Client Service Manager

SPS-North America • New York, NY

2h • $77,000 - $80,000 • Onsite

About The Position

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.

Requirements

• High School Diploma (or equivalent) required.
• Minimum of 5+ years of experience in high level relationship building and operational management.
• Previous management/ supervisor experience overseeing 5-10 employees.
• Ability to build business relationships and interact effectively with “C” level executives.
• Exceptional computer skills.
• Driven by client satisfaction, with proven track record of diplomacy and ownership.
• Strong integrity, solid business ethics.
• Strong team approach to account management.
• Creative strategic thinking and performance.
• Fine and/or gross motor skills, including the ability to grasp, lift and/or carry or otherwise move packages on a standard wheeled cart with a load capacity of 60 lbs.
• Ability to walk, bend, kneel, stand, and/or sit for an extended period of time.
• Manual dexterity required for operating office machinery (phone, copy machines, binding equipment, etc.).
• Physically able to talk on the phone and input data simultaneously.
• Ability to lift or move 40 lbs. or greater frequently.
• Specific vision abilities required by this job include close vision, distance vision, ability to adjust focus and ability to match or may include detection of differences between colors, including shades of color and brightness.

Nice To Haves

• Industry related experience a plus.

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.
• 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.
• Maintains site P&L at proforma levels or above.
• Consistently executes all deadlines to be met for payroll, billing, and A/R collection.
• 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.
• 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.

Benefits

• 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, Education Discounts, 401k w/ matching, Entertainment Discounts, & Paid Time Off.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED