Client Service Manager

Job Title: Client Service Manager 

Reports To: The Client Service Manager will report to the Client Manager, Client Director, Managing Vice President, or equivalent leadership. 

 

Job Overview: 

The Client Service Manager (CSM) position is to sit on-site with our client and oversee multiple sites or projects. The position is responsible for daily service delivery, employee management, overall customer satisfaction, and strict adherence to all SPS policies. The CSM will act as the primary daily client. While overseeing the staff onsite for all supervisory functions required. 

Overall, this position continuously offers the highest level of service to all client and SPS employees while maintaining a professional image of the company by providing prompt, courteous and efficient service. 

Duties and Responsibilities: 

• Proactively institutes the SPS Governance Model to ensure client satisfaction. 
• Standardizes policies and procedures, including statistical monthly reporting and benchmarks. 
• Drives operational improvements and solution design. 
• Troubleshoots and resolve all client, site management and site staff issues. 
• Coordinates, implements, and oversees any special projects. 
• Coordinates and leads vendor partner negotiations. 
• Manages site financials in terms of hours, gross margin spread, profitability and growth. 
• Serves as a knowledgeable resource regarding OSHA, EEOC and process for handling complaints. 
• Manages direct reports, including managerial staff. 
• Assists in the development of training materials and execution of formal training sessions 
• Support business development internally and as directed. 
• Maintains consistent communication with client and SPS at all levels. 
• Managers the receipt, delegation, and successful completion of all client requests. Handle escalations as needed if Supervisor is unable to. 
• Meets all client and SPS deadlines. 
• Manages all resources within the operation, including people, hardware/software, and facilities. 
• Coordinates with the supervisors the staff schedules to ensure appropriate staff levels are maintained and proper coverage is provided for PTO, sickness and emergencies. 
• Maintains a safe working environment for the SPS staff. 
• Tracks all client requests using the approved tracking mechanism for activity and performance. 
• Maintains metrics for monthly reporting of KPIs/SLAs. 
• Oversees all equipment, supply and messenger vendors to comply with SPS contract. 
• Performs daily walkthroughs to observe team performance firsthand for site inspections. 
• Documents any incidents and inform client and SPS immediately. 
• Maintains site P&L at proforma levels or above. 
• Consistently executes all deadlines to be met for payroll, billing, and A/R collection. 
• Oversees monthly budget forecasts for the account. 
• Maintains Client Satisfaction Index (“CSI”) at or above previous score. 
• Participates in Monthly and Quarterly Client Business Reviews. 
• Maintains Employee Satisfaction Index (“ESI”) at or above previous score.
• Participates in SPS sponsored events. 
• Establishes and maintains accountability to next higher leadership authority. 
• Coaches, develops and cross trains operations team to grow their careers. 
• Set and communicate to each staff member individual responsibilities, operational issues/concerns, daily goals, service improvements and customer expectations.
• Develops, appraises and counsels staff to reduce turnover, improve employee satisfaction and increase promotability of staff members. 
• Maintains consistent documentation monitoring the status of each employee. 
• Provides annual employee performance evaluations and reviews as directed by SPS. 
• Has strict adherence to all SPS policies & procedures. 
• Serves as a knowledge resource regarding SPS policies and procedures.
• Exceeds all contractual and client KPIs/SLAs. 
• Immediately reports any personnel, security or data breach incidents to SPS leadership team. 

 

Competencies: 

• Results-oriented. 
• Driven by client satisfaction. 
• Strong integrity, solid business ethics. 
• Excellent presentation and interpersonal skills.