Client Services Manager

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Client Services Manager based in the United States. The Client Services Manager leads a team of account management professionals while overseeing a portfolio of high-value client relationships in a remote-first environment. This role combines strategic account ownership, people leadership, and operational excellence to strengthen client retention and drive sustainable growth. You will coach and develop team members, establish performance standards, and ensure consistent delivery of high-quality client support. Working cross-functionally with operations, IT, quality assurance, and professional services teams, you will resolve escalations and improve service outcomes. You will also identify opportunities to expand client relationships, support new program launches, and maintain strong communication across stakeholders. The ideal candidate is a proactive leader who combines hands-on account management expertise with sound judgment, analytical thinking, and a commitment to accountability. This is an opportunity to make a meaningful impact within a collaborative organization dedicated to supporting nonprofit fundraising initiatives.

The Client Services Manager is responsible for leading the account management team, maintaining strategic client relationships, and ensuring operational consistency across the department. The role requires proactive problem-solving, clear communication, and strong ownership of client and team outcomes. Lead, coach, and develop Account Executives and Junior Account Executives through weekly one-on-one meetings, team meetings, performance reviews, and structured development plans. Monitor team KPIs and competencies, document performance, address underperformance, and collaborate with HR on corrective actions when necessary. Participate in recruitment, conduct structured interviews, oversee onboarding, and manage competency-based 90-day probationary reviews for new team members. Own a portfolio of high-value client accounts, serving as the primary point of contact and maintaining strong relationships to support client satisfaction, retention, and growth. Lead pre-campaign and post-campaign meetings, ensure consistent account management practices across the team, and support new client launches through program setup, internal coordination, and go-live readiness. Manage contract renewals at least 90 days before expiration, ensure the team meets renewal deadlines, and assist with negotiating client agreements, quotes, and contracts. Monitor account health, identify retention risks early, and uncover opportunities for upselling and cross-selling products and services. Enforce escalation procedures, resolve client issues promptly, and escalate matters to the appropriate leadership level when required. Ensure tickets are handled within established service-level agreements (SLAs), uphold response-time standards, coordinate PTO coverage, and participate in the rotating on-call schedule. Oversee the resolution of pledge errors, cross-pledges, overcharges, and other billing or data discrepancies in collaboration with relevant teams. Partner with Call Center Operations, Quality Assurance, IT, and Professional Services to address service challenges and improve the client experience. Prepare weekly and quarterly performance reports, develop client-specific reporting as needed, record client meetings and notes in FunnelMaker, and maintain up-to-date departmental procedures. Review client feedback and satisfaction survey results, coach team members on improvement opportunities, and participate in relevant industry events, both onsite and virtually, as needed. Requirements: The successful candidate combines proven account management experience with people leadership skills and the ability to manage complex client relationships in a fast-paced, service-oriented environment. Strong ownership, sound judgment, analytical capabilities, and effective communication are essential to success in this role. High school diploma, bachelor's degree in a relevant field, or equivalent professional experience. At least 3 years of account executive or account management experience, preferably in a call center or business process outsourcing (BPO) environment. At least 2 years of supervisory or people management experience, including coaching, performance documentation, and accountability for direct reports. Demonstrated success managing a portfolio of client accounts, including contract renewals, client retention, and relationship development. Strong analytical skills, with the ability to interpret performance data, identify trends, and translate findings into actionable improvements. Proficiency in Microsoft Office applications, including Outlook, Excel, Word, and Teams. Excellent organizational skills and the ability to manage competing priorities, multiple projects, and deadlines with strong attention to detail. Clear, professional communication skills and the ability to collaborate effectively with stakeholders at all organizational levels. Strong problem-solving abilities, sound professional judgment, and the capacity to make timely decisions under pressure. A high degree of ownership, initiative, and follow-through, with the ability to anticipate risks, resolve issues, and communicate proactively. Demonstrated leadership skills, including setting expectations, delivering constructive feedback, maintaining consistent standards, and supporting team development. A commitment to operational excellence, including adherence to policies, service-level agreements, accurate documentation, and continuous process improvement. Preferred Qualifications: A bachelor's degree or equivalent relevant professional experience. Experience in direct-response television (DRTV) or public media fundraising. Familiarity with JIRA or similar ticketing and issue-tracking systems. Experience using CRM platforms or meeting-tracking tools such as FunnelMaker. Benefits: Annual salary: $52,000–$55,000. Remote work: Work from home with no daily commute. Equipment provided: Company laptop and headset. Internet stipend: Monthly contribution toward internet expenses. Health coverage: Medical, vision, and dental insurance. Flexible spending options: Access to a Flexible Spending Account (FSA) and Health Savings Account (HSA). Additional protection: Personal accident insurance. Retirement savings: 401(k) and Roth retirement plans with employer matching. Paid time off: Tiered PTO based on length of employment. Employee support: Discounts and life services through the Optum Employee Assistance Program (EAP). Collaborative culture: Join an experienced, supportive team with an average employee tenure exceeding six years. Inclusive workplace: Work in an equal opportunity environment that values diversity and bases employment decisions on merit, competence, performance, and business needs.