Regional Client Success & Operations Leader

Global Business Transformation Solutions, LLC (GBTS); Massachusetts; Hybrid; USD 90,000 - 100,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401(k) retirement plan

PTO

Job summary

Opensity Solutions is seeking a Regional Client Relations Manager to lead client relationships and operations across client sites, delivering stellar service and maximizing retention.

You will manage up to 50 on-site employees, align with client goals, and drive initiatives that improve service quality and profitability. A bachelor’s degree is preferred with 3+ years in service operations or client relations. Benefits include comprehensive insurance and a 401(k) plan.

Qualifications

• Bachelor’s degree highly preferred; equivalent extensive experience considered.
• 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.
• Proficiency in Microsoft Office Suite required; experience with reporting systems, dashboards, and workforce management tools preferred.

Responsibilities

• Serve as the primary point of contact for clients, building and maintaining strong, 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, and identify opportunities 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.
• Define, implement, and maintain operational processes, procedures, and service standards in collaboration with clients.
• Identify and monitor key performance indicators (KPIs) to ensure compliance with service-level agreements and business objectives.
• Lead continuous process improvement initiatives to enhance service efficiency, quality, and consistency.
• Execute business development strategies by identifying growth 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, monitoring revenue, controlling costs, and ensuring accurate billing 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.

Skills

Client relationship management

Operations leadership

Service delivery

Multi-site teams

Financial acumen

Budgeting

Forecasting

Profitability management

Communication skills

Leadership

Education

Bachelor’s degree

Tools

Microsoft Office Suite

Operational reporting tools

Job description

Opensity Solutions is seeking a Regional Client Relations Manager to lead client relationships and operations across client sites, delivering stellar service and maximizing retention.

You will manage up to 50 on-site employees, align with client goals, and drive initiatives that improve service quality and profitability. A bachelor’s degree is preferred with 3+ years in service operations or client relations. Benefits include comprehensive insurance and a 401(k) plan.