Client Manager (Legal)

SPS; Chicago (IL); On-site; USD 110,000 - 130,000; Full time

Job summary

An established industry player is seeking a dynamic Client Manager to lead customer service teams across multiple locations in Chicago. This role involves ensuring service excellence, managing client relationships, and overseeing operational metrics. The ideal candidate will have a proven track record in operational management and relationship building, with the ability to coach and mentor staff effectively. Join a forward-thinking company that values innovation and employee development, offering a robust training program and opportunities for career advancement. If you are driven by client satisfaction and have strong leadership skills, this position is perfect for you.

Benefits

Medical insurance

Vision insurance

401(k)

Qualifications

• 7-10+ years of experience in operational management and relationship building.
• Proven ability to coach and mentor staff effectively.

Responsibilities

• Manage customer service staff across multiple locations.
• Ensure service delivery excellence and client satisfaction.
• Oversee operational metrics and compliance with SLAs.

Skills

Customer Service

Relationship Management

Operational Management

Project Management

Coaching and Mentoring

Communication Skills

Education

High School Diploma

Bachelor's Degree

Job description

3 days ago Be among the first 25 applicants

Get AI-powered advice on this job and more exclusive features.

This range is provided by SPS. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

$110,000.00/yr - $130,000.00/yr

Job Title: Client Manager

Reports To: The Client Manager will report to the Client Director, Managing Vice President, or equivalent leadership.

Job Overview:

The Client Manager (CM) is responsible for managing customer service staff based in multiple locations within a specified geographical territory. The CM will be a highly visible leader within their employee organizations and is ultimately responsible for ensuring SPS meets and/or exceed Service Level Agreements at client locations.

The CM is usually dedicated to a specific client and may have multiple levels of leadership as direct reports. Indirect reports will consist of but not limited to employees working in Reception/Concierge, Mail/Shipping/Warehousing/Courier Services, Hospitality to Administrative and/or service level roles. From a business perspective, the CM will assist the Operations Director in managing P&L, Client relationships at multiple sites, providing solutions to customer concerns and partnering with Human Resources to hire staff and effectively manage their teams.

Duties and Responsibilities:

• Ensures service delivery excellence for assigned locations.
• Manage the receipts, delegations and successful completions of all client requests.
• Meets all client and SPS deadlines.
• Ensures all site leadership effectively manage all resources within the operation including people, hardware/software and facilities.
• Ensures all site leadership have proper coverage per the service level agreement. This includes ensuring floater coverage and the effective partnership with Human Resources to hire any outside staff as needs arise.
• Ensures managers/supervisors maintain a safe working environment for the SPS staff on site.
• Tracks all client requests using the approved tracking mechanism.
• Maintains metrics for monthly reporting of KPIs/SLAs.
• Oversees all equipment, supply and messenger vendors to comply with SPS contract.
• Regularly visits assigned locations to ensure teams are compliant with all defined SLAs, company and client operating procedures to include, but not limited to safety, health and human resource guidelines.
• Documents any incidents and inform client and SPS immediately.
• Assists National Manager to maintain site P&Ls are at proforma levels or above.
• Consistently executes all deadlines met for payroll, billing & A/R collection for all locations.
• Oversees monthly budget forecasts for various accounts.
• Helps to facilitate growth within existing account sites year-over year.
• Insures smooth and sustained client & employee engagement.
• Maintains Client Satisfaction Index (“CSI”) at or above previous score.
• Participates in monthly and quarterly client business reviews.
• Maintains Employee Satisfaction Index (“ESI”) at or above previous score.
• Participates in SPS sponsored events.
• Establishes and maintains accountability to National Operations Manager.
• Coaches, develops and cross trains operations team to grow their careers.
• Sets and communicates to each staff member individual responsibilities, operational issues/concerns, daily goals, service improvements and customer expectations.
• Develops, appraises, and counsels staff to reduce turnover, improve employee satisfaction and increase promotability of staff members.
• Maintains consistent documentation monitoring the status of each employee.
• Provides annual employee performance evaluations and reviews as directed by SPS.
• Insures operational excellence.
• Demonstrates strict adherence to all SPS policies & procedures.
• Serves as a knowledge resource regarding SPS policies and procedures.
• Exceeds all contractual and client KPIs/SLAs.
• Immediately reports any personnel, security or data breach incidents to SPS leadership team.
• Proactively institutes the SPS Governance Model to ensure client satisfaction.
• Manages a defined collection of multiple SPS sites within a national client operation.
• Standardizes policies and procedures, including statistical monthly reporting and benchmarks.
• Drives operational improvements and solution design.
• Troubleshoots and resolves all client, site management and site staff issues.
• Coordinates, implements and oversees any special projects.
• Coordinates and leads vendor partner negotiations.
• Managed site financials in terms of hours, gross margin spread, profitability and growth
• Serve as a knowledgeable resource regarding OSHA, EEOC and process for handling complaints.
• Manages direct reports including managerial staff.
• Assists in the development of training materials and execution of formal training sessions.
• Supports business development internally and as directed.
• Maintains consistent communication with client and SPS at all levels.
• Results-oriented.
• Driven by client satisfaction.
• Excellent presentation and interpersonal skills.
• Excellent English written and oral communication skills.
• Expert in customer service skills, professional attitude and appearance.
• Good organizational skills.
• Ability to maintain confidentiality.
• Ability to function with a high level of patience, tact and diplomacy to defuse anger and collect accurate information.
• Able to convey information and ideas through speech in ways that others will understand.
• Able to listen to and understand information and ideas presented through spoken words and sentences.
• Able to speak clearly so listeners understand, identify and understand the speech of another person.
• Be personable, articulate, knowledgeable and professional in presenting oneself in a professional setting.
• Flexibility in dealing with simultaneous projects.

