Senior Client Services Manager

Job Brief:

The Senior Client Services Manager is a senior individual contributor responsible for owning customer issues end-to-end in a fast-paced, operational environment. This role requires strong judgment, exceptional follow-through, and the ability to quickly learn complex systems, processes, and client requirements.

The successful candidate will serve as a primary point of contact for a portfolio of clients, managing a high volume of inbound work while ensuring timely responses, effective issue resolution, and clear communication. This role is not focused on project management or sales, but on execution excellence, customer advocacy, and continuous improvement of internal processes and documentation.

This position is ideal for a self-directed learner who thrives in ambiguity, internalizes information quickly, and takes personal ownership of customer outcomes.

Key Responsibilities:

Customer Issue Ownership & Resolution

• Performance in this role is measured through service-level outcomes, including ticket response time, elapsed resolution time, first-touch resolution, and consistency of customer follow-through.
• Serve as the primary owner for customer inquiries and Tier 1 support tickets, managing issues from intake through resolution.
• Ensure customer issues are addressed accurately, efficiently, and within defined service expectations.
• Drive Tier 1 ticket elapsed time to under one business day and improve first-touch resolution rates.
• Set clear expectations with customers regarding timelines, next steps, and constraints.
• Close the loop on all customer issues, ensuring resolution is confirmed and documented.

Cross-Functional Coordination

• Act as the customer’s internal advocate, coordinating with internal teams such as Platform, Business Analysts, Project Management, Production, Integration and Customer Success to drive resolution.
• Hold internal teams accountable to commitments by proactively following up, escalating when needed, and ensuring work moves forward without stalling.
• Escalate risks, delays, or systemic issues appropriately while maintaining ownership of outcomes.
• Support customer readiness for changes, enhancements, or go-lives by coordinating execution—not managing project plans.

Communication & Relationship Management

• Communicate clearly, professionally, and confidently with customers across email, meetings, and ticketing systems.
• Translate technical or operational information into customer-appropriate language.
• Maintain regular, agenda-driven touchpoints with assigned customers focused on open items, resolution status, trends, training and upcoming operational needs.
• Build trust through competence, responsiveness, and consistent follow-through.

Knowledge Management & Continuous Improvement

• Actively review historical tickets, documentation, and internal chat conversations to build context and improve effectiveness.
• Leverage Teams chats and internal discussions to learn, resolve issues, and identify gaps in processes or documentation.
• Create, update, and maintain documentation, SOPs, and How-To articles in Confluence as gaps or improvements are identified.
• Identify recurring issues or inefficiencies and share insights with leadership to improve service delivery and reduce repeat work.

Execution Discipline & Organization

• Manage a high volume of concurrent work while maintaining accuracy and attention to detail.
• Maintain strong personal organization across tickets, follow-ups, meetings, and internal communications.
• Use Jira, ticketing systems, and collaboration tools consistently and effectively to track work and outcomes.

Core Competencies:

• Exceptional self-directed learning ability and intellectual curiosity
• Strong judgment and prioritization skills in a fast-paced environment
• Relentless follow-through and ownership mindset
• Clear, confident written and verbal communication
• Ability to synthesize information from tickets, documentation, and chat-based communication
• Discipline in documentation and process improvement
• Comfort operating in ambiguity and rapidly changing situations
• Strong collaboration skills without formal authority

Technical Skills:

• Proficiency with Jira and ticketing systems
• Experience using Confluence or similar documentation platforms
• Comfort working in chat-based collaboration tools (Teams, Slack, etc.)
• Strong general technical aptitude; industry-specific systems will be learned on the job

Requirements:

• Bachelor’s degree or equivalent practical experience
• 7 years of experience in client management, customer success, customer operations, support, or similar execution-focused roles
• Demonstrated ability to independently learn complex systems and processes
• Proven history of owning customer issues through resolution in operational environments
• Experience in regulated, technical, or high-volume service environments preferred

Supervisory Responsibilities:

• None; this is a senior individual contributor role

Benefits:

• Annual Salary $100,000
• Performance Bonus - up to 10%
• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Referral program
• Vision insurance