Client Service Manager

SPS North America • New York, NY

4d • $80,000 - $95,000 • Hybrid

About The Position

The Client Service Manager (CSM) is responsible for managing day-to-day operations at one or more client locations. This role leads the on-site team, manages the client relationship, and ensures we consistently deliver excellent service. The CSM is the primary day-to-day contact for the client and is responsible for making sure operations run smoothly, employees are supported, and client expectations are met.

Requirements

• High School Diploma or equivalent required.
• 5+ years of experience in client service, operations, or relationship management.
• Previous management or supervisory experience.
• Experience leading a team of approximately 5–10 employees.
• Strong customer service and relationship-building skills.
• Excellent verbal and written communication skills.
• Strong problem-solving and decision-making abilities.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong organizational skills and attention to detail.
• Professional, dependable, and solutions-oriented approach.
• Comfortable working with clients and senior-level leaders.
• Proficient computer skills.

Nice To Haves

• Industry experience is a plus.

Responsibilities

• Serve as the primary point of contact for the client.
• Build strong relationships with clients, employees, vendors, and SPS leadership.
• Oversee daily operations and ensure excellent service delivery.
• Respond to client requests, concerns, and escalations.
• Identify problems and develop practical solutions.
• Look for ways to improve processes, service, and efficiency.
• Conduct regular site walkthroughs to monitor service and team performance.
• Coordinate special projects and client initiatives.
• Lead, coach, and develop the on-site team.
• Manage supervisors and other direct reports.
• Oversee staffing, schedules, coverage, and time off.
• Set clear expectations, goals, and responsibilities for team members.
• Provide training, coaching, feedback, and performance evaluations.
• Support employee growth, cross-training, and career development.
• Help maintain a positive, safe, and professional work environment.
• Monitor site budgets, profitability, payroll, billing, and forecasting.
• Track and report KPIs, SLAs, and client requests.
• Ensure contractual and client performance goals are consistently met.
• Monitor client and employee satisfaction.
• Participate in Monthly and Quarterly Business Reviews.
• Oversee vendors and ensure they meet SPS and client requirements.
• Follow all SPS policies, procedures, and contractual requirements.
• Support compliance with applicable OSHA and EEOC requirements.
• Document and report incidents, security concerns, and data breaches promptly.
• Maintain appropriate employee and operational documentation.

Benefits

• Medical
• Dental
• Vision
• HCFSA
• DCFSA
• HSA
• Commuter Transit and Parking Pre-Tax Plans
• 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
• Career Growth opportunities
• Learning & Development programs
• Recognition programs
• Paid Time Off (Full time: Minimum of 80 hours/calendar year. Part time/temporary: Minimum of 1 hour for every 30 hours worked)
• Bonuses (for employee and client referrals)

What This Job Offers

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