Client Service Manager

Job Description

Job Description

Title : Client Service Manager

Primary Department: Client Services

Location: Atlanta or Nashville

Job Status: Full Time/Salaried, Exempt

  Company Overview:

The Familie is a full-service talent management agency with clients across sports, music, and entertainment. Known for its unique, integrative approach to representation, The Familie prioritizes client legacies over short-term gains, empowering talent to excel across every facet of their careers. We provide comprehensive off-field support, including creative services, digital strategy, social media support, and lifestyle concierge services to ensure our clients thrive beyond the spotlight. Headquartered in Nashville, The Familie also has offices in Los Angeles, Scottsdale, and San Diego.

 

For more information, visit thefamilie.com.

 

Position Overview:

The Client Service Manager is responsible for owning the day-to-day execution and client experience for a portfolio of professional and NIL athletes. This role blends strategic client management with hands-on operational execution across endorsement fulfillment, financial tracking, brand activations, and high-touch concierge services.

 

Serving as the operational lead for assigned clients, the Client Service Manager ensures white-glove service delivery, revenue protection, and seamless cross-functional coordination. This role requires strong judgment, discretion, and the ability to manage high-profile talent in a fast-paced agency environment. This role reports directly to the VP of Client Services and the EVP of Brand Strategy.

Responsibilities:

Client Management & Ownership

• Own day-to-day communication and execution for assigned professional and NIL clients
• Serve as the primary operational point of contact for clients and their agents
• Anticipate client needs surrounding key career milestones including drafts, combines, free agency, endorsement launches, and life events
• Build trusted, professional relationships while maintaining appropriate escalation channels to senior leadership
• Identify opportunities to enhance client satisfaction, retention, and long-term value

 

Concierge & Operational Execution

• Oversee complex travel logistics, housing coordination, reservations, and lifestyle management with discretion and urgency
• Manage vendor relationships to ensure premium service standards and cost efficiency
• Execute time-sensitive and high-pressure requests while maintaining organization and documentation
• Support on-site operations for major events including drafts, combines, All-Star appearances, brand activations, and appearances

 

Contract Fulfillment

• Track and manage endorsement and marketing deliverables across assigned accounts
• Ensure full compliance with contractual obligations, including social posts, appearances, content production days, and usage requirements
• Monitor campaign timelines, financial milestones, and payment schedules in coordination with finance and agents
• Maintain accurate documentation and reporting to support renewals, audits, and performance tracking
• Proactively escalate risks or gaps in deliverable execution

Marketing & Brand Activation Support

• Partner with agents, creative, digital, and brand teams to execute marketing campaigns and partnership activations
• Coordinate content production timelines and ensure alignment across internal and external stakeholders
• Support onboarding of new clients, including orientation materials and service briefings
• Assist in preparing materials and operational support for prospective client meetings

 

Process & Infrastructure Development

• Build and maintain trackers, dashboards, and workflows within internal systems (e.g., Monday.com or CRM platforms)
• Identify operational inefficiencies and implement process improvements
• Contribute to defining service standards and best practices within the Client Services department
• Support scalability efforts as client volume and service complexity grow

Requirements

Qualifications:

• 5–8+ years of experience in sports agency, athlete representation, brand partnerships, talent management, or a related field
• Direct experience supporting professional or high-level NIL athletes preferred
• Demonstrated ability to manage multiple high-profile accounts simultaneously
• Strong understanding of endorsement lifecycle, contract compliance, and brand activation execution
• Exceptional organizational skills with meticulous attention to detail
• Strong communication skills and ability to operate with discretion in high-visibility situations
• Collaborative work style with ability to coordinate across agents, creative, finance, and legal teams
• Willingness to travel and work non-traditional hours, including nights and weekends as needed
• Proficiency in project management tools and Microsoft Office Suite