Client Service Manager

The Familie•Nashville, TN

About The Position

The Client Service Manager owns the day-to-day execution and client experience for a portfolio of professional and NIL athletes. The role combines strategic client management with hands-on operational execution across endorsement fulfillment, financial tracking, brand activations, and concierge services. As the operational lead for assigned clients, the Client Service Manager ensures white-glove service delivery, revenue protection, and seamless cross-functional coordination. The position requires sound judgment, discretion, and the ability to support high-profile talent in a fast-paced agency environment. The role reports directly to the VP of Client Services and the EVP of Brand Strategy.

Requirements

5–8+ years of experience in sports agency, athlete representation, brand partnerships, talent management, or a related field.
Ability to manage multiple high-profile accounts simultaneously.
Strong understanding of endorsement lifecycles, contract compliance, and brand activation execution.
Exceptional organizational skills and meticulous attention to detail.
Strong communication skills and the ability to operate discreetly in high-visibility situations.
Collaborative work style and ability to coordinate across agents, creative, finance, and legal teams.
Willingness to travel and work non-traditional hours, including nights and weekends as needed.
Proficiency in project management tools and Microsoft Office Suite.

Nice To Haves

Direct experience supporting professional or high-level NIL athletes.

Responsibilities

Own day-to-day communication and execution for assigned professional and NIL clients.
Serve as the primary operational point of contact for clients and their agents.
Anticipate client needs around career milestones, including drafts, combines, free agency, endorsement launches, and life events.
Build trusted professional relationships while maintaining appropriate escalation channels to senior leadership.
Identify opportunities to improve client satisfaction, retention, and long-term value.
Oversee travel logistics, housing coordination, reservations, and lifestyle management with discretion and urgency.
Manage vendor relationships to maintain premium service standards and cost efficiency.
Execute time-sensitive, high-pressure requests while maintaining organization and documentation.
Support on-site operations for major events, including drafts, combines, All-Star appearances, brand activations, and appearances.
Track and manage endorsement and marketing deliverables across assigned accounts.
Ensure compliance with contractual obligations, including social posts, appearances, content production days, and usage requirements.
Monitor campaign timelines, financial milestones, and payment schedules in coordination with finance and agents.
Maintain accurate documentation and reporting for renewals, audits, and performance tracking.
Proactively escalate risks or gaps in deliverable execution.
Partner with agents, creative, digital, and brand teams to execute marketing campaigns and partnership activations.
Coordinate content production timelines and align internal and external stakeholders.
Support onboarding of new clients, including orientation materials and service briefings.
Assist with materials and operational support for prospective client meetings.
Build and maintain trackers, dashboards, and workflows in internal systems such as Monday.com or CRM platforms.
Identify operational inefficiencies and implement process improvements.
Contribute to service standards and best practices within the Client Services department.
Support scalability as client volume and service complexity grow.