Program Manager

Careerwebsite; Savage, Northern (MN, KY); Hybrid; USD 90,000 - 120,000; Full time

Job summary

StrategicSource (SSI) is seeking a Program Manager / Client Services Manager to own the client journey from onboarding through renewal, manage day-to-day relationships, and deliver value to executives.

The role requires hands-on relationship management, the ability to present to C-suite executives, and collaboration with cross-functional teams. Domestic travel is expected.

This position can be remote, hybrid, or in-office, based in Savage, Minnesota, with competitive salaries and benefits.

Qualifications

• 3+ years of experience in client services or account management.
• Strong communication with senior and executive stakeholders.
• Proficiency with ERP, Microsoft Office, and portal tools.
• Willingness to travel domestically.

Responsibilities

• Guide every assigned client through the Client Portal and ensure adoption.
• Onboard new clients and offboard departing clients in a professional manner.
• Initiate every project submission with client-driven details and attachments.
• Review recommendations with Sourcing and present to clients for timely decisions.
• Coordinate category implementation and hand-offs for execution.
• Initiate client audits and provide follow-up.
• Lead monthly client meetings and present dashboards, objectives, and updates.

Skills

Executive presence

C-Suite communication

Client relationship management

Negotiation

Onboarding

Project management

Travel coordination

Stakeholder management

Education

BS/BS Degree in Business or related degree

Tools

ERP

Microsoft Office

Portal/Collaboration tools

Job description

The Program Manager / Client Services Manager (PM/CSM) owns the direct execution of the Client Journey for an assigned portfolio of client accounts - from onboarding through renewal. This role personally initiates projects, presents recommendations, runs client meetings, initiates audits, and manages the day-to-day client relationship to meet and exceed client expectations. The PM/CSM is also responsible for the full onboarding of new clients and the professional offboarding of departing clients on their accounts. The ideal candidate is a hands-on relationship manager who communicates and negotiates confidently with senior and executive stakeholders, including client "C" suite executives, and treats client satisfaction and retention as the measure of success.

Domestic travel is required for this position. This position could be remote, hybrid, or in-office. StrategicSource (SSI) is a veteran-owned company located in Savage, Minnesota. SSI offers competitive salaries and benefits and has been placed on the Minnesota Best Places to Work list.

Key Responsibilities:

1. Client Portal - Guide every assigned client through all aspects of the Client Portal and its associated tools, ensuring full confidence and adoption of the platform.
2. Client Onboarding & Offboarding - Execute new client onboarding in line with the Client Journey, setting each relationship up for early
   trust, satisfaction, and long-term retention.Complete all onboarding tasks accurately and on schedule for every new client.Execute the professional offboarding of any departing client, including final production and storage of documents, portal shut-down, and delivery of the client "goodbye" packet.
3. Project Submission - Initiate every project submission so it is complete, accurate, and client-driven from the start, with all required supporting documents attached.
4. Project Review & Presentation - Review each recommendation with Sourcing prior to client presentation to confirm accuracy and completeness.Present recommendations to clients in a manner that guides them to a timely decision.
5. Project Implementation - Coordinate the implementation of each category, including the steps required for a successful hand-off and execution.
6. Client Audits - Correctly initiate client audits, including required steps and supporting documentation, client presentation, and follow-up.
7. Client Meetings - Develop an approved client meeting agenda for each monthly client update.Present every meeting via the Client Portal, covering the Dashboard, Client Objectives, and Best in Class journey, as well as new submissions, recommendations, audits, and pending category reviews.
8. Communications and Reporting - Deliver SSI standard reporting on schedule, including Monthly Client Updates (via portal) and Monthly Pending - Rejected categories.
9. Account & Relationship Management - Build and manage day-to-day relationships across each assigned account, monitoring account health and surfacing risk early. Serve as the client's primary point of contact, communicating and negotiating confidently with client stakeholders, including C-suite executives, to drive engagement and satisfaction.
10. Client Referrals - 20-groups - Request client referrals on a monthly basis during client meetings to help achieve company sales objectives.
11. Client Journey Alignment - Execute every stage of the Client Journey - onboarding, delivery, communication, and offboarding - consistently and to the standard set by the Client Playbook. Incorporate coaching and updates from the Regional Director, Training & Client Onboarding as the Client Journey and service model evolve.

• BS/BS Degree in Business or related degree
• Executive Presence & C-Suite Communication: ability to confidently present, discuss, and negotiate program value and outcomes directly with C-level executives
  3+ years of experience in client services, account management, or a related client-facing role, ideally in a professional or software services environment
• Strong negotiation skills, able to manage expectations and advocate for both the client and the company
• Working knowledge of the Client Journey and StrategicSource's service delivery model, or ability to learn it quickly
• Proficiency with an ERP, Microsoft Office, and portal/collaboration tools
• Strong organizational skills, able to manage multiple accounts and deadlines without compromising service quality
• Ability to travel to client sites as needed