Client Services Manager Job Description: Top Duties and Requirements

A Client Services Manager, or a Customer Service Manager, oversees a team of people who serve clients to ensure client satisfaction is achieved in accordance with business goals. Their duties include working directly with clients, overseeing a team of Client Service Representatives, and crafting client services strategies. 

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Client Services Manager duties and responsibilities

For Client Services Managers to accomplish their job effectively, they need to fulfill quite a few job requirements. Some important duties and responsibilities of the position include:

  • Interacting and building relationships with clients to ensure their satisfaction
  • Managing a team of Client Services Representatives
  • Creating client service strategies and overseeing their implementation
  • Maintaining accurate client records
  • Drafting accurate reports for management about whether business goals are being met
  • Making recommendations for improvement based on performance metrics 
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Client Services Manager Job Description Examples:

 

Example 1

Position Title: Client Services Manager (Union exempt) Location: Commissionaires – Regional Office – Nanaimo, BC Section: Operations Reports to: Chief Operations Officer Hours: [phone number]to [phone number], Monday to Friday - excluding Stats (May be required to work outside these hours from time to time) Posting Closes: 14 July [phone number]Position Summary The Client Services Manager (CSM) is responsible to the Chief of Operations (COO) for the day-to-day management of assigned client contracts. The key functions of this position are to grow the Central Island team by fostering excellent client relations, which includes the close monitoring of the performance of the Division’s personnel at all sites; responding to client concerns; the preparation of contract proposals, policies and procedures; and performing other duties as required. JOB Duties AND Act as the Supervisor for assigned client sites; Determine client service requirements. Liaise with clients on a frequent basis through sites visits and direct communications. Assist supervisors in the preparation and review of Post Orders. Implement quality client-service standards; resolve problems; Complete operational audits; determining system improvements or accidents involving Commissionaires at assigned sites; Conduct internal ISO Audits Conduct Worksafe BC Investigations Oversee and respond to staffing issues; Maintain contract files; negotiate contract & billing rate renewals Coordinate and where required, conduct Site Security and Client Need Assessments; Assist in the research and preparation of proposals for existing or new contracts; Oversee and respond to staffing issues in conjunction with COO and HR; Identify opportunities to add additional services to existing accounts Provide value added electronic security consulting to various clients Manage staff vacation requests Investigate incidents involving discipline or sub-standard performance by employees. Where necessary, acts to correct deficiencies. Work with HR Recruiter; communicate staffing needs and oversee the assignment of guards to permanent positions Search for and pursue business development opportunities with existing and potential clients. Perform other duties as required Essential AND RATED Qualifications FOR THE Position Essential Qualifications - Education and Experience Degree or Diploma in security or business would be an asset. Rated Qualifications - Knowledge and Skills Requirements A thorough understanding of client management through relationship building, A thorough understanding of contract management, including the preparation of contracts, development of billing rates, the preparation of contract summaries and utilization of time sheets. An understanding of security procedures and electronic technologies (CCTV, Access Control, Intrusion systems). A solid understanding of marketing practices and strategies. Proven leadership abilities, including the capability to exercise authority fairly and objectively. Have a sound working knowledge of the BC Labour Code, the Employment Standards Act for BC and the Yukon, the Human Rights Code and Collective Agreements for unionized employees. Excellent time management and organizational skills, including the ability to multi-task, prioritize work, work well under pressure, and meet deadlines. Must display a strong work ethic, initiative and be a team player. Must be detail oriented, proactive and strive for quality work for superior customer service. Excellent problem-solving and analytical skills, with both individuals and in group situations. Good interpersonal skills and ability to maintain good working relationships with clients, employees, and union officials. Proven communication skills, including effective writing in the preparation of reports, briefings, and contract submissions. Excellent computer skills, including the ability to prepare documents using Microsoft Office Suite applications (MS Word, Excel, Outlook (e-mail) and PowerPoint) and client management software. We thank all applicants for their interest in this opportunity; however, only those selected for an interview will be contacted

