Client Services Manager
Robert Half•San Ramon, CA
•Hybrid
About The Position
Robert Half offers our larger clients a more formal, centralized relationship through our Strategic Accounts department. In general, clients have needs in multiple locations and require centralized account management or a single point of contact. Special services could include reporting, customized billing, background checks and other requirements to manage contingent talent solutions. We are currently looking for a Client Services Manager to serve as a National Account Relationship Manager to a portfolio of single-point-of-contact clients including vendor management systems and third-party clients.
Requirements
- Demonstrated ability to work independently with minimal supervision in a hybrid work environment
- Ability to analyze and interpret data, identify, and resolve discrepancies
- Ability to read and understand simple to complex contract terms and Robert Half’s ability to support them
- Demonstrated ability to help lead business development efforts by identifying opportunities and collaborating with the Strategic Accounts Vice Presidents and Account Executives on tactical plans
- Tenacity in follow-through
- Ability to work with highly confidential data
- Ability to demonstrate reliability and good attendance
- Strong operational understanding of Robert Half or like business, with the ability to prioritize and make comprehensive business decisions
- Working knowledge of Salesforce or other client relationship management system
- Proficiency with Microsoft Office applications
- Proven team player
- Ability to speak up in an encouraging, professional, and supportive manner
- Ability to act with a sense of urgency daily
- Custom Service orientation
- Ability to sit for extended periods of time at a computer
Responsibilities
- Select and distribute client work orders to branch locations to partner and fill the job order requisition
- Advocate for better bill rates, extend candidate assignments, and negotiate earlier start dates
- Submit candidate resumes as identified by talent professionals and qualify them for the client
- Schedule interviews and share client feedback
- Maintain and expand existing business through internal business development techniques and customer service
- Communicate and educate talent professionals on client contractual terms and service-level agreements as well as revenue growth opportunities
- Attend account handoff meetings with Implementation and Services Team members to learn about new client accounts or servicing modifications
- Create company records in Salesforce to ensure accurate invoicing and tracking
- Partner with Strategic Accounts compliance teams to provide and educate on use of pre-placement forms, documents, background check vendor access and drug screening forms and lab addresses
- Educate talent professions on invoicing requirements
- Monitor compliance to pre-placement and invoicing requirements, client contractual terms and service level agreements
- Review and analysis of a portfolio of Strategic Accounts
- Perform ad-hoc analysis to make recommendations to management regarding operating policies and procedures best practices to improve service levels and to achieve departmental revenue goals
- Assist in standardization and documentation of procedures
- Participate in informational meetings, conference calls, trainings, and team strategy meetings to receive up-to-date servicing and strategy plans
- Partner with the Vice President team and Account Executives to help maintain and expand existing business through internal business development techniques and customer service.
- Develop presentation materials and assist with communication rollouts, pertaining to the assigned portfolio accounts.
- Document and maintain desk level activities per contractual agreement.
- Manage timely candidate setup with the VMS relationship manager to ensure accurate and timely invoicing and payment to the candidate and the company
- Obtain candidate access to the VMS/TMS system for time-entry
- Educate talent solution professionals and candidates on time-entry and candidate pay processes
- Resolve non-compliance issues, invoicing errors, and talent professional follow-through in a timely manner
- Identifying missing candidates, hours, or invoices (expenses, conversions, etc.) by reviewing service center spreadsheets
- Coordinating and educating talent professionals or candidates to enter the time accurately and on time
- Working with the client on entered hours or invoices that have not been approved by the client
- Resolve bill rates for regular and overtime hours, conversion rates, expenses, etc.
Benefits
- base salary
- bonus pay
- group health insurance benefits (medical, vision, dental)
- flexible spending and health savings accounts
- life and accident insurance
- adoption, surrogacy and fertility assistance
- paid parental leave of up to 6 weeks
- short/long term disability
- paid time off for vacation, personal needs, and sick time
- up to 17 days of Choice Time Off (CTO) per calendar year
- up to 11 paid holidays per calendar year
- opportunity to contribute to our company 401(k) savings and investment plan or deferred compensation plan (if eligible), with an employer match of 100% on the first 3% of your contributions for eligible employees
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
