Client Service Manager

Job Summary

The Client Service Manager (CSM) is responsible for leading on-site operations across one or more client locations. This role oversees daily service delivery, employee performance, client relationships, operational excellence, financial performance, and compliance with SPS policies. The CSM serves as the primary client contact, ensuring exceptional service while driving continuous improvement and team development.

Key Responsibilities

• Serve as the primary day-to-day client contact and maintain strong client relationships.
• Ensure high-quality service delivery and client satisfaction.
• Implement SPS governance standards, policies, and best practices.
• Lead operational improvements, process optimization, and special projects.
• Resolve client, operational, and employee issues, including escalations.
• Conduct regular site inspections and maintain a safe work environment.
• Manage vendors, equipment, supplies, and facility resources.
• Track service metrics and ensure KPIs/SLAs are achieved or exceeded.
• Participate in monthly and quarterly business reviews.
• Manage account profitability, budgets, payroll, billing, and financial performance.
• Monitor P&L, gross margins, forecasting, and resource utilization.
• Ensure accurate reporting and timely completion of operational deadlines.
• Lead, coach, and develop supervisors and site employees.
• Manage staffing, scheduling, performance reviews, and employee documentation.
• Foster employee engagement, retention, and career development through coaching and cross-training.
• Ensure compliance with SPS policies, employment regulations, and workplace safety standards.
• Ensure compliance with OSHA, EEOC, SPS policies, and client requirements.
• Report security, personnel, or data incidents immediately.
• Maintain accurate operational records and documentation.

Qualifications

• High School Diploma or equivalent required.
• 5+ years of operations management and client relationship experience.
• Previous experience leading teams of 5–10 or more employees.
• Strong leadership, communication, and organizational skills.
• Experience working with executive-level clients and stakeholders.
• Proficient with Microsoft Office and business systems.
• Industry experience preferred.

Core Competencies

• Client-focused with a results-driven mindset.
• Strong leadership, coaching, and decision-making skills.
• Excellent communication and presentation abilities.
• High integrity, professionalism, and business ethics.
• Strong problem-solving, organization, and attention to detail.
• Ability to manage multiple priorities in a fast-paced environment.

Physical Requirements

• Ability to stand, walk, bend, kneel, and sit for extended periods.
• Frequently lift and move up to 40 lbs. (up to 60 lbs. using wheeled equipment).
• Ability to operate standard office equipment and perform computer-based work.
• Ability to meet the visual requirements necessary for the role.

Travel

Up to 25% local travel.

What We Offer

• Career Growth: An opportunity to enter a job that allows you to learn new skills or use a variety of them that may lead you to uncover other career opportunities!
• Learning & Development: At SPS, we promote a work culture of learning so that you can develop to be the best at what you do!
• We Recognize Talent: We offer a variety of recognition programs for all levels of employees!
• Benefit Offerings: Medical, Dental, Vision, HCFSA, DCFSA, HSA, Commuter Transit and Parking, Supplemental Life Insurance, Accident Insurance, Critical Illness, Hospital Indemnity, Legal Program, Identify Theft Protection, Pet Discounts, Pet Insurance, Group Home and Auto Insurance, EAP, Short Term Disability, Life Insurance, Education Discounts, 401k w/ matching, Entertainment Discounts, & Paid Time Off.

About SPS

SPS is an award-winning employer of choice offering outsourcing solutions that leverage Intelligent Automation (Artificial Intelligence & Robotic Process Automation) in more than 22 countries across the globe. In North America, our services include Mailroom Management (both physical and digital), Office Services such as Reception, Lobby Concierge and Conference Room Management in addition to Document Processing Services utilizing leading edge technologies. Our clients today are companies in sectors such as banking, insurance, legal, higher education, advertising and other professional services, including many Fortune 500 companies. SPS is committed to delivering high caliber outsourcing experience to our clients and offering our employees challenging and exciting career opportunities throughout the North America region and globally. SPS is committed to investing in the professional development of our employees and offers competitive comprehensive benefits and diverse development training programs that lead to building careers.

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