Example 2

BuzzFeed BuzzFeed is the world's leading independent digital media and tech company, with a cross-platform news and entertainment network that reaches hundreds of millions of people globally and spreads Joy and Truth across the internet. Our portfolio of brands are household names that people rely on to inform and entertain, including: BuzzFeed, BuzzFeed News, Tasty, Nifty, Bring Me, Cocoa Butter, Pero Like, Worth It, and Unsolved to name a few! These properties and their Creators reach over 134M people a month through articles, lists, videos, animations, quizzes, podcasts, original series, newsletters and more. The Role The Client Services Manager leads the creation of strategic sales proposals and develops ideas and concepts to solve client goals. The proposals are deeply rooted in storytelling and insights. The Client Services Manager serves as the client's primary point of contact and ensures the success of the program. This is a 12 month contract role. You Have 3 years' experience working at a publisher, media or creative agency managing a brand's digital advertising strategy, creative development and buying activities (strongly preferred) Experience partnering with internal teams to brainstorm solutions that achieve client goals and future needs Experience in a client-facing and interfacing role and comfortable presenting to different audiences, tailoring messages accordingly Experience working on complex multi-touch point, production heavy, large spend programs with proven success/client growth Experience reporting and monitoring program performance and delivery by working with distribution and advertising operations teams Proven project management experience and ability to navigate and communicate timelines and deliverables (internally and externally) with accuracy Experience and ability to tell the story using data, research and insights research Keynote, Powerpoint, Excel, Google Product Suite and/or Basecamp, Slack and Boostr knowledge and prior experience using You Will The Client Services Manager partners with Brand Strategy (sales) in building successful client relationships, growing the partnership and selling through BuzzFeed solutions and strategy. Helps internal teams to maintain successful agency and advertiser relationships Possesses general knowledge of all aspects of digital media industry and clients' business and the ability to apply that knowledge to provide meaningful insights, counsel and planning for the client's business and BuzzFeed assignments. Enters and manage insertion orders within third-party and internal sales operations systems Serves as the client's primary point of contact for the program while providing reporting, monitoring program performance and delivery Partners with Creative, Production, Distribution and other internal teams to successfully launch and manage programs and production schedules All job applications must be received through the official BuzzFeed Jobs board ( ), including referrals. It is BuzzFeed's practice to not schedule job interviews until after an application is submitted through our jobs board. Life at BuzzFeed At BuzzFeed, we believe our work benefits from the diverse perspectives of our employees. As such, BuzzFeed celebrates inclusion and is committed to equal opportunity employment. At BuzzFeed, you can expect: A supportive, inclusive atmosphere on a team that values your contributions Opportunities for personal and professional growth via work experience, offerings from our in-house Learning @ BuzzFeed team, our Employee Resource Groups, and more An attractive and equitable compensation package, tailored for each local market Plenty of snacks (healthy and indulgent), catered lunches, beverages, [website] BuzzFeed is the world's leading tech-powered media company, with a cross-platform news and entertainment network that reaches hundreds of millions of people globally. The company aims to spread truth and joy across the internet by producing articles, lists, quizzes, videos, original series; lifestyle content through brands including Tasty, the world's largest social food network; original reporting and investigative journalism through BuzzFeed News; strategic partnerships, licensing and product development through BuzzFeed Marketing; and original productions across broadcast, cable, SVOD, film and digital platforms for BuzzFeed Studios. BuzzFeed is proud to be an equal opportunity workplace. All qualified applicants will receive consideration for employment without regard to, and will not be discriminated against based on age, race, gender, color, religion, national origin, sexual orientation, gender identity, veteran status, disability or any other protected category.

