Client Support Manager Job Description

A Client Support Manager manages the people who answer software customers. In SaaS companies that sell subscriptions, the role sits inside the support organization, usually reporting to a director or vice president of client support, and owns a team of roughly four or more specialists working ticket queues across phone, email, and chat against contractual service level agreements. Escalations land here. What makes the job hard is that the manager is measured on team KPIs, such as SLA adherence and net retention, while also absorbing the incidents that engineering has not yet explained to the customer.

In this seat, the Client Support Manager is accountable for whether software customers get timely, accurate resolutions and whether the support team hits the service levels the business has promised. Day-to-day, the manager leads a group of support specialists within the client support organization, reporting to support leadership and working alongside engineering and product teams.

Career Impact: Leading a support team measured on SLA adherence and NPS builds a people-management record that SaaS employers value.

Business Impact: Well-run escalations and clear post-mortems protect net retention when subscription customers weigh renewal.

Growth Opportunity: The path leads toward Director or VP of Client Support, adding capacity planning and regional support strategy.

Company Value: Many teams in this segment work fully remote, with performance tracked by scorecard.

• Lead a team of client support specialists through daily queue management, coaching, and performance reviews.
• Own escalated client cases, including timely case review, resolution tracking, and regular updates to internal stakeholders.
• Monitor ticket volumes and workloads across phone, email, and chat to keep response times within SLA.
• Coordinate incident response with engineering, delivering root cause analysis and preventive actions to affected clients.
• Define and report team KPIs for leadership, including utilization, SLA adherence, and client satisfaction scores.
• Review team tickets through regular audits to verify the accuracy and timeliness of client responses.
• Develop runbooks, procedures, and training materials that help specialists resolve common issues consistently.
• Mentor team members in monthly one-on-one sessions covering skill development, performance, and career goals.

• Bachelor's degree in business, communications, information technology, or a related field, or equivalent work experience.
• 3 or more years of client support experience, with at least 2 years leading a support team.
• Proven people management skills, including hiring, coaching, performance appraisal, and developing support staff toward career goals.
• Strong escalation and incident management skills for resolving complex client issues quickly and with clear communication.
• Ability to analyze customer and performance data to make informed decisions about operational and procedural changes.
• Excellent written and verbal communication skills with clients, engineers, and all levels of management.
• Strong time management and prioritization skills across multiple queues, projects, and deadlines.
• Working knowledge of SLA and KPI frameworks used to set targets and measure support team performance.

• Experience in a SaaS or software company supporting business clients with complex data or integrations.
• Technical aptitude for troubleshooting software issues and explaining complex data relationships in plain terms.
• Background in churn reduction and renewal support alongside customer success or account management teams.
• Experience managing remote or multi-shift support teams, including coverage scheduling across late shifts and holidays.

• SLA adherence rate (%), showing how reliably the team meets contracted response times.
• Mean time to resolution for escalated cases (hours), reflecting escalation handling speed.
• Ticket backlog age (days), indicating whether queue workload is balanced across specialists.
• CSAT score on closed tickets, capturing client views of individual support interactions.
• Specialist utilization rate (%), measuring how team capacity matches incoming case volume.
• Team attrition rate (%), reflecting the manager's coaching and retention of specialists.

• Base Salary Range: $85,000 to $120,000 per year, depending on team size and region
• Bonus: Annual performance bonus of 5% to 15% of base, tied to team KPIs
• Equity: Stock options or RSUs common at venture-backed and public SaaS companies
• Health Benefits: Medical, dental, and vision coverage, often with employer-paid premiums and HSA options
• PTO: 15 to 25 days of paid time off plus company holidays, or flexible PTO
• Common Perks: Remote work stipend, 401(k) match, learning budget, and home office equipment allowance

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

Employment offers are contingent on the successful completion of a background check, and candidates must be authorized to work in the United States. All qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other characteristic protected by federal, state, or local law. Reasonable accommodations under the ADA are available on request throughout the hiring process.

The Client Support Manager leads the Client Support team, holding members accountable for service levels, process controls, and timely ticket completion while managing client escalations. Reporting to the wider department, the Client Support Manager works closely with other teams across the company to build internal efficiencies, increase scalability, and secure internal and external customer satisfaction.

