Sr Client Services Manager

Job Description

Client Services / Client Relationship Management

Location: Onsite New York, NY 4 days a week |1 day remote

Duration: 12 month contract (possible to convert)

We’re currently looking for experienced client services professionals to join a growing team. This is a client-facing role focused on managing inquiries, providing support, and making sure clients are connected with the right information and resources.

Responsibilities:

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• Serve as the primary point of contact for multiple clients, building strong working relationships and providing a consistent level of support.
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• Manage incoming client inquiries through a dedicated hotline, assessing each request, determining the appropriate priority, and making sure it gets addressed in a timely manner.
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• Provide clear and professional communication by taking complex information and explaining it in a way that is easy for clients to understand.
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• Use established scripts, resources, and processes to answer questions and guide clients toward the appropriate information or next steps.
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• Work closely with internal teams to gather information, resolve client questions, and make sure responses are accurate and consistent.
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• Manage multiple requests and competing priorities while maintaining attention to detail and a high level of client service.
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• Handle escalations and sensitive situations with professionalism, good judgment, and a calm approach.
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Experience:

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• 7+ years of experience in client services, client success, client relationship management, or a similar client-facing role
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• Strong written and verbal communication skills with the ability to communicate with a variety of audiences
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• Excellent organizational and time-management skills, with the ability to prioritize a high volume of requests
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• Strong problem-solving skills and the ability to know when to escalate an issue
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• Comfortable working in a fast-paced environment and handling sensitive client interactions
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• Previous government experience is a plus, but not required
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