Onsite Client Services Lead

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

Job summary

SPS is seeking a Client Service Manager to lead on-site client operations, manage a small team, and ensure premier service delivery. You will serve as the main client contact, oversee daily processes, and coordinate client initiatives while maintaining strong relationships with leadership and staff.

Ideal candidates bring 5+ years in client service/operations, proven supervisory experience, and excellent communication skills. Local travel may be required; compensation ranges with experience.

Qualifications

• 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.

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.
• 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.
• 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.
• 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.

Skills

Customer service

Relationship management

Team leadership

Communication

Problem solving

Education

High School Diploma or equivalent

Job description

SPS is seeking a Client Service Manager to lead on-site client operations, manage a small team, and ensure premier service delivery. You will serve as the main client contact, oversee daily processes, and coordinate client initiatives while maintaining strong relationships with leadership and staff.

Ideal candidates bring 5+ years in client service/operations, proven supervisory experience, and excellent communication skills. Local travel may be required; compensation ranges with experience.