Client Relations Manager

We're looking for a Client Relations Manager who builds teams that don't just respond to clients — they play a role in retaining them. This role sits at the intersection of people leadership, service performance, and strategic account recovery, and it's designed for someone who takes the outcomes of their team personally.

You'll lead a team of Relation Specialists who handle first-contact resolution for our core services. What makes this role distinct is that you're not just managing inbound volume — you're responsible for diagnosing the patterns behind client friction, owning recovery for bruised and at-risk accounts, and coaching your team to become more than problem-solvers. You're building business-minded client partners.

In this role you will....

• Lead a disciplined management rhythm — daily huddles, weekly scorecard reviews — that keeps every specialist accountable to FCR, SLA, and quality metrics
• Own service recovery for bruised and at-risk accounts: engage directly with business owners, diagnose root causes, and drive resolution through to completion
• Coach and develop your team continuously, turning functional specialists into higher-value contributors who understand the client's business, not just the ticket
• Install a proactive feedback loop — NPS follow-up, scheduled client check-ins — so the team surfaces problems before they become attrition risks
• Investigate operational friction at the root cause level, partnering with SMEs to redesign interactions that reduce errors and return capacity to your team
• Hold a high talent standard: document monthly coaching, address underperformance, and actively develop the talent on your team.
  
  

Is This Role Right For You?

This is a performance-managed leadership role where accountability is critical. You'll be measured against specific outcomes around first contact resolution, SLA responsiveness, and client retention benchmarks. You'll have real authority over how your team operates, but you're also expected to close enough to know when something is trending the wrong direction before it becomes a problem.

This role includes direct ownership of difficult client situations. When accounts are at risk, the escalation path leads to you. You'll be expected to have hard conversations with both clients and team members without passing them upward. If you're energized by fixing what's broken and building something that consistently performs, this role offers real scope.

What You'll Bring To The Team

We're looking for candidates with demonstrated experience leading client-facing teams and owning results — not just managing activity. Prior experience in a PEO, HR services, or complex B2B service environment is a plus, but we care more about what you've driven than where you drove it.

• You've owned outcomes, not just processes. You can point to specific situations where you stepped in, took responsibility, and drove a problem to resolution rather than escalating it. You inherited a struggling account, personally led the recovery effort, and can describe what you changed and what the result was.
• You lead through coaching, not oversight. You have a track record of helping direct reports grow — new skills, better habits, stronger results. You've taken a struggling team member through a documented development plan that actually worked.
• You handle conflict directly. You're comfortable having hard conversations — with unhappy clients or underperforming employees — without delegating the discomfort. You've managed out a low performers or personally de-escalated a client who was ready to churn.
• You think in systems, not incidents. When something goes wrong, your instinct is to ask why it keeps happening, not just fix the immediate issue. You've identified a recurring error pattern, traced it to a process gap, and implemented a fix that stuck.
• You're data-fluent as a manager. You use metrics to drive behavior. You've run weekly scorecard reviews and used them to have specific, evidence-based coaching conversations.
  
  

Work Location

This role is based out of our Hawaii Kai office. We offer a flexible hybrid schedule that gives you the structure of in-person collaboration with the flexibility of remote work. We are in office: Tuesday – Thursday and remote: Monday & Friday

Compensation

The base compensation for this position is $84,466 – $105,582 annualized depending on experience and qualifications.

Why You'll Love ProService

ProService is a Hawaii-based PEO combining payroll, HR, and benefits expertise with purpose-built technology — all backed by the best local service in the islands. Backed by Silver Lake and recognized as one of Hawai?i’s Best Places to Work for 20 consecutive years, we’re a team of high performers united by one mission: Empowering Employers to Succeed in Hawai?i.

• A PROhana unlike any other. We assume the best in each other, give feedback focused on what’s right—not who’s right—and show up every day. This isn’t just a workplace. It’s a community.
• Do work that matters. You’ll see exactly how your contributions move the needle—meaningful problems, real decisions, and a seat at the table.
• Grow without a ceiling. Internal roles post first, and we reimburse certifications, conferences, and memberships. Your growth is our growth.
• Compete, collaborate, and win together. High expectations, real accountability, and a team of experts ready to help you push through any obstacle.
• Total rewards built around your whole life. Fully paid healthcare, 401(k) matching, paid parental leave, student loan assistance, employee assistance programs, and paid time off—just to name a few.