Regional Client Relations Manager

K2 Services; Boston (MA); On-site; USD 90,000 - 100,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401(k) retirement plan

Paid Time Off (PTO)

Job summary

Opensity Solutions is seeking a Regional Client Relations Manager to lead client relationships, operations, and financial performance across one or more client sites. You will manage up to 50 on-site staff, drive service excellence, and support growth initiatives.

The role reports to the Client Relations Director or VP of Client Relations. You will develop strategies for client retention, improve service delivery, and oversee budgets, revenue, and billing processes while ensuring compliance with

Qualifications

• Bachelor’s degree preferred or equivalent experience.
• 3+ years in service operations management or client relations.
• Experience leading multi-site teams and managing large workforces.

Responsibilities

• Serve as the primary point of contact for clients, building and maintaining long-term relationships.
• Understand client needs and provide tailored service solutions to exceed expectations.
• Lead on-site operational teams up to 50 employees and ensure SLA adherence.
• Oversee daily operations, client requests, issue resolution, and workforce coordination.
• Define and maintain operational processes and service standards with clients.
• Identify KPIs and monitor performance against SLAs and business goals.
• Drive continuous process improvement for efficiency and quality.
• Support business development and expansion within existing accounts.

Skills

Client relations

Operations leadership

Budgeting & forecasting

Communication skills

Leadership

Education

Bachelor’s degree

Tools

Microsoft Office Suite

Reporting dashboards/tools

Job description

About Us:

Opensity Solutions is the largest tech‑enabled managed services organization serving leading law firms, financial institutions and professional services firms. At Opensity, we provide integrated operational platforms, automation and advisory services that enable clients to modernize operating models, reduce cost and accelerate growth. Our capabilities include IT and technology solutions, document processing and administrative support, marketing and communications, billing and AP/AR services, records and information governance, workflow automation, consulting and hospitality and facilities services.

Our Mission:

Ourmissionis to providemodernized technology platforms,elevated technology support, andvaluable insights, empoweringour clientsto excel inwhat they do best.

Summary

The Regional Client Relations Manager is responsible for client relationship management, operational leadership, people leadership, business development and financial responsibility for the business operations teams. The role has overall responsibility for delivering stellar service and driving client satisfaction and retention within a high-growth business. Manage a team comprised of up to 50 employees across one or more client sites. The Regional Client Relations Manager will bring experience and expertise in delivering compelling solutions for existing clients. Additionally, you will provide thought leadership on a variety of topics including strategy, trends, and best practices. This person will understand and run the day‑to‑day functions of the client focus area against targets and metrics, including revenue, profitability, and compliance with corporate policy and procedures. The Regional Client Relations Manager lives, supports, and champions our core values. This role reports to the Client Relations Director or the Vice President of Client Relations.

Role & Responsibilities

• Serve as the primary point of contact for clients, building andmaintainingstrong, long-term relationships that drive satisfaction and retention.
• Understand client needs, goals, and operational challenges to deliver tailored service solutions and exceed expectations.
• Proactively communicate with clients to address concerns, ensure alignment, andidentifyopportunities for service expansion and improvement.
• Lead and manage on-site operational teams of up to 50 employees to ensure efficient service delivery and adherence to SLAs.
• Oversee daily operational activities, including client requests, issue resolution, and workforce coordination.
• Ensure site readiness, including proper communication tools, signage, and operational organization.
• Define, implement, andmaintainoperational processes, procedures, and service standards in collaboration with clients.
• Identifyandmonitorkey performance indicators (KPIs) to ensure compliance with service-level agreements and businessobjectives.
• Lead continuous process improvement initiatives to enhance service efficiency, quality, and consistency.
• Execute business development strategies byidentifyinggrowth opportunities within existing accounts and supporting expansion efforts.
• Provide input into client proposals, service solutions, and strategic account planning.
• Conduct client satisfaction assessments and implement action plans to improve service delivery and retention.
• Drive financial performance by managing budgets,monitoringrevenue, controlling costs, and ensuringaccuratebilling and invoicing.
• Ensure compliance with contractual obligations, including staffing levels, pricing agreements, and renewal requirements.
• Recruit, develop, and manage high‑performing teams, including performance management, coaching, and career development.
• Collaborate with Human Resources on employee relations, staffing needs, and organizational development initiatives.
• Support DEI initiatives and foster an inclusive, high-performance work environment.

KNOWLEDGE, SKILLS & ATTRIBUTES:

• Strongexpertisein client relationship management, operations leadership, and service delivery in high-volume environments.
• Demonstrated ability to lead multi-site teams and manage large operational workforces.
• Strong financial acumen including budgeting, forecasting, and profitability management.
• Excellent communication, presentation, and interpersonal skills with the ability to influence clients and internal stakeholders.
• Strong problem-solving, strategic thinking, and decision‑making abilities.
• Ability to manage multiple priorities in a fast‑paced, high‑growth environment.
• Strong leadership skills with proven ability to develop, coach, and retain talent.
• Proficiencyin Microsoft Office Suite and operational reporting tools.
• Strong attention to detail with the ability tomaintainaccuracy under pressure.
• Ability tomaintainconfidentiality and professionalism in client‑facing environments.

Qualifications

Education:Bachelor’s degreehighly preferred with equivalent extensive experience considered

Experience:

• Minimum of 3+ years of experience in service operations management, client relations, account management, or similar leadership roles in a high-performance, client-facing environment.
• Demonstrated success managing teams and driving measurable operational improvementsrequired.

Technical Skills:

• Proficiency in Microsoft Office Suiterequired.
• Experience with reporting systems, dashboards, and workforce management tools preferred.
• Ability to analyze operational and financial performance datarequired.

The Compensation range for this role is 90,000.00 to 100,000 USD per year and may be eligible for an annual bonus. Actual compensation within that range will be dependent upon the individual’s location, skills, experience and qualifications.

All eligible employees receive access to a comprehensive benefits package, including:

• Medical insurance
• Dental insurance
• Vision insurance
• 401(k) retirement plan
• Paid Time Off (PTO)

#INDHP

Opensity is committed to fostering an inclusive, equitable, and accessible workplace. We believe diverse perspectives strengthen our teams and the work we do for our clients.

Opensity provides equal employment opportunities to all applicants and employees and does not discriminate on the basis of race, colour, religion or creed, sex, sexual orientation, gender identity or expression, age, national or ethnic origin, ancestry, citizenship, disability, family status, marital status, source of income, record of offences, or any other characteristic protected under applicable federal or provincial human rights legislation.

We are committed to fair and barrier free recruitment, selection, and employment practices, and to providing reasonable accommodation throughout the hiring process and employment lifecycle, in accordance with applicable human rights legislation.

Candidates who require accommodation during any stage of the recruitment process are encouraged to advise our Talent team so appropriate support can be provided.