Client Service Manager

Sps; New York (NY); On-site; USD 80,000 - 95,000; Full time

Benefits offered by this job

Career Growth

Learning & Development

Recognition Programs

Paid Time Off

Bonuses

Benefits Package

Job summary

SPS is seeking a Client Service Manager to lead on-site operations at client locations and manage the client relationship. This role ensures excellent service delivery and guides the on-site team to meet client expectations.

You will oversee daily operations, coordinate with client leadership, monitor KPIs and budgets, and drive continuous improvement in processes, service quality, and staff performance. Local travel up to 25% may be required, and you will lead a team of about 5–10 employees.

Qualifications

• High school diploma or equivalent required.
• 5+ years of experience in client service, operations, or relationship management.
• Experience leading a team of about 5–10 employees.
• Strong customer service and relationship-building skills.
• Excellent verbal and written communication skills.
• Strong problem-solving and decision-making abilities.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong organizational skills and attention to detail.

Responsibilities

• Serve as the primary point of contact for the client.
• Build strong relationships with clients, employees, vendors, and SPS leadership.
• Oversee daily operations and ensure excellent service delivery.
• Respond to client requests, concerns, and escalations.
• Identify problems and develop practical solutions.
• Look for ways to improve processes, service, and efficiency.
• Conduct regular site walkthroughs to monitor service and team performance.
• Coordinate special projects and client initiatives.

Skills

Customer service

Relationship-building

Communication skills

Problem-solving

Prioritization

Attention to detail

Client leadership

Proficient computer skills

Industry experience

Education

High School Diploma or equivalent

Tools

None

Job description

Client Service Manager

Reports To: Client Manager, Client Director, Managing Vice President, or equivalent leadership

About the Role

The Client Service Manager (CSM) is responsible for managing day‑to‑day operations at one or more client locations. This role leads the on‑site team, manages the client relationship, and ensures we consistently deliver excellent service.

The CSM is the primary day‑to‑day contact for the client and is responsible for making sure operations run smoothly, employees are supported, and client expectations are met.

What You’ll Do

Client & Operations

• Serve as the primary point of contact for the client.
• Build strong relationships with clients, employees, vendors, and SPS leadership.
• Oversee daily operations and ensure excellent service delivery.
• Respond to client requests, concerns, and escalations.
• Identify problems and develop practical solutions.
• Look for ways to improve processes, service, and efficiency.
• Conduct regular site walkthroughs to monitor service and team performance.
• Coordinate special projects and client initiatives.

Team Leadership

• Lead, coach, and develop the on‑site team.
• Manage supervisors and other direct reports.
• Oversee staffing, schedules, coverage, and time off.
• Set clear expectations, goals, and responsibilities for team members.
• Provide training, coaching, feedback, and performance evaluations.
• Support employee growth, cross‑training, and career development.
• Help maintain a positive, safe, and professional work environment.

Financial & Performance Management

• Monitor site budgets, profitability, payroll, billing, and forecasting.
• Track and report KPIs, SLAs, and client requests.
• Ensure contractual and client performance goals are consistently met.
• Monitor client and employee satisfaction.
• Participate in Monthly and Quarterly Business Reviews.
• Oversee vendors and ensure they meet SPS and client requirements.

Compliance & Risk Management

• Follow all SPS policies, procedures, and contractual requirements.
• Support compliance with applicable OSHA and EEOC requirements.
• Document and report incidents, security concerns, and data breaches promptly.
• Maintain appropriate employee and operational documentation.

What You Bring

• High School Diploma or equivalent required.
• 5+ years of experience in client service, operations, or relationship management.
• Previous management or supervisory experience.
• Experience leading a team of approximately 5–10 employees.
• Strong customer service and relationship‑building skills.
• Excellent verbal and written communication skills.
• Strong problem‑solving and decision‑making abilities.
• Ability to manage multiple priorities in a fast‑paced environment.
• Strong organizational skills and attention to detail.
• Professional, dependable, and solutions‑oriented approach.
• Comfortable working with clients and senior‑level leaders.
• Proficient computer skills.
• Industry experience is a plus.

Physical Requirements

• Ability to lift and move 40 lbs. or more frequently.
• Ability to push or pull packages on a wheeled cart with loads up to 60 lbs.
• Ability to walk, stand, bend, kneel, and sit for extended periods.
• Ability to operate standard office equipment.

Travel

Local travel may be required, up to 25%.

Additional Information

This job description outlines the primary responsibilities of the position but is not intended to be an exhaustive list. Duties and responsibilities may change based on business and client needs.

Compensation

Compensation:
The expected compensation is an estimate, and the final offer will depend on skills, experience, location, and other job‑related factors.

Vacancy Status

Vacancy Status:
This posting is for an existing vacancy.

Pay Range

$80,000—$95,000 USD

WHAT WE OFFER

• 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.
• Paid Time Off: Full time: Minimum of 80 hours/calendar year. Part time/temporary: Minimum of 1 hour for every 30 hours worked. PTO amounts may increase based on tenure and/or the assigned account. PTO allows employees to take approved time off for any reason.
• Bonuses: Are available for employee and client referrals for current employees.
• Benefit Offerings: Medical, Dental, Vision, HCFSA, DCFSA, HSA, Commuter Transit and Parking Pre‑Tax Plans, 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, and Entertainment Discounts.
  • 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.

About SPS

SPS is a global workplace solutions and business transformation company operating in more than 20 countries. Across North America, we help clients enhance workplace experiences and business operations through services including workplace support, physical and digital mailroom solutions, intelligent document processing, reception and concierge services, and other business support offerings.

Our clients include leading organizations across banking, insurance, legal, higher education, professional services, and 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 applicable law.

Colorado only:We accept applications for an expected minimum of 5 days from the date it is posted. The posting may remain open longer as needed to ensure a robust and inclusive applicant pool.

To ensure a fair and authentic interview process, applicants may not use AI tools or any other form of real‑time assistance during interviews. SPS team members may use transcription or note‑taking technology solely to support accurate interview documentation. No AI or automated decision‑making tools are used to screen, assess, or select candidates for this role. SPS uses the Greenhouse Applicant Tracking System to facilitate application management and recruiting workflows. Human recruiters and hiring managers review applications and exercise independent judgment throughout the hiring process

SPS offers reasonable accommodations in the hiring and employment process for individuals with disabilities. If you need assistance in the application or hiring process to accommodate a disability, you may request an accommodation at any time.