Client Services Manager

Client Services ManagerLocation: Frisco, TX | North Palm Beach, FL (Hybrid)In this position, you'll be based in one of the approved office locations for a minimum of three days a week, with the flexibility to work from home for some of your working week. Find out more about our flexible work culture at computershare.com/flex.We give you a world of potentialThe Client Service Representative (CSR) team serves as a critical support channel for client accounts across the business. As the Client Services Manager, you'll lead a team focused on delivering exceptional service, resolving client issues, and creating positive client experiences while helping shape the future of the organization.This is an exciting opportunity to join a team during a period of significant transformation and growth. You'll play a key role not only in leading people, but also in helping establish stronger processes, improve operational efficiency, and build a more scalable service model that supports future business needs.A role you will loveAs a Client Services Manager, you'll lead, coach, and develop a team of Client Service Representatives while overseeing day-to-day service delivery, escalation management, process improvement initiatives, and operational planning. You'll partner closely with Sales, Account Management, Operations, Product, and Leadership teams to help drive client satisfaction, retention, and business success.This role is ideal for a leader who can balance strategic thinking with a willingness to remain connected to day-to-day service operations.Other key responsibilities include:Leading, coaching, and developing a team of Client Service RepresentativesEstablishing team performance expectations and providing ongoing feedback and development supportServing as the primary escalation point for complex client concerns and service issuesMonitoring service quality, response times, client satisfaction, and service delivery metricsDriving process improvement, workflow efficiency, and operational excellence initiativesManaging staffing, scheduling, workload balancing, and workforce planningPartnering with Account Management, Sales, Product, Operations, and Leadership teams to improve service outcomesSupporting organizational change initiatives and helping build scalable service processesMonitoring team performance, service levels, and operational KPIs while implementing corrective actions when neededProviding frontline insights that help improve products, services, and overall client experienceWhat will you bring to the role?Required:Prior people leadership experienceExperience managing client escalations and complex service issuesStrong customer service leadership backgroundExperience coaching, mentoring, and developing teamsStrong communication and stakeholder management skillsAbility to work effectively across multiple functions and departmentsExperience improving operational processes and service deliveryStrong problem-solving and decision-making skillsAbility to balance client needs with business objectivesPreferred:Customer Success leadership experienceOperations leadership experienceExperience working in a high-volume service environmentExperience implementing process improvements and operational efficienciesExperience with CRM, ticketing, reporting, and workflow management systemsExperience within corporate services, compliance, governance, or related business environmentsRewards designed for youPaid parental leave flexible working and a caring and inclusive cultureHealth and wellbeing rewards that can be tailored to support you and your family, including paid time off, observed holidays, medical, dental and vision plansInvest in your future with 401k matching, setting aside salary to purchase shares in our company and tax-advantaged flexible spending plans, including healthcare, dependent care and commuterIncome protection Our package includes short and long-term disability benefits, life insurance and supplemental life insuranceAnd more. Ours is a welcoming and close-knit community, with experienced colleagues ready to help you grow. Our careers hub will help you find out more about our rewards and life at Computershare, visit computershare.com/careershub*This role may require travel of up to 10%.Computershare will use data analytics and artificial intelligence systems to help recruiters analyze and assess candidate and application information. These systems make our application and review process more efficient and assist our team in identifying candidates based on professional qualifications, skills, and experience commensurate with the role applied for. All outputs from these systems are evaluated by our recruiters and are not the sole source of whether to consider a candidate for employment.