Client Services Manager

MCI; Richmond (VA); On-site; USD 70,000 - 90,000; Full time

Benefits offered by this job

Paid Time Off

Health Benefits

Incentives & Rewards

Job summary

MCI is seeking a Client Services Manager in Richmond, Virginia. This role serves as the primary contact for clients, ensuring their needs are met and fostering strong client relationships.

The ideal candidate has a Bachelor’s degree and at least 3 years of experience in client services. Responsibilities include overseeing service delivery, conducting business reviews, and identifying opportunities for account expansion. Competitive benefits include health coverage and paid time off.

Qualifications

• Minimum of 3 years of experience in a client-facing role.
• Proven success in managing client relationships.
• Strong verbal and written communication skills.

Responsibilities

• Act as the primary liaison for assigned clients.
• Oversee service delivery and ensure client satisfaction.
• Identify opportunities for account expansion.

Skills

Client services

Interpersonal skills

Organizational skills

Problem-solving

Analytical mindset

Education

Bachelor’s degree in Business Administration or related field

Tools

Microsoft Office Suite

CRM software

Job description

MCI is one of the fastest‑growing tech‑enabled business services companies in the USA, offering Customer Experience (CX), Business Process Outsourcing (BPO) and Anything‑as‑a‑Service (XaaS) solutions across a wide range of industries.

We are looking for a Client Services Manager to serve as the key point of contact for assigned client accounts. This role is responsible for ensuring exceptional service delivery, fostering strong client relationships, driving operational improvements, and identifying opportunities for account growth.

Key Responsibilities

• Act as the primary liaison for assigned clients, ensuring their needs are met with professionalism and efficiency.
• Oversee service delivery to ensure alignment with client expectations, service level agreements (SLAs), and key performance indicators (KPIs).
• Conduct regular business reviews and present performance updates to clients.
• Collaborate with internal teams including operations, quality assurance and training to resolve issues and enhance service delivery.
• Identify and pursue opportunities for account expansion and recommend value‑added services.
• Manage client onboarding, transitions and change requests to ensure a seamless experience.
• Monitor client satisfaction and proactively address concerns to maintain strong, long‑term partnerships.
• Support internal process optimization to uphold consistent service quality.

Skills & Experience

• Demonstrated experience in client services, account management, or operations.
• Strong interpersonal and communication skills with the ability to build trust and influence stakeholders.
• Excellent organizational and problem‑solving abilities.
• Proven ability to manage multiple priorities and collaborate across departments.
• Analytical mindset with strong attention to detail.
• Familiarity with KPIs, SLAs, and client reporting processes is a plus.

Candidate Profile

• Bachelor’s degree in Business Administration, Operations Management, Communications, or a related field, or equivalent professional experience.
• Minimum of 3 years’ experience in a client‑facing role within a BPO, customer experience, or related industry.
• Proven success in managing client relationships and meeting performance targets.
• Proficiency in Microsoft Office Suite (Excel, PowerPoint, Word).
• Experience with CRM or workforce management tools is advantageous.
• Strong verbal and written communication skills.
• Ability to thrive in a fast‑paced, dynamic environment.
• Proactive approach with a focus on continuous improvement and collaboration across QA, Training, and Operations teams.

Benefits & Compensation

• Paid Time Off (PTO) and paid holidays.
• Incentives & Rewards including contests with cash bonuses and prizes.
• Health Benefits: comprehensive medical, dental and vision coverage after 60 days; MEC plans after 30 days.
• Retirement Savings programs where available.
• Short‑term disability insurance.
• Life insurance options.
• Supplemental Insurance: accident and critical illness insurance.
• Career Growth opportunities with a focus on internal promotions.
• Paid Training to develop new skills.
• Engaging work environment with team‑oriented culture.
• Casual Dress Code.

This job operates in a professional office environment. The employee will be largely sedentary and will be required to sit/stand for long periods while using a computer and telephone headset. The employee will be regularly required to operate a computer and other office equipment, including a phone, copier, and printer. The employee may occasionally be required to move about the office, reach in any direction, raise or lower objects, move objects from place to place, hold onto objects, and move or exert force up to forty (40) pounds.

Work Location

• Must be authorized to work in the country where the job is based.

Background & Screening

• Must be willing to submit up to a LEVEL II background and/or security investigation with a fingerprint. Job offers are contingent on background/security investigation results.
• Must be willing to submit to drug screening. Job offers are contingent on drug screening results (does not apply in Canada).

Equal Employment Opportunity

Consistent with the Americans with Disabilities Act (ADA), it is the policy of MCI and its affiliates to provide reasonable accommodations when requested by a qualified applicant or employee with a disability unless such accommodations would cause undue hardship. The policy regarding requests for reasonable accommodation applies to all aspects of employment. If reasonable accommodations are needed, please contact Human Resources.

At MCI and its subsidiaries, we embrace differences and believe diversity is a benefit to our employees, our company, our customers, and our community. All aspects of employment at MCI are based solely on a person's merit and qualifications. MCI maintains a work environment free from discrimination, where employees are treated with dignity and respect. All employees share in the responsibility for fulfilling MCI's commitment to a diverse and equal opportunity work environment.

MCI does not discriminate against any employee or applicant on the basis of age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations, and ordinances. MCI will consider for employment qualified applicants with criminal histories in a manner consistent with local and federal requirements.

MCI will not tolerate discrimination or harassment based on any of these characteristics. We adhere to these principles in all aspects of employment, including recruitment, hiring, training, compensation, promotion, benefits, social and recreational programs, and discipline. In addition, it is the policy of MCI to provide reasonable accommodation to qualified employees who have protected disabilities to the extent required by applicable laws, regulations, and ordinances where an employee works.