Client Services Manager

Reports To: Client Manager, Client Director, or equivalent leadership

Job Overview

The Client Services Manager (CSM) is responsible for overseeing the day-to-day delivery of client services across assigned locations. The role ensures operational efficiency, excellent customer service, employee engagement, and consistent achievement of contractual Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).

The CSM leads site supervisors, team leads, and frontline employees supporting various workplace services, including:

• Mailroom, shipping, receiving, warehousing, and courier services

• Facilities services and conference room management

• Document scanning and records management

• Reception and concierge services

• Hospitality and administrative support

The CSM serves as a key point of contact for client stakeholders and partners closely with the Client Manager, Operations, and Human Resources to maintain service excellence, resolve operational concerns, and ensure effective team management.

Key Responsibilities

1. Operations and Service Delivery

• Oversee daily service operations across assigned client locations.

• Ensure all services meet established contractual SLAs, KPIs, and client expectations.

• Manage service delivery across mailroom, facilities, conference room management, document scanning, records management, reception, and administrative services.

• Ensure appropriate staffing, scheduling, resource allocation, and operational coverage.

• Monitor daily workloads, service requests, and task completion.

• Conduct regular site inspections to ensure operational standards, safety, and compliance.

• Identify service gaps and implement process improvements.

• Coordinate special projects and support new service implementations.

• Escalate significant operational issues, incidents, and security concerns to the Client Manager.

2. Client Relationship Management

• Maintain positive working relationships with client contacts and stakeholders.

• Serve as the primary operational contact for day-to-day client concerns.

• Respond to client requests and resolve service issues in a timely manner.

• Monitor client feedback and implement corrective actions when needed.

• Participate in client meetings and business reviews.

• Communicate service updates, operational challenges, and improvement opportunities to the Client Manager.

3. Financial and Administrative Management

• Monitor site budgets, labor costs, overtime, and operational expenses.

• Ensure efficient use of staffing, equipment, supplies, and other resources.

• Monitor productivity and identify opportunities for cost savings.

• Ensure timely submission of payroll, attendance, billing, and operational reports.

• Monitor inventory, supplies, and vendor service performance.

• Provide regular financial and operational updates to the Client Manager.

4. People Leadership and Development

• Lead, coach, and develop site supervisors, team leads, and frontline employees.

• Partner with Human Resources on recruitment, onboarding, staffing, and employee relations.

• Ensure proper scheduling, attendance monitoring, and workforce coverage.

• Set clear performance expectations, responsibilities, and operational goals.

• Conduct performance evaluations and provide regular employee feedback.

• Address performance concerns and support employee development and retention.

• Promote teamwork, accountability, cross-training, and employee engagement.

5. Compliance and Governance

• Ensure compliance with company policies, procedures, and client requirements.

• Maintain a safe, secure, and professional working environment.

• Ensure proper documentation of incidents, service requests, and employee matters.

• Monitor compliance with applicable safety, employment, and data privacy requirements.

• Maintain accurate operational records and reporting.

• Support the implementation of company governance standards and operational improvements.

Core Competencies

• Strong operational leadership and team management skills.

• Excellent customer service and client relationship skills.

• Strong problem-solving and decision-making abilities.

• Effective communication and interpersonal skills.

• Ability to manage multiple priorities and operational demands.

• Strong organizational skills and attention to detail.

• Ability to coach, mentor, and motivate employees.

• Results-oriented with a focus on service quality and client satisfaction.

• High integrity, professionalism, and ability to maintain confidentiality.

• Strong sense of ownership and accountability.

Qualifications and Experience

• High School Diploma or equivalent required; Bachelor's Degree preferred.

• Minimum of 5+ years of experience in operations, client services, hospitality, facilities, or related service industries.

• Previous experience managing teams, supervisors, or frontline employees.

• Experience in workplace operations, mailroom, facilities, reception, records management, or administrative services is preferred.

• Proven ability to manage client expectations and resolve operational concerns.

• Experience with workforce scheduling, performance management, and operational reporting.

• Basic understanding of budgeting, labor management, and financial performance.

• Strong computer skills, including Microsoft Office and business management systems.

Physical Requirements

• Ability to walk, stand, sit, bend, and kneel for extended periods as needed.

• Ability to lift or move packages and equipment, including loads of 40 lbs. or greater, as required by site operations.

• Ability to operate standard office equipment and perform routine administrative tasks.

• Ability to communicate by phone while performing computer-based tasks.

Travel Requirements

Some travel may be required depending on client and operational needs.

Other Duties

This job description outlines the primary responsibilities of the position and is not intended to be an exhaustive list. Duties and responsibilities may change based on business and operational needs.

If you are selected to continue in our interview or offer process you will be informed of more information in regard to our company.

WHAT WE OFFER

• Career Growth: An opportunity to enter a job that allows you to learn new skills or use a variety of them that may lead you to uncover other career opportunities.
• Learning & Development: At our company, we promote a work culture of learning so that you can develop to be the best at what you do.
• We Recognize Talent: We offer a variety of recognition programs for all levels of employees.
• Full-Time Benefit Offerings: Medical, Dental, Vision, HCFSA, DCFSA, HSA, Commuter Transit and Parking, Supplemental Life Insurance, Accident Insurance, Critical Illness, Hospital Indemnity, Legal Program, Identify Theft Protection, Pet Discounts, Pet Insurance, Group Home and Auto Insurance, EAP, Short Term Disability, Life Insurance, 401k w/ matching, Entertainment Discounts, & Paid Time Off.
• Part-Time Benefit Offerings: 401k w/ matching, Entertainment Discounts, & Paid Time Off (if eligible).

JOB POSTING STATEMENT 

We do not send unsolicited checks to prospective applicants nor ask applicants to forward or return funds to us. Please be aware of possible scams if you receive an unsolicited outreach from our company or correspondences. Additionally, in accordance with certain state and local law, if a pay range is provided this amount is our company's reasonable estimate for this role. The actual amount may be higher or lower, based on non-discriminatory factors such as experience, knowledge, skills.

To view our privacy link please reach out to our team during an interview process.

Our company offers reasonable accommodations in the hiring and employment process for individuals with disabilities. If you need assistance in the application or hiring process to accommodate a disability, you may request an accommodation at any time.

To ensure a fair and authentic interview process, applicants may not use AI tools or any other form of real-time assistance during interviews. Our team members may use transcription or note-taking technology solely to support accurate interview documentation. No AI or automated decision-making tools are used to screen, assess, or select candidates for this role. Our company uses the Greenhouse Applicant Tracking System to facilitate application management and recruiting workflows. Human recruiters and hiring managers review applications and exercise independent judgment throughout the hiring process

Acknowledgement Section: By submitting an application, by hitting "Submit Application", you certify that the information contained in this application is true and complete. You attest to the fact that the answers provided are correct to the best of your knowledge and ability. You certify that you have not knowingly withheld any information that might affect your chances for hiring. You understand that any false information or omission (including any misstatement) on this application or on any document used to secure this employment can be grounds for rejection of application or, if you are employed by this company can be grounds for immediate termination from this company.