Senior Manager of Client Services (Public Sector SaaS)

FUNDVIEW • Lubbock, TX

3d

About The Position

We are seeking a driven and people-focused Senior Manager of Client Services to lead our Tier 1 Support team and ensure exceptional service delivery to our municipal customers. This role is responsible for managing, coaching, and developing a team of frontline Support Specialists, while executing on the strategic direction set by the Vice President of Client Services for the broader Client Services organization. You will play a critical role in scaling our Support operations, improving service quality, and ensuring consistent, high-quality customer interactions across all support channels. This position requires a balance of leadership, operational execution, and cross-functional collaboration to drive customer satisfaction and team performance.

Requirements

• Bachelor’s degree in Business, Communications, Information Systems, or a related field (or equivalent experience).
• 5+ years of experience in Customer Support, Client Services, or Customer Success roles, preferably in a SaaS environment.
• 2+ years of experience managing or leading Customer Support teams, preferably in a SaaS environment.
• Strong leadership and team development skills with a track record of building high-performing teams.
• Experience managing Support operations, including ticketing & CRM systems, SLAs, and performance metrics.
• Excellent communication, problem-solving, and decision-making skills.
• Ability to execute on strategy while maintaining strong attention to operational detail.
• Customer-first mindset with a passion for delivering exceptional service experiences.

Nice To Haves

• Experience in B2B SaaS, particularly supporting ERP or financial systems.
• Familiarity with public sector or local government clients.
• Experience with Support tools such as Microsoft Dynamics 365, Zendesk, or similar platforms.
• Exposure to scaling Support teams in a high-growth environment.
• Experience working cross-functionally with Product, Engineering and QA teams.

Responsibilities

• Lead, manage, and develop a team of Tier 1 Support Specialists, including hiring, onboarding, training, coaching, and performance management.
• Execute the Client Services strategy defined by the VP of Client Services, ensuring alignment with company goals and customer expectations.
• Oversee daily Support operations, including ticket queues, SLAs, response times, and resolution quality across phone, email, and ticketing systems.
• Ensure consistent adherence to company policies, SOPs, and quality expectations.
• Establish and monitor key performance indicators (KPIs) to drive team productivity, efficiency, and customer satisfaction.
• Provide guidance and escalation support for complex customer issues, ensuring timely and effective resolution.
• Foster a customer-first culture focused on responsiveness, empathy, and problem-solving.
• Collaborate with Product, Delivery, and QA teams to communicate customer feedback, identify trends, and improve product functionality.
• Drive process improvements, documentation standards, and knowledge base development to enhance team effectiveness and scalability.
• Support onboarding and continuing education initiatives to ensure team members are well-equipped with product knowledge and Support best practices.
• Analyze Support trends and metrics to identify opportunities for operational improvements and proactive customer engagement.

Benefits

• You’ll join a growing, highly collaborative team where your work directly impacts customer success and product evolution.

What This Job Offers

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