Key Responsibilities

• Supervise members of the Client Support team and hold the team accountable for service levels and process controls.
• Provide strong leadership, guidance, and mentorship to the team.
• Interview, hire, train, coach, mentor, assign work, appraise performance, reward, and discipline employees.
• Monitor team execution of activities, status reporting, issue management, and client service level outcome alignment.
• Provide assistance to the team in resolving client issues.
• Monitor ticket activities to ensure timely completion of tasks.
• Manage client escalations, including timely case review and regular push communications to internal stakeholders.
• Define and lead the team to successful completion of department goals.
• Define and report on utilization and other efficiency and quality metrics for the team.
• Provide input into process and technology improvement, offering suggestions to build internal efficiencies, increase scalability and reduce risk.
• Take full responsibility for ensuring internal and external customer satisfaction.
• Interact effectively with teammates, colleagues, superiors and customers.
• Comprehend and communicate complex concepts.
• Concentrate, analyze and resolve complex problems.

Required Qualifications

• 7 or more years of work experience preferred.
• Good knowledge of SQL.
• Proficiency in using technology, such as phone systems, computer hardware, and software applications, to fulfill work requirements.
• Ability to work with a sense of urgency and a client-first approach.
• Strong communication, time management, organizational, and decision-making skills.
• Ability to lead and empower teams to achieve individual and operational goals.
• Strong sense of personal integrity and accountability.
• Demonstrated initiative, drive and determination to achieve results, success and growth.
• Ability to effectively manage multiple work assignments and projects.
• Capacity to work as a member of a team and cross-functionally.
• Willingness to maintain a high level of energy, enthusiasm, engagement and commitment to action.
• Commitment to acting with integrity and demonstrating ethical behavior in all matters with all stakeholders.
• Demonstrated high degree of self-awareness and commitment to personal development and learning.

Embedded within the support team, the Client Support Manager owns the queue of incoming cases across ticketing, phone, email, and chat, investigating product bugs and fulfilling registration requests while meeting case handling quotas and SLA expectations. Working closely with Client Services, Product Support, and Development, the Client Support Manager improves products and processes and expands self-service learning tools that help customers resolve issues on their own.

Core Functions

• Manage the queue of incoming support cases via the ticketing system, phone, email and chat to ensure friendly, timely, and effective resolution of questions and issues.
• Serve as the first line to investigate and resolve product bugs, whether independently or through collaboration with other teams.
• Fulfill registration requests, providing customer access to the marketplace.
• Productively respond to customer feedback and offer creative alternatives and best practice guidance whenever possible.
• Assist as needed with onboarding of new clients.
• Provide accurate and complete information to customers and to other team members using the right methods and tools.
• Collaborate with Client Services, Product Support, and Development on possible ways to improve the company's products, services and processes.
• Reliably meet personal and team case handling quotas and SLA expectations.
• Curate and proactively expand a library of interactive learning tools to provide effective self-service options to customers.
• Contribute towards the development of a strong team environment by upholding high work standards.

Qualifications & Experience

• 3 to 5 years of experience in Customer/Client Service and Support roles; SaaS organization beneficial.
• Previous experience in the market research vertical.
• Comfort troubleshooting as a proactive problem-solver and investigating when there is not enough information to resolve customer issues.
• Proficiency with business applications and data integrations, an aptitude for learning software, and ability to explain complex data relationships in non-technical terms.
• Working knowledge of a ticketing solution is a plus.
• Ability to bring an energetic, enthusiastic, and relationship-focused approach and make a positive impact with customers.
• Ability to act as an active listener, be communicative and empathetic, and to put oneself in customers' shoes and advocate for them when necessary.
• Strong diplomacy, tact, and poise when working through customer issues and escalations, with an organized, articulate and reliable approach.

Reporting to the Support organization, the Client Support Manager delivers accurate answers and solutions to clients around the world through live chat, phone, and email, addressing complaints with compassion and patience. Partnering with Support teams, Sales teams, and other departments, the Client Support Manager routes clients to the right place and protects overall client satisfaction.

