Client Services Manager

Overview of the Role

The Client Services Manager ensures excellent service delivery, strong team performance, and high client satisfaction, while also identifying opportunities for growth, retention, and operational improvement.

The role acts as the bridge between client expectations and internal execution, driving both people success and client success.

Main duties include: 

• Act as the primary relationship owner for assigned clients, ensuring strong partnership and satisfaction.
• Lead and manage a team of 15–30 FTEs, driving performance, engagement, and retention.
• Monitor service delivery to ensure SLAs, quality standards, and productivity targets are consistently met.
• Conduct regular client check-ins and performance reviews to align on priorities and expectations.
• Handle client concerns, risks, and escalations with urgency and professionalism.
• Translate client requirements into clear team goals, workflows, and execution plans.
• Partner with HR and leadership on performance management, coaching, and development planning.
• Drive workforce planning and capacity management to support changing client demands.
• Identify opportunities for account growth, service improvement, or operational efficiency.
• Provide insights and updates to internal stakeholders on account health, risks, and performance trends.

Requirements