Client Service Manager
About The Position
The Client Service Manager (CSM) holds a dynamic and strategic role, responsible for overseeing operational efficiency, strengthening client relationships, and leading high-performing teams across multiple sites or projects. Performance in this role will be measured through the following key performance indicators (KPIs): Maintain or improve client satisfaction scores by delivering outstanding service and resolving issues with speed and professionalism. Foster a positive team environment, reflected in high engagement, low turnover, and positive feedback. Consistently meet or exceed service level agreements (SLAs), efficiency targets, and cost management goals. Metrics will be reported and reviewed monthly and quarterly. Successfully coordinate and complete initiatives on time and within budget, demonstrating strong project management and stakeholder communication. Work cross-functionally with HR (staffing), Training & Development (employee growth), and IT (technical support). Engage regularly with site-level management and vendor partners to ensure alignment and service quality. Maintain regular communication with client stakeholders, including C-level executives, to provide updates, gather feedback, and align on strategic goals. Report directly to the Region Manager, with performance evaluated through KPI outcomes, client and team feedback, and formal reviews (monthly, quarterly, and annually). This role is central to achieving SPS's operational and service excellence goals. The CSM will be empowered and supported to drive success while being held to high standards of leadership, accountability, and collaboration—ensuring both individual and organizational growth.
Responsibilities
- Ensure the smooth, efficient, and consistent delivery of services across all assigned locations or projects.
- Serve as the primary point of contact for clients, managing expectations, resolving issues proactively, and fostering long-term relationships built on trust and satisfaction.
- Lead, mentor, and develop a team of professionals to ensure optimal performance, engagement, and career growth.
- Plan and execute special initiatives, standardize operational procedures, and drive continuous improvement across all service areas.
- Work cross-functionally with HR (staffing), Training & Development (employee growth), and IT (technical support).
- Engage regularly with site-level management and vendor partners to ensure alignment and service quality.
- Maintain regular communication with client stakeholders, including C-level executives, to provide updates, gather feedback, and align on strategic goals.
- Report directly to the Region Manager
Benefits
- Career Growth: An opportunity to enter a job that allows you to learn new skills or use a variety of them that may lead you to uncover other career opportunities!
- Learning & Development: At SPS, we promote a work culture of learning so that you can develop to be the best at what you do!
- We Recognize Talent: We offer a variety of recognition programs for all levels of employees!
- Benefit Offerings: Medical, Dental, Vision, HCFSA, DCFSA, HSA, Commuter Transit and Parking, Supplemental Life Insurance, Accident Insurance, Critical Illness, Hospital Indemnity, Legal Program, Identify Theft Protection, Pet Discounts, Pet Insurance, Group Home and Auto Insurance, EAP, Short Term Disability, Life Insurance, Education Discounts, 401k w/ matching, Entertainment Discounts, & Paid Time Off.
- Note: Please inquire with the Human Resources team for benefit offerings per role as regular positions that routinely are under 30 hours/week may have a different benefit offering.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