Primary Duties

• Answer incoming Live Chats, phone calls, and emails in a friendly, professional, and efficient manner.
• Identify Client questions, concerns, and overall needs for Clients around the World.
• Provide accurate answers and solutions to Client inquiries.
• Address Client complaints in a compassionate and patient manner.
• Redirect Clients to appropriate departments as needed.
• Collaborate with Support teams, Sales teams, and other Company departments to ensure overall client satisfaction.
• Follow Company communication procedures, policies, and guidelines.

Skills & Qualifications

• 2 or more years of support manager experience.
• Working knowledge of business and management principles.
• Capacity to type at a minimum speed of 45 to 50 words per minute.
• Comfort working with systems including office productivity software and CRMs.
• Excellent written and verbal communication skills.
• Ability to provide exceptional and consistent Client service.
• Strong problem-solving, critical thinking, organizational, and planning skills.
• Ability to multitask, determine priorities, and meet deadlines.
• Capacity to maintain close attention to detail and a high level of accuracy when multi-tasking.
• Able to work collaboratively within a team with an open and positive approach.
• Ability to adapt to change, with high tolerance for stressful situations and pressure.
• Fluency in multiple regional languages preferred.
• Availability for weekday evening shifts and a rotational shift basis.

Sitting at the intersection of client support and office administration, the Client Support Manager shapes daily operations by managing client records, payments, and escalated billing and scheduling concerns while pursuing business revenue goals. Operating across the Leadership team, vendors, and community partners, the Client Support Manager mentors direct reports and gives clear direction to a hybrid-remote workforce, supporting the long-term success of staff and clients.

Duties

• Represent the departments on the Leadership team and serve as an approachable point of contact for all staff, providing clear direction and project management support to an asynchronous and hybrid-remote workforce.
• Nurture team relations through transparent policies, processes, and benefits.
• Manage client records, process payments, and pursue business revenue goals, with a focus on reporting and data analysis.
• Ensure productive relationships with vendors and execute protocols for business operations, liaising with landlords, community partners, and service providers, as needed.
• Provide superior client support and handle escalated concerns regarding billing, scheduling, and other policies with grace.
• Manage and mentor direct reports in execution of routine administrative tasks.
• Engage in regular professional development opportunities to support business growth, enhance core processes, and impart training and mentorship to direct reports.
• Contribute to the growth and long-term success of team members and clients.

Requirements

• Bachelor's degree required.
• 2 or more years of experience managing a professional office.
• Strong computer skills and comfort with learning new technology.
• Proven proactive, process-minded leadership, with motivated and client-focused thinking and professionalism.
• Strong communication skills with a bias for action and familiarity with public speaking.
• Ability to communicate with confidence and sensitivity with colleagues, parents, and students alike.

A key member of the local team, the Client Support Manager builds the regular and one-off fund and market reports, pitch documents, and RFP responses that distribution and wholesale clients rely on. Collaborating across local team members and central teams, the Client Support Manager keeps client data consistent and positions product initiatives with institutional clients.

Functions

• Provide in-office support for distribution/wholesale clients, responding to client requests, preparing information and data, preparing meeting materials, pitch documents, and RFPs, including data compliance administration.
• Prepare and distribute regular and one-off fund and market reports.
• Ensure that the list of regular client reports is up to date.
• Influence developments on how to improve online reporting and the web as an integrated part of the role.
• Ensure the client database is kept up to date and support local team members on using the client systems.
• Manage data consistency for internal sales reporting requirements, including preparing reports.
• Function as local link to central representatives, to brief in fund analysis initiatives with appropriate central teams, ensuring ongoing information flow from central team to local market.
• Support preparation and positioning of specific product initiatives with wholesale/institutional clients.
• Coordinate meeting and speaker requests, help with internal and external activities, and coordinate mailings.

Experience & Qualifications

• Experience in client reporting.
• Solid commercial orientation, with interest in the financial area, especially the asset management industry.
• Good knowledge of office software for word processing, presentations, and email.
• Good knowledge of CRM software.
• Excellent knowledge of spreadsheet software, including macros.
• Strong analytical and organisational skills.
• Fluency in German and English.