Example 3

Who are we? Founded in [phone number]by Barry F. Lorenzetti, BFL Canada is one of the largest employee-owned and operated Risk Management, Insurance Brokerage and Employee Benefits consulting services firms in Canada. The firm has a team of over 900 professionals located in 21 offices across the country. BFL Canada is a founding Partner of Lockton Global LLP, a partnership of independent insurance brokers who provide risk management, insurance and benefits consulting services in over 140 countries around the world. Here, at BFL, our employees have the freedom to demonstrate their own creativity, leadership and because we strongly believe in them. We are a national collaborative team that thrives in a fast-paced environment. What your day as Client Service Manager looks like: Proactively manages a book of business by reviewing the client’s exposure and loss history and proposing appropriate coverage’s and/or solutions. Where necessary, develops account strategies, presentations and other forms of communication with client. Ensures maximum retention of book by providing exceptional client service by regularly contacting existing clients to ensure quality service is being delivered and needs are met and exceeded. Responds to telephone calls and written inquiries from clients and underwriters in a timely and professional manner. Identifies needs of prospective clients through research and involvement with relevant resources, utilizes division and corporate resources when possible. Places new business as well as renewals and endorsements in a timely and efficient manner. Reviews policy wordings and other documentation for accuracy and completeness; Participates in industry functions and targeted public relations activities; Maintains extensive market relationships; Oversees the preparation of underwriting submissions, maintains appropriate documentation for various accounts and/or correspondence; Maintains expiry lists, records, and policy files to ensure that they are organized and up to date; Requests and follows up with insurers for outstanding information, endorsements or policy documentation; Creates abeyances and follows up for outstanding items from underwriters, marketers and clients; Establishes appropriate procedures for claims administration and loss prevention activity; Monitors and follows up on outstanding client receivables; Works with Accounting to resolve accounting discrepancies and related issues; Follows BFL policies and procedures, including security and quality procedures, as currently set out and as amended from time to time; Other miscellaneous duties and special projects as required. What you bring to the table: University degree (typically in business or finance) or equivalent work experience; At least 3-5 years of in insurance brokerage; AMF licensed; Ability to work well independently, as part of a team and with others throughout the organization; Good project management and presentation skills; Good knowledge of Microsoft Word, Excel and PowerPoint; Attention to detail and effective time management; Customer focused and service oriented; Bilingual (French and English). Perks: You will be working in a thriving, progressive and insurance brokerage company; Competitive salary, telemedicine services, employee assistance program, from your first day; A culture that encourages and supports continued education. Our Montreal office is located at the heart of downtown Montreal, the largest city in Quebec. Our employees can benefit from the numerous exciting activities organized in the neighborhood.

What does a Client Services Manager do?

At its core, a Client Services Manager position exists to ensure that clients are satisfied with the business they are working with. Client Services Managers do whatever it takes within the constraints of set business goals to accomplish this task, whether they have to work with the clients directly or oversee a team of representatives that work with customers. The ultimate goal is to increase sales and maximize customer satisfaction through direct interaction and the implementation of certain strategies.

Client Services Manager skills and qualifications

To get the job done right, a Client Services Manager needs to have several skills and qualifications. Some of the relevant skills for the position include:

  • Written and oral communication skills
  • Creative problem-solving skills
  • Knowledge of CRM systems like Salesforce
  • Active listening and empathy traits
  • Decision-making skills
  • Analytical thinking and data analysis skills

Client Services Manager experience requirements

Given that this is a management position, there are extensive experience requirements for the job. Ideally, a candidate will have three to five years of experience in a customer service role with previous experience as a manager. If a larger client base or direct people management is involved, it may make sense to increase or change requirements due to the demands of the job.

Client Services Manager education and training requirements

Client Services Managers have a lot of responsibilities and must be adept at strategizing and managing, so formal education is typically required. While most positions do not require as much as a master’s degree, a bachelor’s degree in business or a related field is generally a basic requirement.

Client Services Manager salary expectations

According to Indeed Salaries, the average salary for a Client Services Manager in Canada is $54,317 per year. This average isn’t necessarily representative of every available salary for the position, as location, company and experience can influence it quite a bit.

Job description samples for similar positions

If a Client Services Manager isn’t quite the position you’re looking for, some similar job description samples include:

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Client Services Manager job description FAQs

What qualities should you look for in a Client Services Manager?

Industry knowledge is beneficial to any kind of client services position, but may not always be a necessity at the beginning. The details about what a company offers to clients are much easier to teach than client service skills. Candidates should bring customer service skills of their own to the position. They should be polite, friendly, communicative, and persuasive. They should also have excellent presentation and communication skills to effectively deliver information to upper management and stakeholders in the company.

Who reports to a Client Services Manager?

A Client Services Manager is typically in charge of a team of Client Service Representatives. These representatives report to the Manager and support them by ensuring customer satisfaction and increasing sales in accordance with set business goals. Other members of the customer service team may also report to the Client Services Manager, such as Client Account Managers and Client Advisors.

Whom does a Client Services Manager report to?

A Client Services Manager reports to upper-level management of a company, such as executives or potentially the CEO. Creating reports for upper management is an essential part of a Client Services Manager’s job. They need to create detailed metrics of customer service efforts, presentations, and pitching strategies for improvement for members of upper management. To that end, Client Services Managers may also report to relevant stakeholders in the company.

How can you make your Client Services Manager job description stand out?

Highlight that the position is about facilitating growth rather than just managing a team of Client Services Representatives. Include the need for candidates to be able to develop strategies for improvement to meet sales goals and increase overall efficiency. After all, the job isn’t solely about keeping the client services department running, but rather making it run better than it ever has. Ensure that your job description includes information about salary and any other competitive benefits your organization offers.

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