness to support colleagues.
• Strong communication skills to convey messages in an organized, clear, and effective manner.
• Take initiative and achieve goals beyond what is required.
• Exceptional time management skills to balance multiple campaign priorities.
• Willingness to seek opportunities and generate ideas for improvement beyond job requirements.

Client Service Manager oversees daily operations for a segment of the branch team, managing the Care Partner pool, staff scheduling, hiring, and compliance needs across the segment. Success in the position means aligning branch service and business development goals with division objectives while sustaining Care Partner, Client, and Referral Source satisfaction.

Work Activities

• Manage the overall operations of a segment of the branch team.
• Own the overall quality and depth of the segment Care Partner pool, meeting Care Partner, Client, and Referral Source Satisfaction goals in adherence to Policy and Procedure and Compliance guidelines.
• Implement business initiatives successfully.
• Oversee the day-to-day activities of the assigned team staff, including recruiting, hiring, assessment activity, staffing, scheduling, risk management, timekeeping, and compliance and human resource needs.
• Ensure on-call oversight and support for client and Care Partner needs.
• Ensure cross-referral opportunities within the branch are identified and sourced appropriately.
• Comply with legal requirements, standards, policies, and procedures, including the Compliance Program, Code of Conduct, HIPAA, and Documentation Standards.

Experience & Qualifications

• 2 or more years of branch or department supervisory experience.
• 1 or more years of business development experience, preferred.
• Experience in home care or staffing, preferred.
• Excellent verbal and written communication skills, as well as interpersonal and listening skills.
• Effective problem-solving and task analysis skills.
• Excellent time management and organizational skills, with the ability to manage and work in a multi-task environment and meet assigned deadlines.
• Ability to work effectively with all levels of employees.
• Ability to exhibit effective conflict management and negotiation skills.
• Proficiency in Microsoft Office software.