Senior Client Relationship Manager

Senior Client Relationship Manager (Bilingual Spanish)

We are seeking an experienced Senior Client Relationship Manager to oversee the operational success of a portfolio of strategic client accounts while leading a small team of Client Services professionals. This highly visible role serves as the primary liaison between clients and internal business partners, ensuring exceptional service delivery, operational excellence, and long-term client satisfaction.

The successful candidate will combine strong client relationship management, account management, operations leadership, and project management skills to deliver outstanding customer experiences while driving continuous process improvement. This role is ideal for a professional who enjoys building trusted client relationships, leading cross-functional initiatives, and developing high-performing teams.

Fluency in both English and Spanish is required. Portuguese language skills are a plus.

Key Responsibilities

• Serve as the primary relationship manager for a portfolio of strategic client accounts.
• Develop trusted partnerships by understanding each client's business objectives, operational requirements, and service expectations.
• Ensure contractual obligations, service level agreements (SLAs), and key performance indicators (KPIs) are consistently achieved.
• Conduct regular business reviews and operational meetings with clients to discuss performance, initiatives, and continuous improvement opportunities.
• Investigate and resolve client concerns, service issues, and operational escalations in a timely and professional manner.
• Prepare and present monthly operational reports, executive summaries, and performance metrics.

• Oversee the day-to-day operational management of assigned client accounts.
• Coordinate client onboarding, implementations, operational enhancements, and system changes.
• Manage data integrations, migrations, and implementation timelines.
• Ensure new programs and operational changes are tested, validated, and successfully implemented.
• Maintain a thorough understanding of client contracts, operational processes, financial arrangements, and service commitments.
• Collaborate with internal departments to ensure seamless delivery of services.

• Lead, mentor, and develop a team of 35 Client Services professionals.
• Monitor workloads, staffing levels, and service quality to ensure exceptional client support.
• Establish performance expectations and provide coaching, mentoring, and ongoing feedback.
• Foster a collaborative, customer-focused, and results-driven team culture.

• Identify opportunities to improve operational processes, efficiency, and customer experience.
• Lead or participate in cross-functional projects supporting business growth and operational excellence.
• Develop and maintain standard operating procedures, process documentation, and training materials.
• Analyze operational metrics to identify trends, risks, and opportunities for improvement.
• Partner with Sales, Operations, Technology, Finance, and other internal teams to successfully execute client initiatives.

Qualifications

• Bachelor's degree required; advanced degree preferred.
• Minimum 5 years of experience in Client Relationship Management, Account Management, Customer Success, Client Services, Operations, or a related field.
• At least 1 year of leadership or people management experience.
• Experience managing strategic or enterprise-level client relationships.
• Strong project management and operational coordination skills.
• Advanced Microsoft Excel skills and proficiency with Microsoft Office.
• Excellent written, verbal, and presentation skills.
• Ability to manage multiple priorities in a fast-paced environment.

Required Skills

• Fluent in English and Spanish (written and spoken)
• Portuguese language skills are a plus
• Client Relationship Management
• Strategic Account Management
• Customer Success
• Team Leadership
• Operations Management
• Project Management
• SLA & KPI Management
• Executive Communication
• Cross-functional Collaboration
• Business Process Improvement
• Analytical & Problem-Solving Skills
• Microsoft Excel