Client Services Manager (Remote)

Client Services Manager (Remote)

The Gig:

• Participate in client meetings including escalation discussions, when needed
• Ensure team is executing on client activity and proactively engaging Client Service Leads, Directors, and other internal teams as needed on open items
• Review and analyze performance of client deliverables daily (includes work completed onshore and offshore), reviewing risk areas with team members as needed
• Ensure team meets and/or exceeds daily work volumes and productivity metrics
• Identify and communicate trends or areas of improvement (both client and role specific)
• Provide operational performance reports to client leadership team, identifying successes, risks and needs weekly
• Ensure quality assurance checks are happening across team deliverables
• Collaborate with Directors, AVP's and Client Services Leads on special projects
• Point of escalation (from internal resources) for client deliverables for which their team is responsible for
• Evaluate daily and weekly team capacity, collaborate with leader and other Client Services Managers to offset any capacity deficits
• Oversite of the Team Queues within Clarizen and Client Desk, ensuring work is being pulled by the team each day/week; this includes setting due dates in Clarizen for tasks/milestone completion
• Share in leadership of daily team stand-up meetings to communicate business initiatives and review deliverables such as open cases, file activity and other related client maintenance tasks
• Manage and develop team members by conducting regular 1:1’s, reviewing work, processes, and other team member needs in order to ensure successful execution of assigned tasks
• Ensure new team member training is completed and support overall learning paths for all team members, aligning resources as needed
• Support transition of new clients from onboarding to onshore and offshore ongoing resources
• Responsible for the execution and delivery of performance management & compensation process/routine across their Pod
• Operate as a domain leader of one or more roles within the Team

What You Need to Make the Cut:

• 5-7 years of direct industry or equivalent experience
• 3+ years team lead/management experience

Experience with:

• Delegation, Directing and Leading Change
• Managing quality and a Customer Service Mindset
• Fact based management and Strong Leadership Communication
• Driving Results with Urgency
• Team Building, Coaching & developing others
• Workload Prioritization and Management Across Large Projects and Teams

*Experience in account management is strongly encouraged.

The pay range for this position is $75K - $120K per year (pay to be determined by the applicant’s education, experience, knowledge, skills, and abilities).