Client Services Manager

Position Summary:

Identity Group’s Brunswick Campus is a dynamic, fast-paced environment delivering innovative sign and visual décor projects to major retailers and grocery clients nationwide. The Client Services Manager plays a critical leadership role, overseeing multiple work streams through concept creation, design, estimation, production, and installation.

This position manages the Client Services team—which includes Account Management, Project Management, and Graphics & Design—and serves as the central connection between Sales, Manufacturing/Operations, and Customers. The Manager delivers timely service and support to all clients – internal and external – while driving sales growth, operational excellence, and team performance. The ideal candidate will possess strong analytical, communication, and problem-solving skills, with a passion for continuous improvement and customer satisfaction.

Core Values:

At Identity Group, our culture is grounded in four core values that guide everything we do:

· Own It – We act with integrity, accountability, and pride.

· People First, Always – We lead with empathy, respect, and inclusion.

· Progress Through Partnership – We move forward together through collaboration, creativity, and clarity.

· Make It Right – We do what it takes to deliver quality and uphold our commitments.

Essential Functions:

Sales Development & Customer Experience :

· Create and build sales opportunities through proactive relationship-building and creative solutions.

· Grow and maintain strong relationships with clients, general contractors, designers, and other signage partners.

· Identify new project opportunities by maintaining visibility with existing clients and visiting signage locations as needed.

· Serve as an advocate for the client while balancing company objectives.

· Partner with Sales to develop and maintain accurate revenue forecasts and customer pipelines.

· Demonstrate responsiveness, professionalism, and attention to detail in all communications to ensure a superior customer experience.

· Maintain long-term client partnerships through consistent communication, trust-building, and proactive issue resolution.

Project Management & Operations:

· Oversee the quoting, estimation, and preproduction processes (artwork, billing, shipping, installation, etc.) to ensure accuracy and timeliness.

· Train and support staff in evaluating contracts, defining scopes of work, and resolving project details that could delay production.

· Manage internal and external communications throughout each project’s lifecycle.

· Follow project progress closely to ensure milestones, budgets, and timelines are achieved.

· Coordinate resources across Design, Wayfinding, Purchasing, Production, Finance, and third-party vendors to ensure seamless project delivery.

· Support and enhance internal systems (including Endeavor) to streamline workflows and improve efficiency.

· Assist AR/AP teams with reporting oversight on accounts as needed.

Team Leadership & Development:

· Provide leadership and direction to the Preproduction teams, including Project Management, Account Management, and Design & Graphics.

· Assign accounts and projects to team members, balancing workloads and optimizing efficiency.

· Review team members’ work for accuracy, effectiveness, and adherence to standard practices.

· Share knowledge and lessons learned from past projects to guide team decisions and promote success.

· Cultivate a culture of enthusiasm, accountability, and service excellence.

· Mentor team members in industry-specific skills such as take-offs, permitting, and process management.

· Develop and maintain a unified team structure to provide clients with a single point of contact throughout each project.

· Lead by example to foster a culture of accountability, innovation, and continuous improvement.

Company Advocacy & Continuous Improvement:

· Promote Identity Group’s values, services, and capabilities both internally and externally.

· Maintain a pulse on production capabilities and capacity to align client expectations with operational readiness.

· Continuously identify opportunities to enhance company services, processes, and customer offerings.

· Collaborate with cross-functional teams to improve systems, reporting, and workflow efficiency.

· Oversee large installation initiatives, ensuring teams are agile, responsive, and committed to quality execution and exceptional service.

· Analyze performance data to improve throughput, quality, and customer satisfaction.

General Responsibilities:

· Travel between production facilities as needed (approximately 20%).

· Maintain confidentiality of company, client, and employee information.

· Communicate clearly and professionally through written and verbal channels.

· Comply with all Identity Group policies and procedures and perform additional duties as assigned.

Education and Experience:

· Bachelor’s degree preferred.

· Project management experience in the signage industry required.

· Two or more years of sales experience preferred.

· Proficiency with Microsoft Office Suite, Adobe Illustrator, and FileMaker preferred.

· Exceptional verbal and written communication skills required.

Physical Requirements:

· Regularly required to sit, talk, see, and hear; occasionally required to walk and stand.

· Must occasionally stoop, kneel, crouch, and reach, with frequent use of fingers for typing and handling materials.

· Frequently lift and move up to 10 lbs.

Job Type: Full-time

Pay: $60,000.00 - $90,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance

Work Location: In person

Salary : $60,000 - $90,000