A strong client experience scorecard depends on the Client Support Manager, who owns day-to-day operations of the Client Support team and keeps KPIs at or above expected levels. Based within the support team, the Client Support Manager guides members through monthly mentorship and handles escalated calls, keeping clients satisfied and retained.

Accountabilities

• Manage the day-to-day operations to ensure that the team meets or exceeds expected KPIs.
• Provide positive direction to the team when changes are needed to meet goals.
• Meet with team members individually on a monthly basis to provide mentorship and to discuss employee development.
• Review team tickets to ensure the quality of the client experience for the team.
• Educate the team on expectations, procedures and goals.
• Handle escalated calls to ensure that clients are satisfied and retained.

Technical Qualifications

• College degree preferred but not required.
• 3 to 4 years of customer service-related experience required, preferably in a call center environment.
• Experience in a leadership role.
• Excellent written and verbal communication skills.
• Able to mentor and motivate others.
• Ability to adapt to change and provide stability for team members in an ever-changing environment.
• Capacity to work well within a team environment and collaborate with others to achieve set goals.
• Ability to communicate well across all levels of the organization.

As the Client Support Manager, this role leads regional help desk operations, guiding and training Team Leads, managing staff coverage and cross-training, and tracking projects against timelines. The ITSD functional areas and their customers rely on this work to keep help desk tickets monitored and approved operational efficiencies in place.

Activities

• Manage and oversee the region.
• Serve as a communication channel to the team.
• Attend and participate in meetings and evaluations.
• Conduct site visits as needed.
• Provide guidance and training to Team Leads.
• Manage staff coverage and cross-training within the region.
• Suggest and implement approved operational efficiencies.
• Track projects and ensure timelines are met.
• Monitor help desk tickets.
• Work with ITSD functional areas and customers.

Position Requirements

• Experience and knowledge in the desktop support area.
• Excellent interpersonal, supervisory, and communication skills both verbally and written.
• Demonstrated ability to maintain effective working relationships.
• Ability to remain flexible and self-motivated, assume considerable initiative, exercise sound independent judgment, and work independently with little supervision and with the team.
• Ability to lead, educate, and motivate staff.
• Exceptional customer service skills.
• Ability to respond to changing schedules and priorities.
• Willingness to travel, with the ability to operate a motor vehicle and maintain a valid driver's license.

Client Support Manager owns incident handling for customers, triaging each incident by type and priority, creating runbooks for common issues, and escalating to engineering for resolution within agreed SLAs. Success in the position means keeping internal and external stakeholders informed through regular progress updates, post-mortems, and root cause analysis, so customers see clear preventive and corrective actions.

Operational Focus

• Triage incidents and determine type and priority.
• Create runbooks for handling common incidents.
• Collaborate with and escalate to engineering for incident resolution.
• Communicate progress regularly with customers, including post-mortem, Root Cause Analysis and Preventive/Corrective actions.
• Adhere to SLAs for customers.
• Ensure smooth and accurate communication with internal and external stakeholders within prescribed SLA, and efficient follow-ups to resolution.

Knowledge, Skills & Abilities

• 5 or more years of working experience in customer support, preferably working as a Customer Agent in a highly competitive environment.
• Strong understanding of Incident and Escalation Management.
• Advanced troubleshooting, organisation and multi-tasking skills.
• Able to recreate the incident and document it properly for further investigation.
• Commitment to adhering to and exceeding SLA's/KPI's and improving client experience.
• Exceptional verbal and written communication skills to inform, help, and advise consumers clearly and to liaise effectively with internal colleagues.
• Fluency in Japanese at a native level, and professional proficiency in English.

The Client Support Manager oversees regional client support activities within a global support model, keeping support consistent from region to region and ensuring escalations and incidents are resolved with urgency. Reporting to Client Service, the Client Support Manager serves regional business partners across Product, Technology, Operations, and Sales teams while maintaining a sound risk and control environment.

