Client Services Manager

• Develop & document processes and playbooks related to delivering services, employee development, departmental operations, tools, and internal communication
•  Optimize current departmental processes
•  Audit employees to ensure a consistent standard of servicing clients
• Lead meetings intended to educate, report, and align client servicing members
• Stay up to date on our entire portfolio of clients.

• Serve as an escalation point for client issues 
• Define and maintain onboarding and offboarding procedures for new clients and new client servicing team members
• Deliver product and service updates to department team members and provide roll out instructions
• Support client service team members when they need help with communications, reporting, use of tools, and education resources
• Train department team members on operational procedures
• Source educational opportunities to advance technical and strategic skills of the team
• Collect customer success stories to deliver to the sales & marketing teams
• Guide department on tactics to grow client accounts
• Establish and maintain department budget
• Develop reports on employee productivity
• Conduct department employee reviews and recommend promotions and disciplinary actions to executive management
• Interviews and hires to fill department gaps
• Monitors supervisor employees and mentorship pairs and delivers guidance on improving that relationship
• Assigns new clients to the best client servicing team members to ensure company and client success.
• Advise executive management on ways to improve employee time utilization
• Completion of non-strategic tasks assigned by executive management
• Investment in personal continued education with the support of the company

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily under direct supervision. The requirements listed below are representative of the knowledge, skill, and /or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

• Highly proficient in project management tactics 
• Advanced understanding of marketing and sales processes 
• Experienced in delivering professional marketing services in an agency
• Proven experience in operational management 
• Exemplary customer service background
• Ability to effectively communicate with employees and clients in a professional manner
• Comfortable troubleshooting technology
• Able to create professional reports and analyze data.
• Experienced in managing budgets
• Capable of developing formal presentations to executive management.
• Extremely Organized
• High Attention to detail
• Invested in defining and improving process