Client Services Manager (Remote)

The Gig:

Participate in client meetings including escalation discussions, when needed

Ensure team is executing on client activity and proactively engaging Client Service Leads, Directors, and other internal teams as needed on open items

Review and analyze performance of client deliverables daily (includes work completed onshore and offshore), reviewing risk areas with team members as needed

Ensure team meets and/or exceeds daily work volumes and productivity metrics

Identify and communicate trends or areas of improvement (both client and role specific)

Provide operational performance reports to client leadership team, identifying successes, risks and needs weekly

Ensure quality assurance checks are happening across team deliverables

Collaborate with Directors, AVP's and Client Services Leads on special projects

Point of escalation (from internal resources) for client deliverables for which their team is responsible for

Evaluate daily and weekly team capacity, collaborate with leader and other Client Services Managers to offset any capacity deficits

Oversite of the Team Queues within Clarizen and Client Desk, ensuring work is being pulled by the team each day/week; this includes setting due dates in Clarizen for tasks/milestone completion

Share in leadership of daily team stand-up meetings to communicate business initiatives and review deliverables such as open cases, file activity and other related client maintenance tasks

Manage and develop team members by conducting regular 1:1’s, reviewing work, processes, and other team member needs in order to ensure successful execution of assigned tasks

Ensure new team member training is completed and support overall learning paths for all team members, aligning resources as needed

Support transition of new clients from onboarding to onshore and offshore ongoing resources

Responsible for the execution and delivery of performance management & compensation process/routine across their Pod

Operate as a domain leader of one or more roles within the Team

What You Need to Make the Cut:

5-7 years of direct industry or equivalent experience

3+ years team lead/management experience

Experience with:

Delegation, Directing and Leading Change

Managing quality and a Customer Service Mindset

Fact based management and Strong Leadership Communication

Driving Results with Urgency

Team Building, Coaching & developing others

Workload Prioritization and Management Across Large Projects and Teams

*Experience in account management is strongly encouraged.

The pay range for this position is $79K - $107K per year (pay to be determined by the applicant’s education, experience, knowledge, skills, and abilities, as well as internal equity and alignment with market data).

This role is eligible to participate in the quarterly bonus incentive plan.