Key Deliverables

• Oversee client support activities as part of the global support model.
• Serve as primary point of contact for regional business partners in other functional groups.
• Implement the global support model, ensuring consistency of support from region to region.
• Develop and implement support strategies that meet regional requirements.
• Represent Client Service in cross-functional projects related to emerging product deployments and key client implementations, ensuring team readiness and a consistent support model.
• Manage team performance and ensure that KPIs meet or exceed departmental standards.
• Provide coaching and development opportunities to team members to support success in the role and career growth.
• Manage and provide oversight to ensure that escalations and incidents are resolved with the appropriate sense of urgency.
• Conceptualize, design and implement strategies that align to global service model and meet the unique needs of clients and partners in the region.
• Analyze trends, determine areas of opportunity and execute action plans to improve client and employee experience.
• Support the development and maintenance of procedures and training materials.
• Cultivate relationships with teams across multiple Product, Technology, Operations, Sales, and Service teams.
• Ensure a sound risk and control environment, complying with both regional and global requirements.

Professional Experience

• Experience working in a client support function, preferably in a client-facing role.
• Proven people management experience, with a focus on performance management and development.
• Experience of working in a technical support function or demonstrated aptitude for understanding complex technical concepts.
• Proven experience in cash management and/or payment processing.
• Advanced analytical and presentation-building skills using spreadsheet, presentation, and diagramming tools.
• Strong written and verbal communication skills, with the ability to communicate to all levels and roles both internally and externally with the appropriate level of detail and transparency.
• Proven strategic thinking and ability to anticipate future challenges and solutions to prepare for them.
• Availability for work outside of standard working hours as needed.

Embedded within the Client Support Team, the Client Support Manager develops and motivates approximately four or more team members in a fully remote environment, owning the metrics and results the team produces and managing goal setting, career development, and performance. Working closely with internal teams, Marketing, and Sales, the Client Support Manager analyzes customer and performance data to guide operational changes and oversees client vendor relationships.

Areas of Ownership

• Coordinate with internal teams to recruit, hire, and train new team members as needed.
• Display an ability to build confidence and trust in direct reports in a 100% remote work environment.
• Maintain a high level of team engagement and motivation.
• Manage approximately 4 or more members of the Client Support Team.
• Be responsible for the metrics and results of the team.
• Serve as a coach and a leader, helping to develop the skills of the team so they are able to achieve their metrics and career goals.
• Proactively identify areas for innovation and improvement within the Client Support Team, and drive collaborative developments within existing playbooks.
• Develop, retain and motivate the existing team while recruiting for new members and continually raising the bar for talent and capabilities, when needed.
• Manage day-to-day operations, goal setting, career development, performance management, and growth of team members.
• Analyze customer and performance data to make informed decisions about operational and procedural changes.
• Maximize efficiency in a constantly changing and growing environment where the process is fluid and creative and unique solutions are desired.
• Support and direct new and experienced Client Support Management in strategies to build lasting relationships with clients.
• Oversee client vendor/supplier relationships.
• Coordinate with Marketing and Sales for Email Sales Support campaigns.

Background & Experience

• 3 or more years of experience recruiting, coaching, and developing team members, and managing a team of 3 or more team members.
• Experience working effectively with all levels of management.
• Experience handling lifecycle customer experiences and customer escalations.
• Experience in change management, with a self-motivated approach and comfort with change.
• Proven and consistent track record of executing against aggressive growth strategies and delivering targets in excess of company expectations.
• General understanding of Accounts Receivable and Corporate Vendor/Supplier setup.
• Deep understanding of marketing best practices.
• Ability to adapt quickly to new software and constantly changing business requirements.
• Proficiency in using data and analytics to analyze results and make data-driven decisions.
• Capacity to type at 80 WPM or more.
• Proven leadership ability to influence, develop and empower employees to achieve their best.
• Excellent leadership, organizational and problem solving/decision making skills.
• Ability to manage multiple projects while maintaining strict attention to detail.
• Ability to communicate effectively in small and large groups.

Reporting to the Director, the Client Support Manager oversees the day-to-day operations of Client Support, balancing workloads across work queues and call flow and serving as the first point of contact for escalations. Partnering with support staff and other departments, the Client Support Manager implements process improvements that help the team meet productivity standards and exceed operational targets.

