Client Services Manager

Job Description
The Client Services Manager is responsible for ensuring the smooth operation of communications and training programs and maintaining a positive relationship with key client contacts as well as all internal teams. The primary focus of the Client Services Manager is to manage the day-to-day client relationship, acting as the operational account team “point person” to ensure that all projects and services are delivered according to specifications, on time and within budget. The Client Services Manager oversees team project/program execution, acts as a source of information for and provides direction to cross-discipline teams.

Scope of Work

Own day-to-day client relationship, manage client feedback and demonstrate stewardship for all client programs/projects

Interface with clients on project requirements, deliverable status and approvals, scope changes and points of dissatisfaction

Fully understand all relevant aspects of our clients’ business, industry, and competitive environment

Anticipate potential problems or issues clients may have and work to prevent and/or correct

Increase overall satisfaction and retention of clients on assigned programs

Work with cross-functional teams to develop tactical implementation strategies for each individual client project and to ensure that deliverables meet client objectives, budget, and project timelines from launch through ongoing maintenance

Review all project deliverables to ensure client satisfaction

Communicate client feedback and direction to internal team members

Seek opportunities to improve operational efficiencies (i.e., suggest new, enhanced, or refined processes)

Develop project-based scope documents and budgets working with cross-functional teams and obtain client approvals/signatures on these documents

Review draft invoices and maintain overall accountability for accurate and timely invoice delivery to the client

Be accountable for making sound decisions surrounding the financial performance of the account

Lead and/or participate actively in presentations, meetings, and status updates (client and internal)

Day-to-day functions include organizing/preparing for client and internal meetings, creating meeting agendas, conference notes and status reports

Knowledge, Skills, and Abilities

Bachelor’s Degree in Business/Marketing or related discipline

6+ years marketing, sales, business operations or related experience

Flexibility to travel and be on site at client location as needed

Experience and success interfacing directly with the client without supervision

Proven ability to lead an internal team

Excellent interpersonal, presentation and communication skills

Strong organizational and time management skills

High attention to detail

Experience in loyalty marketing, direct marketing and interactive solutions preferred

Demonstrated knowledge of a specific client or a specific client’s business/industry preferred

Proven proficiency in MS Word, Excel, PowerPoint, and project management software tools

Maximum Base Pay
65,000.00 USD

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