Senior Manager, Client Services

Senior Manager, Client Services

Location: Remote-US

Salary: $100K + 15% target bonus

The Senior Client Services Manager is responsible for daily operations across a team that oversee client relationships for credentialing clients. as well as assisting department directors and leadership with projects and deliverables related to specific client assignments.

This role is a full-time, permanent position, Monday to Friday during general office hours, with availability to support critical issues on occasional evenings and weekends. This is a fully remote position.

Role Responsibilities

• Leadership responsibilities for their Client Services team, including onboarding and training of staff, performance reviews, goal setting, team meetings, personal development etc.
• Maintain active and positive client relationships through team members and direct client engagement as needed
• Drive operational excellence through process optimization and implementation of best practices.
• Ensure contractual obligations and SLAs are met while maintaining high service standards.
• Partner with senior leadership to shape the future direction of client services, contributing to policy and process improvements.
• Participate in strategic discussions with senior leadership regarding topics of staffing, performance, future state planning, etc.
• Assist and collaborate with department leadership regarding staff, daily operational tasks and management of client relationships.
• Implementing cross-training across the group for business continuity purposes.
• Influencing across departmental leadership regarding staff, daily operational tasks and management of client relationships.
• Develop and retain an understanding of current proprietary software(s) and client platforms.
• Sense of urgency and accountability for responding to escalations as well as internal and external client requests via email or ticketing systems.
• Enforce a support structure within the Client Services team which sets them up for success when servicing clients.
• Foster positive client relationships by overseeing staff's appropriate responses to client requests, addressing issues, guide and assist staff in investigations and resolving escalations, and coordinating tasks to meet deadlines and SLAs.
• Participate in program implementation and integration meetings with clients, attend standing meetings for current clients to address ongoing concerns or requests as required.
• Review and suggest process updates to improve efficiencies and eliminate redundances.
• Ensure all existing clients are being serviced to both their contractual and service level agreements.
• Participate in operational and planning meetings and attend calls to fulfil client deliverables as needed, including onboarding calls.
• Work with people across PSI to foster exceptional relationships and resolutions to tickets.
• Review and approve timesheets and PTO requests.
• Project management and the ability to manage multiple project assignments, timelines, deliverables, and milestones including successful delivery of examination republications, new examination programs and beta testing.
• Create and maintain relevant client reports.

Knowledge, Skills and Experience Requirements

• Bachelor's degree or equivalent professional experience required
• Minimum of 7 years of experience in client services, account management, or customer success
• At least 3 years in a management role responsible for a team of professionals
• Demonstrated expertise in strategic planning and process optimization.
• Experience in using CRM software (such as Salesforce & Jira) managing inbound case work
• Deep understanding of SLA and KPI management & development
• Ability to develop, lead, and provide analysis on small to mid sized projects with crossteam impacts
• Manage and oversee the daily operations of the Client Services team, ensuring efficient and effective workflows and processes.
• Help develop and implement strategies to optimize team performance and achieve department goals and targets.
• Strong analytical skills with experience in data-driven decision-making.
• Experience in customer service or client management environments is essential.
• Working knowledge of browser-based software, API, LTI, SSO, and similar technologies preferred.
• Strong written and verbal communication skills, with experience drafting professional client correspondence, process documentation and business cases
• Experience in people management and mentoring is essential.
• Experience in the testing industry and working with developers and IT teams is helpful.
• Knowledge and proficiency in Microsoft Office, especially Excel, Word and Outlook is desirable.

Benefits & Culture

At PSI, our culture is to be transparent and fair. That's why all of our roles have been benchmarked at a competitive rate against the local market they are based in. To be transparent all of our adverts now include the salary so you can see if we align with your expectations when looking for your next role.

In addition to a competitive salary, we offer a comprehensive benefits package and supportive culture when you join us. This includes:

• 401k/Pension/Retirement Plan with country specific employer %
• Enhanced PTO /Annual Leave
• Medical insurance country specific
• Dental, Vision, Life and Short-Term Disability for US
• Flexible Spending Accounts for the US
• Medical Cashback plan covering vision, dental and income protection for UK
• Employee Assistance Programme
• Commitment and understanding of work/life balance
• Dedicated DE&I group that drive core people initiatives
• A culture of embracing wellness, including regular global initiatives
• Access to supportive and professional mechanisms to help you plan for your future
• Volunteer Day and a culture of giving back to our community and industry through volunteering opportunities

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

This employer is required to notify all applicants of their rights pursuant to federal employment laws.

For further information, please review the Know Your Rights notice from the Department of Labor.