Client Services Manager

About the role

Golden Care is a concierge care company serving and supporting families in the San Diego community. Our mission is to provide compassionate, personalized in-home care that fosters trust and understanding. We seek a Client Services Manager to lead client relationships, service delivery, and business growth.

Responsibilities

• Serve as the primary point of contact for assigned clients and their families.
• Build and maintain strong, trusting relationships through consistent communication and support.
• Maintain accurate and confidential client records and communications.
• Identify, pursue, and secure new client opportunities through networking, referrals, and community outreach.
• Develop and deliver presentations, proposals, and service information to prospective clients and referral partners.
• Collaborate with leadership, marketing, and operations teams to support growth initiatives.
• Track referrals, leads, client conversions, and client on-boarding.
• Support client retention efforts by maintaining strong relationships and ensuring high-quality service delivery.
• Lead, mentor, and support members of the client services team.
• Assign responsibilities, monitor performance, and provide coaching and constructive feedback.
• Promote a culture of professionalism, accountability, and client-centered care.
• Develop and implement workflows and processes that improve efficiency and service quality.
• Monitor and analyze client satisfaction, service quality, retention rates, and key performance indicators (KPIs).
• Prepare reports and provide recommendations to leadership regarding service improvements and growth opportunities.
• Participate in quality improvement initiatives and organizational planning efforts.
• Perform other duties and special projects as assigned.

Requirements

• Strong leadership and team management skills.
• Exceptional client relationship-building and customer service abilities.
• Business development, networking, and sales aptitude.
• Effective conflict resolution and problem-solving skills.
• Excellent verbal and written communication skills.
• Strong presentation and interpersonal skills.
• Effective time management and organizational abilities.
• Analytical thinking and reporting capabilities.
• Ability to manage multiple priorities, clients, and projects simultaneously.
• Proficiency in CRM systems and Microsoft Office applications.

Qualifications

• Associate's or Bachelor's degree in Social Work, Human Services, Healthcare Administration, Business Administration, or a related field preferred.
• Minimum of two (2) years of experience in client services, home care, case management, healthcare, business development, or a related field.
• Previous supervisory or management experience preferred.
• Demonstrated success in developing client relationships and generating business opportunities.
• Strong interpersonal, communication, and problem-solving skills.
• Proficiency in CRM software and Microsoft Office Suite.
• Valid driver's license and reliable transportation for client visits and community outreach activities.
• Documentation of a current negative tuberculosis (TB) test or willingness to obtain TB clearance prior to employment.

Work Environment

• Hybrid work environment combining office-based work, remote work, regular travel to client homes, healthcare facilities, referral partner locations, and community events.
• Typical office hours are Monday through Friday, 8:00 AM to 5:00 PM.
• May require occasional evening, weekend, and holiday availability based on operational needs.
• Fast-paced, client-focused environment requiring flexibility, initiative, and proactive problem-solving.
• Ability to manage multiple priorities while maintaining professionalism and high service standards.

On-Call Responsibilities

• Participate in a rotating on-call schedule to provide after-hours support for clients, families, caregivers, and urgent operational needs.
• Respond promptly to client and caregiver concerns, schedule changes, call-offs, emergencies, and service-related issues during assigned on-call periods.
• Coordinate with caregivers, clients, and internal team members to ensure continuity of care and uninterrupted service delivery.
• Document and communicate all after-hours activities, incidents, and resolutions to appropriate team members for follow-up.
• Exercise sound judgment and problem-solving skills when addressing urgent situations and escalating issues as needed.

Compensation & Benefits

• Competitive salary based on experience.
• Mileage reimbursement for approved business travel.
• Paid Sick Leave and "Unlimited" Paid Time Off (PTO).
• 401(k) retirement plan.
• Health insurance.