A manager of client services' main responsibility is communication with clients, including providing excellent customer service and building meaningful relationships. This position exists in a number of industries, such as sales, technology, healthcare, education, and manufacturing.
There are multiple client relationships that must be maintained at any time, so a manager must be able to juggle the needs of a diverse clientele. Because managers of client services must keep a strong connection with clients, travel is often required and they must also be on-call to solve problems or handle contracts as necessary. Although a manager typically maintains weekday office hours, there may be some weekend or night work, depending on the industry.
Although communicating and maintaining client relationships is the primary responsibility of a client service manager, there may be other tasks associated with a managerial position. These may include invoicing, coordinating deliveries or service calls, assisting with staff scheduling, writing reports, facilitating projects, and problem solving. Because the manager of client services may handle a wide variety of tasks, flexibility and time management are critical.
The most important requirement for a manager is experience dealing with client services, customer service, and business; most jobs require three to five years of experience in one or more these fields. Some business-focused positions require a bachelor’s degree in business or a related field. Experience in the company's field is often preferred.
Manager of Client Services Tasks
- Manages the customer service operations, which deals directly with customers and is the first point of contact.
- Develops, tracks and reports key performance measurements for the unit.
- Develops and implements process and procedures to improve operational efficiency.
- Oversees cross functional work areas targeted to resolve issues raised by customers.