Client Services Manager

Client Services Manager

Golden Care is a concierge care company proudly serving and supporting families throughout the San Diego community. Our mission is to provide compassionate, personalized in-home care that allows our clients to feel known, valued, and understood. We foster relationships built on trust, ensuring families feel confident knowing their loved ones are in capable and caring hands. Through consistent, high-quality service, we create an environment where clients not only know us but genuinely like and trust us—because we care like family.

As we continue to grow, we are seeking a compassionate, organized, and relationship-driven Client Services Manager to join our team. In this role, you will serve as the primary liaison between Golden Care, our clients, their families, and our care team. You will be responsible for ensuring an exceptional client experience through proactive communication, care coordination, problem resolution, and ongoing relationship management.

Reporting directly to the Director of Client Care, the Client Services Manager plays a key leadership role in ensuring exceptional client satisfaction, seamless service delivery, and strong caregiver-client relationships. This position oversees client accounts, supports caregiver matching, and coordinates care services to ensure each client receives personalized, high-quality support aligned with Golden Care's standards.

In addition to maintaining strong client relationships, the Client Services Manager is responsible for identifying opportunities to strengthen client retention, enhance service quality, and support business growth. This role also provides leadership and guidance to the client services team, helping to ensure efficient operations, high performance, and a consistently positive client experience.

The Client Services Manager is responsible for overseeing client relationships and ensuring the delivery of compassionate, high-quality service that reflects the organization's commitment to excellence in care and client satisfaction. This position serves as the primary point of contact for clients and their families, building trusted relationships, addressing concerns, coordinating services, and ensuring client needs are met in a timely and professional manner.

This role also supports business development efforts by identifying growth opportunities, strengthening client retention, and representing the organization within the community. Through effective leadership and collaboration, the Client Services Manager helps ensure a high standard of service delivery and a consistently positive experience for clients, families, and caregivers.

Client Relationship Management

• Serve as the primary point of contact for assigned clients and their families.
• Build and maintain strong, trusting relationships through consistent communication and support.
• Monitor client satisfaction and proactively address concerns to ensure a positive client experience.
• Conduct regular client check-ins and service reviews to assess needs and satisfaction.
• Ensure client records and communications are maintained accurately and confidentially.

Business Development

• Identify, pursue, and help 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.

Team Leadership and Supervision

• 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.

Service Delivery and Problem Resolution

• Ensure timely and effective coordination of client services.
• Address and resolve escalated client concerns, complaints, and service issues.
• Collaborate with internal departments to ensure seamless service delivery and continuity of care.
• Advocate for clients while balancing organizational goals and operational requirements.

Performance Monitoring and Reporting

• 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.
• Track trends and identify opportunities to enhance client outcomes and operational effectiveness.

Process Improvement

• Develop, implement, and maintain client service policies, procedures, and best practices.
• Identify opportunities to improve operational efficiency and the overall client experience.
• Participate in quality improvement initiatives and organizational planning efforts.

Additional Responsibilities

• Perform other duties and special projects as assigned.
• Support organizational goals and initiatives as needed.

Required Knowledge, Skills, and Abilities

• 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.
• Must have documentation of a current negative tuberculosis (TB) test or be willing to obtain TB clearance prior to employment.

Work Environment

• Hybrid work environment with 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