Client Services Manager

Embedded Shishya; Deutschland; Remote; EUR 68.000 - 92.000; Vollzeit

Benefits dieser Stelle

Bonus incentive plan

Zusammenfassung

Businessolver is seeking a Senior Client Services Manager to oversee client deliverables and lead a team across onshore and offshore resources. You will monitor performance, drive accountability, and collaborate with Client Services Leads, Directors, and other teams to ensure successful outcomes.

The role emphasizes escalation management, capacity planning, and delivering regular performance reports to client leadership.

Qualifikationen

• 5-7 years of direct industry or equivalent experience.
• 3+ years team lead/management experience.
• Experience in account management is strongly encouraged.

Aufgaben

• Participate in client meetings including escalation discussions.
• Ensure team is executing on client activity and proactively engaging Client Service Leads, Directors, and other internal teams on open items.
• Review and analyze performance of client deliverables daily (includes work completed onshore and offshore), reviewing risk areas with team members as needed.
• Ensure team meets and/or exceeds daily work volumes and productivity metrics.
• Provide operational performance reports to client leadership team, identifying successes, risks and needs weekly.
• Share in leadership of daily team stand-up meetings to communicate business initiatives and review deliverables.

Kenntnisse

Team leadership

Client relationship management

Performance analysis

Jobbeschreibung

Since 1998, Businessolver has delivered market-changing benefits technology and services supported by an intrinsic responsiveness to client needs. The company creates client programs that maximize benefits program investment, minimize risk exposure, and engage employees with easy-to-use solutions and communication tools to assist them in making wise and cost-efficient benefits selections. Founded by HR professionals, Businessolver's unwavering service-oriented culture and secure SaaS platform provide measurable success in its mission to provide complete client delight.

The Gig

• Participate in client meetings including escalation discussions, when needed
• Ensure team is executing on client activity and proactively engaging Client Service Leads, Directors, and other internal teams as needed on open items
• Review and analyze performance of client deliverables daily (includes work completed onshore and offshore), reviewing risk areas with team members as needed
• Ensure team meets and/or exceeds daily work volumes and productivity metrics
• Identify and communicate trends or areas of improvement (both client and role specific)
• Provide operational performance reports to client leadership team, identifying successes, risks and needs weekly
• Ensure quality assurance checks are happening across team deliverables
• Collaborate with Directors, AVPs and Client Services Leads on special projects
• Point of escalation (from internal resources) for client deliverables for which their team is responsible for
• Evaluate daily and weekly team capacity, collaborate with leader and other Client Services Managers to offset any capacity deficits
• Oversite of the Team Queues within Clarizen and Client Desk, ensuring work is being pulled by the team each day/week; this includes setting due dates in Clarizen for tasks/milestone completion
• Share in leadership of daily team stand-up meetings to communicate business initiatives and review deliverables such as open cases, file activity and other related client maintenance tasks
• Manage and develop team members by conducting regular 1:1’s, reviewing work, processes, and other team member needs in order to ensure successful execution of assigned tasks
• Ensure new team member training is completed and support overall learning paths for all team members, aligning resources as needed
• Support transition of new clients from onboarding to onshore and offshore ongoing resources
• Responsible for the execution and delivery of performance management & compensation process/routine across their Pod
• Operate as a domain leader of one or more roles within the Team

What You Need to Make the Cut

• 5-7 years of direct industry or equivalent experience
• 3+ years team lead/management experience

Experience With

• Delegation, Directing and Leading Change
• Managing quality and a Customer Service Mindset
• Fact based management and Strong Leadership Communication
• Driving Results with Urgency
• Team Building, Coaching & developing others
• Workload Prioritization and Management Across Large Projects and Teams
• Experience in account management is strongly encouraged.

The pay range for this position is $79K - $107K per year (pay to be determined by the applicant's education, experience, knowledge, skills, and abilities, as well as internal equity and alignment with market data).

Other Compensation

This role is eligible to participate in the quarterly bonus incentive plan. If this position is full-time or part-time benefit eligible, you will receive a comprehensive benefits package which can be viewed here:

Dear Applicant.

At Businessolver, we take our responsibility to protect our clients, employees, and company seriously and that begins with the hiring process.

Our approach is thoughtful and thorough. We've built a multi-layered screening process designed to identify top talent and ensure the integrity of every hire. This includes quickly filtering out individuals who may attempt to misrepresent themselves or act in bad faith.

We also partner with trusted, best-in-class providers to conduct background checks, verify identities, and confirm references. These steps aren't just about compliance, they're about ensuring fairness, safety, and trust for everyone involved.

Put simply: we will always confirm that you are who you say you are. It's just one of the many ways we uphold the standards that matter most, to you, to us, and to the people we serve.

With heart, The Businessolver Recruiting Team

Businessolver is committed to maintaining an environment that protects client data. We train our employees to maintain leading class security practices and expect all employees to adhere to policy, procedures and controls.

(Applicable to all roles at an AVP, DIR, VP, Head Of or SVP and above level):

Businessolver is an affirmative Action and Equal Opportunity Employer and is proud to offer equal employment opportunity to everyone regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, veteran status, and more. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.