Role Responsibilities

• Oversee the day-to-day operations of Client Support and provide leadership to its team members.
• Monitor work queues and call flow, balancing the team's workload to ensure Support meets productivity and quality standards.
• Serve as first point of contact for escalations, assisting in resolving client, product, and service issues.
• Review and report to management the weekly department metrics and capacity planning.
• Monitor, through ad hoc audits, the quality and timeliness of the team's deliverables to clients.
• Recognize recurring problems, lead brainstorming meetings, and suggest and implement process improvements, in conjunction with support staff and other departments.
• Communicate between teams and assist in coordinating activities across multiple departments.
• Organize and schedule team resources to ensure adequate coverage, including late shift, pager schedule, and holidays.
• Continuously promote knowledge assimilation, technical documentation, and sharing among team members.
• Proactively manage clients to ensure a high level of client satisfaction.
• Work with the Director to plan and strategize the training requirements, direction of the team, and ways to exceed operational targets.
• Assist in hiring and orienting new employees.
• Mentor and guide employees and address employee issues.
• Conduct employee performance appraisals.

Education & Experience

• Bachelor's Degree required.
• 5 or more years of experience providing client services in a similar industry.
• 3 or more years of experience in a management role managing support professionals.
• Previous experience managing a team within a support organization.
• In-depth working knowledge of departmental operations.
• Excellent client satisfaction skills, proficiency in prioritizing critical client issues and related problem-resolution abilities.
• Effective interpersonal and written communication skills.
• Ability to assess performance and provide motivational support to team members.
• Effective time management skills and ability to work under pressure.
• Fluency in written and spoken English.

Sitting at the intersection of client relationships and engineer performance, the Client Support Manager develops a book of business with accountability for Net Retention and NPS, onboarding new client accounts toward business goals within the first 90 days. Operating across internal stakeholders and engineers, the Client Support Manager uses data to improve the client experience, resolve relationship issues, and drive churn lower.

Job Functions

• Build lasting relationships with the company's clients to effectively own the book of business with accountability to core metrics like Net Retention and NPS.
• Effectively onboard new client accounts and engineers to ensure attainment of business goals within the first 90 days of the client's relationship with the company.
• Collaborate with various internal stakeholders to advocate and unblock in the best interest of the needs of the client.
• Use data to make decisions to positively impact the client experience in the best interest of net retention.
• Maintain accurate, up-to-date, and clear data in Client Success platforms.
• Build and manage relationships with the company's engineers to link their performance and impact with commercial goals.
• Thoughtfully collaborate with engineers to resolve issues impacting the client relationship.
• Collaborate on ad-hoc projects as a SME in Client Success.
• Drive churn to all-time lows.

Required Qualifications

• Bachelor's Degree required.
• 5 or more years of work experience with 3 or more years of direct client management.
• Experience owning a book of business, particularly in a startup or tech environment, including accountability around core KPI's like churn, NPS, and other client experience measurements.
• Experience with reviewing data sets to drive decision-making.
• Proficiency in CRM software, with experience in other Client Success tools.
• Exceptional written and verbal communication skills with people of various backgrounds.
• Comfort working with ambiguity and change, with a highly self-driven approach.
• Ability to collaborate naturally and work effectively across stakeholder groups in the best interest of the client.
• Capacity for creative problem-solving.

A key member of the Client Support team, the Client Support Manager advances client onboarding, adoption, and product usage for assigned retail clients, delivering actionable, accurate, and timely insights and recommendations. Collaborating across sales, success, and analytics under supervision from the VP, Client Support, the Client Support Manager supports client growth, satisfaction, and retention.

What You'll Do

• Train and educate clients on products to ensure successful onboarding, adoption and usage of products.
• Manage the activities and deliverables required to service and support assigned clients, ensuring client satisfaction and retention.
• Ensure actionable, accurate, and timely delivery of insights and recommendations.
• Work closely with the customer to understand their needs and requirements.
• Act as the main intersection and point of communication between clients and internal departments (sales, success, analytics).
• Assist with strategic planning and support client growth.
• Work autonomously, with supervision from the VP, Client Support, and collaboratively with other team members, demonstrating a commitment toward shared goals and a willingness to learn and take the initiative.

