Senior Client Services Manager

Our mission is to provide modernized technology platforms, elevated technology support, and valuable insights, empowering our clients to excel in what they do best.

The Senior Client Relationship Manager is responsible for overseeing operations across four locations, leading a team of upto 20 employees, one manager and 3 supervisors within a dynamic law firm. This role drives operational excellence, exceptional guest experiences, and a strong culture of teamwork, accountability, and service. The Senior Manager oversees the site operations, ensuring efficient processes and high-quality service delivery. This role involves strategic planning, customer relationship management, and continuous improvement.

Essential Job Responsibilities

• Lead and manage a team providing high-quality office services, receptionist, facility management and hospitality/conference room services
• Fosters a culture of accountability, respect, and high performance among staff
• Serves as the principal liaison between Opensity Solutions, the client's administration and the site employees
• Provides excellent elevated concierge style customer service to all end-users at the site
• Provides onsite leadership with the Opensity Solutions team, and encourages staff development in their careers
• Develop and implement strategic plans and business innovation strategies
• Maintain outstanding organizational abilities
• Continuously looks for opportunities to increase the efficiency of our on-site operations
• Seeks opportunities to increase our capabilities and makes recommendations to the key contact
• Demonstrates proficiency in explaining all products, services, turnaround times, delivery schedules and guarantees to the client
• Recruits and interviews potential Opensity candidates for available positions at the site
• Hires, trains, manages, and evaluates all personnel assigned to the site
• Schedules personnel to ensure compliance with performance standards and makes sure contracted hours of operation are covered without incurring overtime
• Compiles, collects, and reports all data necessary to provide the client with monthly management reports
• Displays high ethical standard, integrity, work ethic, and loyalty

• Prior experience in a supervisory capacity is required. Supervisory experience should include performance management, hiring, training, scheduling and other management duties
• Proven success as a customer service manager; strong guest-focused mentality and proven ability to inspire office services, receptionist, facility and hospitality teams to deliver consistently high-quality guest service while operating independently.

• Ability to lift or move 40 lbs. or greater
• Ability to travel 25% of time for coverage/training/management oversight
• Ability to grasp, lift or carry packages on a standard wheeled cart with a load capacity of 75 lbs.
• Ability to walk, bend, kneel, stand or sit for an extended period of time