Client Services Manager

Lakeshore Talent

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Lakeshore Talent is currently seeking a Client Services Manager to work FULLY REMOTE. This role will serve as the primary point of contact for partners, providing consultation and advice. This will be paying $80,000-$100,000 base with opportunities for bonus. 

 

Job Description:

The Client Services Manager is charged with achieving the company’s overall objectives for client retention, satisfaction, growth, and success. They will provide consultation, advice, and assistance to client partners, cultivating strong relationships to realize the full value of our company partnership, as reflected in improved business opportunities, efficiency, financial performance, and client satisfaction.

 

Job Duties:

Stakeholder Management

  • Establish rapport and maintain routine, meaningful contact with client personnel

  • Consult with partners to identify opportunities to enhance client experience

  • Develop and maintain an understanding of primary partner value drivers

  • Maintain regular contact with partner operations team to strengthen relationships

  • Document interactions and use the information to improve service

  • Recommend and action items to improve partner experience and People2.0’s value-add

Scope Management

  • Maintain understanding of contractual terms, financial particulars, and scope of work

  • Monitor internal standard operating procedures to ensure full commercial realization of program(s)

  • Identify and implement opportunities for process improvements on a large scale

  • Identify and communicate opportunities to expand services in ways that add value, increase satisfaction, and help ensure client retention

  • Analyze program statistics to ensure compliance to any contractual KPI or SLA requirements

  • Conduct Quarterly Business Reviews with partners to review trends and align on roadmap

Delivery Management

  • Ensure that partners understand relevant best practices and standard operating procedures

  • Keep abreast of EOR/AOR market developments to provide strategic advice to partners

  • Accept service calls and inquiries from partners and manage appropriate follow-up

  • Identify urgent and critical issues that require escalation to HR, Risk, Legal or other Department Leaders, and promptly escalate those issues according to company policy

  • Manage service issues with a measured, controlled approach to de escalate and resolve efficiently

  • Design, develop and deploy surveys to measure key satisfaction metrics

  • Routinely engage internal teams to ensure their understanding of partnership needs

  • Act in a spirit of continuous improvement to optimize service, processes and procedures

 

Qualifications:

Education and Knowledge:

  • Secondary degree or commensurate experience required

  • Strong practical knowledge of MSP, VMS, RPO, and/or FMS solutions

  • Awareness of the EOR/AOR landscape preferred

  • Adequate understanding of HR and employment law

Experience:

  • 7+years’ experience with roles of increasing responsibility within the Mass Talent Procurement environment

  • Ability to take charge, prioritize and manage multiple priorities independently

  • Superior oral and written communication skills

  • Ability to effectively consult with client staff: listening, analyzing, needs definition, solutioning

Important Characteristics:

  • Empathy, patience, and active listening skills

  • Commitment to team and open collaboration

  • Optimistic and future focused, comfortable with change

  • Strong service orientation and a natural ability to cultivate relationships

 

Benefits

  • Medical, dental, and vision insurance

  • 401(k) retirement plan

  • Voluntary life insurance

  • PTO: Accrue 1 day of vacation for each month worked, up to twelve days of vacation, annually. After three years of employment, you will accrue 1.25 days of vacation each month, up to fifteen days of vacation annually. After five years of employment, and each year thereafter, you will accrue 1.67 days of vacation each month, up to twenty days of vacation per year.

  • Additional Days: 6 Sick/Personal days (you can use them at your discretion), 2 floating holidays & 7 paid holidays

 

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