Senior Client Services Manager

BCforward; Seattle (WA); On-site; USD 67,500 - 82,500; Full time

Job summary

BCforward is seeking a Client Services Manager to lead strategic staffing accounts across the U.S. You will serve as the primary client and MSP contact, ensuring top-tier service and driving account growth.

Collaborate with Recruiting, Operations, WFx, Onboarding, and Finance to deliver high-quality staffing solutions while maintaining SLA compliance. Responsibilities include end-to-end delivery across the hiring lifecycle, managing client expectations, and developing strategic account plans to

Qualifications

• Bachelor's degree or equivalent professional experience.
• 8+ years in Client Services, MSP/Staffing Account Management, or U.S. staffing operations.
• Experience managing enterprise staffing accounts within MSP/VMS environments.
• Working knowledge of VMS platforms such as Fieldglass, Beeline, IQNavigator, or similar technologies.
• Exceptional relationship management, communication, presentation, and negotiation skills.
• Ability to manage multiple priorities in a fast-paced, metrics-driven environment.

Responsibilities

• Serve as the primary relationship owner for assigned enterprise clients and MSP partners.
• Lead client meetings, supplier calls, business reviews, and hiring manager discussions.
• Proactively manage client expectations and resolve escalations for best-in-class service.
• Develop strategic account plans to identify growth opportunities across units, skills, and markets.
• Own end-to-end delivery across the hiring lifecycle: intake, submissions, interviews, offers, onboarding, starts, and redeployment.
• Monitor SLAs and delivery metrics to ensure compliance and consistent execution.
• Provide performance reporting, dashboards, and actionable insights for clients and teams.

Skills

Relationship management

Communication

Negotiation

Presentation skills

Education

Bachelor's degree or equivalent

Tools

Fieldglass

Beeline

IQNavigator

Job description

Salary starting from $75k plus commissions

Role Overview

We are seeking a relationship-driven and results-oriented Client Services Manager to lead strategic staffing accounts across the U.S. In this role, you will serve as the primary point of contact for clients and Managed Service Providers (MSPs), ensuring exceptional service delivery while driving account growth, operational excellence, and client satisfaction. The Client Services Manager partners closely with Recruiting, Operations, Workforce Experience (WFx), Onboarding, and Finance teams to deliver high-quality staffing solutions, maintain SLA compliance, and create outstanding experience for both clients and consultants. This position is instrumental in strengthening long-term partnerships, expanding business opportunities, and transforming client engagements into scalable, high-performing relationships.

What You'll Do

Client Relationship & Account Management

• Serve as the primary relationship owner for assigned enterprise clients and MSP partners.
• Build trusted, long-term partnerships that drive client retention, account growth, and increased market share.
• Lead client meetings, supplier calls, business reviews, and hiring manager discussions.
• Proactively manage client expectations, resolve escalations, and ensure a best-in-class customer experience.
• Develop strategic account plans to identify growth opportunities across business units, skill categories, and geographic markets.

Delivery Excellence

• Own end-to-end delivery performance across the hiring lifecycle, including requisition intake, candidate submissions, interviews, offers, onboarding, starts, extensions, and redeployment.
• Partner with recruiting teams to prioritize hiring initiatives based on business needs, urgency, fill ratios, and profitability.
• Monitor service levels and delivery metrics to ensure SLA compliance and consistent execution.
• Drive recruiter performance through data, coaching, and continuous process improvement.

MSP, VMS & Operational Management

• Ensure compliance with MSP and client-specific processes, policies, and governance standards.
• Manage requisitions and candidate activity within VMS platforms such as Fieldglass, Beeline, or similar systems.
• Collaborate with Operations, Workforce Experience (WFx), Onboarding, and Finance to ensure seamless onboarding, assignment management, payroll readiness, and consultant support.
• Maintain accurate ATS and VMS data to support reporting, compliance, and operational efficiency.

Performance Reporting & Business Insights

• Prepare and present weekly, monthly, and quarterly business reviews with clients and internal stakeholders.
• Track and analyze key performance metrics including fill rates, submission quality, interview conversions, aging requisitions, and revenue performance.
• Develop dashboards and scorecards that provide actionable insights and improve delivery outcomes.
• Ensure audit-ready documentation and adherence to internal compliance standards.

Qualifications

• Bachelor's degree or equivalent professional experience.
• 8+ years of experience in Client Services, MSP Account Management, Staffing Account Management, or U.S. staffing operations.
• Strong understanding of end-to-end U.S. staffing and recruiting processes.
• Experience managing enterprise staffing accounts within MSP/VMS environments.
• Working knowledge of VMS platforms such as Fieldglass, Beeline, IQNavigator, or similar technologies.
• Exceptional relationship management, communication, presentation, and negotiation skills.
• Demonstrated ability to manage multiple priorities in a fast-paced, metrics-driven environment.
• Strong analytical skills with the ability to interpret data and drive business decisions.
• Proven ability to influence cross-functional teams without direct authority.

Key Performance Indicators (KPIs)

Success in this role will be measured by:

• SLA and client KPI achievement
• Fill rates and delivery performance
• Interview-to-offer and offer-to-start conversion rates
• Client satisfaction and MSP performance ratings
• Revenue growth and account expansion
• Consultant retention and redeployment
• Data integrity, compliance, and audit readiness
• Escalation resolution effectiveness and response time

Why Join Us

• Partner with leading U.S. enterprise clients and nationally recognized MSP programs.
• Play a strategic role in growing key accounts and shaping client success.
• Collaborate with high-performing recruiting, operations, and delivery teams across global locations.
• Opportunity to travel within the U.S. for client meetings and business reviews.
• Clear career progression within Client Services, Account Management, and Delivery Leadership.
• Competitive base salary plus performance-based incentive opportunities.
• Comprehensive benefits package, including health insurance, transportation support, and company-provided meals.
• Thrive in a collaborative, performance-driven culture that values ownership, innovation, and continuous growth.