Qualifications & Experience

• 5 or more years of experience in retail buying, planning, inventory management, distribution, or logistics.
• Experience in Client Services, such as client management, account management, and management consulting, is preferred.
• Experience in Project Management with internal and external stakeholders preferred.
• Experience in quantitative/statistical analysis is a plus.
• Solid technical/software skills in spreadsheet, presentation, and word processing software.
• Experience with retail software solutions is a plus.
• Excellent written and verbal communication skills.
• Proven ability to work in a collaborative team environment as well as independently.
• Commitment to a service- and solution-oriented mindset.
• Strong time management and prioritization skills.
• Ability to lead customers to profitable outcomes using customer-solution-oriented interactions.
• Capacity to learn quickly, with confidence and enthusiasm.
• Willingness to travel up to 5 to 10% of the time.

Positive client relationships in brokerage operations depend on the Client Support Manager, who oversees open issue tracking and keeps clients updated through production implementations, upgrades, and disaster recovery testing. Serving as the link to the Development group for Production and UAT testing, the Client Support Manager coordinates incident management and delivers client-facing post-mortems with tracked action items.

Day-to-Day Responsibilities

• Support production implementations and upgrades to clients' production regions.
• Facilitate disaster recovery/BCP requirements, daily/weekly/monthly metrics reporting, service level agreement handling, and post-mortems.
• Handle day-to-day client activity and disaster recovery/BCP testing support.
• Track any open issues, ensuring continuous updates to the client.
• Manage issue resolution and workflows with Development for all Production and UAT testing.
• Coordinate Incident Management, including delivery of client-facing PMs and tracking action items.

Skills & Qualifications

• 5 or more years of experience in client services/account management.
• Prior experience with BPS is a plus.
• Prior experience in custody processing and project/program management is a plus.
• Working knowledge of brokerage process in Fixed Income and Equities markets.
• Excellent verbal, written, and presentation skills, with a self-starter approach.

As the Lending Client Support Manager, this role oversees customer experience and operational execution across the lending pipeline, directing Lending Client Associates and coaching employees to meet bank and regulatory requirements. The Consumer Lending leadership counts on this work to address high-level pipeline risks, while the Lending Market Leader depends on it for new hire development.

Scope of Work

• Drive Customer Experience and Operational Execution.
• Serve as subject matter expert for operations, reporting and processes.
• Coach employees to meet bank and regulatory requirements.
• Review the lending pipeline daily to identify and address high-level risks and opportunities for coaching in partnership with the Consumer Lending leadership.
• Partner with the Lending Market Leader to support new hire development and proficiency with systems, technology, product and procedures.
• Direct Lending Client Associates (LCAs) and sales support alignment, productivity and daily activities.
• Integrate with key centers of influence within the Home Loans Organization (Sales, Fulfillment, National Retail Credit Lending).

Requirements

• 3 or more years of relevant financial industry experience, such as mortgage lending.
• Experience creating a comprehensive pipeline management strategy, assessing needs, identifying client and specialist needs and executing a capacity management strategy.
• Proven track record of outstanding ability to motivate and influence others to accomplish objectives, presenting oneself assertively, convincingly and with confidence to establish credibility and respect.
• Prior experience working in Underwriting/Fulfillment and in Sales Management.
• In-depth knowledge of mortgage products and solutions, including regulatory and product guidelines.
• Working knowledge of banking (credit and deposit) products and services.
• Proven leadership skills, including direct and indirect leadership.
• Ability to translate knowledge and experience into strong and productive relationships internally and externally as a team player and collaborator.
• Excellent problem-solving, time management and organizational skills.
• Demonstrated consultative communication and relationship-building skills leading to client service, fulfillment, and delight in previous roles.
• Demonstrated ability to diplomatically handle conflict and cultivate effective partnerships with other LOBs.
• Ability to handle ambiguity and adapt to changing circumstances.
• Committed to integrity, consistency, and sound business ethics, acting in the best interest of the client.