Qualifications and Education Requirements:

• High School Diploma (or equivalent) required. Bachelor’s Degree or higher preferred.
• Minimum of 7-10+ years of experience in high-level relationship building and operational management.
• Previous multi-site management experience is highly preferred since the COM may oversee employee organizations of 30-50+ employee based in multiple locations.
• Program/Project Management experience is a plus.
• Proven ability to successfully coach/train/mentor front line managers and staff.
• Ability to build business relationships and interact effectively with “C” level executives
• Solid understanding of selling skills.
• Industry related experience a plus.
• Driven by client satisfaction, with proven track record of diplomacy and ownership.
• Strong team approach to account management.
• Creative strategic thinking and performance.
• Required to maintain an overall professional appearance and attitude.
• Adhere to all policies and procedures required.

Physical Demands:

• Fine and/or gross motor skills, including the ability to grasp, lift and/or carry or otherwise move packages on a standard wheeled cart with a load capacity of 60 lbs.
• Ability to walk, bend, kneel, stand, and/or sit for an extended period of time.
• Manual dexterity required for operating office machinery (phone, copy machines, binding equipment, etc.).
• Physically able to talk on the phone and input data simultaneously.
• Ability to lift or move 40 lbs. or greater frequently.
• Specific vision abilities required by this job include close vision, distance vision, ability to adjust focus and ability to match or may include detection of differences between colors, including shades of color and brightness.

Travel: Some travel is required for this position. Approximately up to 25%.

Other Duties:

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

About SPS:

SPS is an award-winning employer of choice offering innovative Enterprise Workplace Solutions and Technology Business Solutions to our clients throughout North America including many Fortune 500 companies. A career with SPS includes a robust onboarding and training program to help you unlock your career path possibilities.

In North America, our services include office services such as reception/lobby concierge, mail center, and conference room management in addition to document processing services utilizing leading edge technologies. Our clients today are companies in sectors such as banking, legal, insurance, technology, higher education, advertising, and other professional services, including many Fortune 500 companies.

At SPS we embrace the uniqueness of our employees and are committed to the fair and equal treatment of all people, applicants, and employees by promoting a culture of access, inclusion, equity, and diversity. SPS provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual and reproductive health choices, national origin, age, disability, genetics, military status, gender identity or expression, sexual orientation and/or any other status protected by law.

We encourage candidates to review all our job listings and learn more about SPS at our company website www.spsglobal.com.

SPS. The Power of Possibility.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Legal, Management, and Customer Service

• Industries

  Outsourcing and Offshoring Consulting, Hospitality, and Law Practice

Referrals increase your chances of interviewing at SPS by 2x

Inferred from the description for this job

Medical insurance

Vision insurance

401(k)

Get notified about new Client Manager jobs in Chicago, IL.

Chicago, IL $100,000.00-$125,000.00 2 weeks ago

Client Solutions Manager, Dining - Global Business Solutions

Chicago, IL $52,500.00-$63,000.00 1 week ago

Chicago, IL $85,000.00-$126,000.00 4 days ago

Assistant Store Manager, Prada Nordstrom Chicago

Chicago, IL $85,000.00-$110,000.00 3 weeks ago

Region Customer Development Manager - Northeast/Midwest

Chicago, IL $100,000.00-$130,000.00 1 day ago

Hospitality Manager, Global Hospitality (Payment Services Client)

Chicago, IL $60,000.00-$65,000.00 3 weeks ago

Chicago, IL $107,000.00-$171,000.00 1 day ago

Retail - Client Relationship Manager - Chicago

Chicago, IL $155,000.00-$165,000.00 2 weeks ago

Strategic Account Manager - Chicago Loop

Chicago, IL $200,000.00-$225,000.00 1 day ago

Principal Relationship Manager, Strategic Client Management

Client Success Manager - Financial Services

Chicago, IL $90,000.00-$110,000.00 2 days ago

Business Relationship Manager I - Officer

We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.