Manager, Client Services

Archway Marketing Services • South Bend, IN

8h

About The Position

The Client Services Manager maintains relationships with existing client accounts and leads the development of account strategies by understanding each client’s business and partnering with internal shared services. The role ensures strong day-to-day account management and execution, including delivery of services, client satisfaction, and achievement of business objectives. The manager also oversees and develops direct reports and works with Sales and business leaders to identify opportunities for profitable revenue growth. The position includes independent travel of up to 20%, or as required.

Requirements

• Bachelor’s or advanced degree, preferably in business, or equivalent work experience.
• Minimum of 4 years of successful major account management and/or sales experience.
• Ability to develop, maintain, and deepen relationships with senior-level client contacts.
• Track record of exceeding relationship management objectives.
• Business acumen, sound judgment, and decision-making skills.
• Ability to coach, mentor, and support employee development.
• Ability to prioritize and manage multiple tasks with sensitive deadlines in a changing environment.
• Record of success as a self-starter who can work independently and in a team environment.
• Strategic thinking, analytical aptitude, and ability to manage detailed project requirements.
• Proficiency in the MS Office suite and ability to learn new systems.
• Aptitude for interpreting contracts and legal documents.
• Ability to travel independently up to 20%, or as required.

Responsibilities

• Attain company and client business objectives through consistent, timely service delivery, client relationship management, and achievement of client satisfaction metrics; develop deep relationships with client contacts at multiple levels.
• Execute tasks related to specific client requirements and ensure Client Services obligations and program specifications sold to clients are met.
• Ensure daily support needs are accounted for during onboarding and initiate a six-month post-go-live effectiveness check of the rate card and statement of work (SOW).
• Manage weekly client status meetings.
• Coordinate corrective actions for client health with each department, including discussions and communication of action plans in weekly client health reporting.
• Conduct monthly financial assessments for each client and provide variance explanations to assigned FP&A.
• Ensure services are billed as defined by the SOW and rate card.
• Facilitate client business review content by engaging the Client Services Representative, Operations, Client Support, and assigned Sales owner.
• Identify new client opportunities and communicate with the Sales team and Line of Business leaders to drive additional profitable revenue growth.
• Manage workload between the Client Services Manager and Client Services Representatives, ensuring representatives understand their accountabilities and execute tasks to meet client expectations.
• Coach and develop direct reports, set clear expectations, and recognize and celebrate successes and positive behaviors.
• Perform other duties as assigned.

Benefits

• Health, dental, and vision benefits
• Life, AD&D, and short- and long-term disability insurance
• Generous paid time off (PTO)
• Recognition programs and service awards
• 401(k)
• Employee assistance program, including identity theft protection and travel assistance
• Employee discount programs
• Work-from-home flexibility
• Competitive pay
• Full benefits

What This Job Offers

• Job Type: Full-time
• Career Level: Manager