Client Service Manager

Seattle, Washington, United States – On-site

About the role

The Client Service Manager (CSM) oversees multiple sites or projects on-site with our client. This position is responsible for daily service delivery, employee management, overall customer satisfaction, and strict adherence to all SPS policies. The CSM acts as the primary daily client contact while managing on-site staff for all supervisory functions. The role ensures the highest level of service to clients and SPS employees while maintaining a professional image through prompt, courteous, and efficient service.

Responsibilities

• Proactively institute the SPS Governance Model to ensure client satisfaction.
• Standardize policies and procedures, including statistical monthly reporting and benchmarks.
• Drive operational improvements and solution design.
• Troubleshoot and resolve all client, site management, and site staff issues.
• Coordinate, implement, and oversee special projects.
• Lead vendor partner negotiations.
• Manage site financials, including hours, gross margin spread, profitability, and growth.
• Serve as a knowledgeable resource regarding OSHA, EEOC, and processes for handling complaints.
• Manage direct reports, including managerial staff.
• Assist in the development of training materials and execution of formal training sessions.
• Support business development internally and as directed.
• Maintain consistent communication with client and SPS at all levels.
• Manage the receipt, delegation, and successful completion of all client requests.
• Handle escalations as needed if the Supervisor is unable to resolve issues.
• Meet all client and SPS deadlines.
• Manage all resources within the operation, including people, hardware/software, and facilities.
• Coordinate staff schedules with supervisors to ensure appropriate staffing levels and coverage for PTO, sickness, and emergencies.
• Maintain a safe working environment for SPS staff.
• Track all client requests using the approved tracking mechanism for activity and performance.
• Maintain metrics for monthly reporting of KPIs/SLAs.
• Oversee all equipment, supply, and messenger vendors to comply with the SPS contract.
• Perform daily walkthroughs to observe team performance for site inspections.
• Document any incidents and inform the client and SPS immediately.
• Maintain site P&L at proforma levels or above.
• Ensure all deadlines for payroll, billing, and A/R collection are met.
• Oversee monthly budget forecasts for the account.
• Maintain Client Satisfaction Index (CSI) at or above the previous score.
• Participate in Monthly and Quarterly Client Business Reviews.
• Maintain Employee Satisfaction Index (ESI) at or above the previous score.
• Participate in SPS-sponsored events.
• Establish and maintain accountability to next higher leadership authority.
• Coach, develop, and cross-train the operations team to grow their careers.
• Set and communicate individual responsibilities, operational issues/concerns, daily goals, service improvements, and customer expectations to each staff member.
• Develop, appraise, and counsel staff to reduce turnover, improve employee satisfaction, and increase promotability.
• Maintain consistent documentation monitoring the status of each employee.
• Provide annual employee performance evaluations and reviews as directed by SPS.
• Adhere strictly to all SPS policies and procedures.
• Serve as a knowledge resource regarding SPS policies and procedures.
• Exceed all contractual and client KPIs/SLAs.
• Immediately report any personnel, security, or data breach incidents to the SPS leadership team.

Requirements

• High School Diploma (or equivalent) required.
• Minimum of 5+ years of experience in high-level relationship building and operational management.
• Previous management/supervisor experience overseeing 5-10 employees.
• Ability to build business relationships and interact effectively with “C” level executives.
• Solid understanding of selling skills.
• Exceptional computer skills.
• Industry-related experience is a plus.
• Driven by client satisfaction, with a proven track record of diplomacy and ownership.
• Strong integrity and solid business ethics.
• Strong team approach to account management.
• Creative strategic thinking and performance.
• Required to maintain an overall professional appearance and attitude.
• Adhere to all policies and procedures required.

Skills

• Results-oriented.
• Driven by client satisfaction.
• Strong integrity and solid business ethics.
• Excellent presentation and interpersonal skills.
• Excellent English written and oral communication skills.
• Expert in customer service skills, professional attitude, and appearance.
• Good organizational skills.
• Ability to maintain confidentiality.
• Attention to detail.
• Ability to function with a high level of patience, tact, and diplomacy to defuse anger and collect accurate information.
• Able to convey information and ideas through speech in ways that others will understand.
• Able to listen to and understand information and ideas presented through spoken words and sentences.
• Able to speak clearly so listeners understand, identify, and understand the speech of another person.
• Personable, articulate, knowledgeable, and professional in presenting oneself in a professional setting.
• Flexibility in dealing with simultaneous projects.

Physical Demands

• Fine and/or gross motor skills, including the ability to grasp, lift, and/or carry or otherwise move packages on a standard wheeled cart with a load capacity of 60 lbs.
• Ability to walk, bend, kneel, stand, and/or sit for extended periods.
• Manual dexterity required for operating office machinery (phone, copy machines, binding equipment, etc.).
• Physically able to talk on the phone and input data simultaneously.
• Ability to lift or move 40 lbs. or greater frequently.
• Specific vision abilities required include close vision, distance vision, ability to adjust focus, and ability to match or detect differences between colors, including shades of color and brightness.

Travel

Some local travel is required for this position, approximately up to 25%.

Pay

Pay Range: $80,000 - $80,100 USD

Benefits

• Career Growth: Opportunity to learn new skills or use a variety of them, potentially uncovering other career opportunities.
• Learning & Development: Promotes a work culture of continuous learning.
• Recognition Programs: Available for all levels of employees.
• Paid Time Off (PTO):
  • Full-time: Minimum of 80 hours/calendar year (may increase based on tenure and/or assigned account).
  • Part-time/temporary: Minimum of 1 hour for every 30 hours worked.
• Bonuses: Available for employee and client referrals for current employees.
• Benefit Offerings:
  • Medical, Dental, Vision
  • HCFSA, DCFSA, HSA
  • Commuter Transit and Parking Pre-Tax Plans
  • Supplemental Life Insurance, Accident Insurance, Critical Illness, Hospital Indemnity
  • Legal Program, Identity Theft Protection
  • Pet Discounts, Pet Insurance
  • Group Home and Auto Insurance
  • Employee Assistance Program (EAP)
  • Short Term Disability, Life Insurance
  • Education Discounts
  • 401k with matching
  • Entertainment Discounts

About SPS

SPS is a global workplace solutions and business transformation company operating in more than 20 countries. Across North America, we help clients enhance workplace experiences and business operations through services including workplace support, physical and digital mailroom solutions, intelligent document processing, reception and concierge services, and other business support offerings. Our clients include leading organizations across banking, insurance, legal, higher education, professional services, and many Fortune 500 companies.