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Client Service Manager Job Description

This is an example of a Client Service Manager job description for a reference when building your resume. Analyze the qualifications and requirements listed to get an understanding of what you need to include on your resume for what employers would look for in this field.

SUMMARY:

As a Client Service Manager, your primary responsibility is to oversee and manage the relationships with clients of an organization. You will serve as the main point of contact, ensuring exceptional client service, addressing inquiries, resolving issues, and fostering long-term client satisfaction and loyalty. Your role involves managing a portfolio of clients, collaborating with cross-functional teams, and driving growth and retention within the client base.

Additional strategies for this can be found here.

FUNCTIONAL DUTIES:

  • Relationship Management:
    • Build and maintain strong relationships with clients, serving as their primary point of contact for all inquiries, concerns, and requests.
    • Understand clients’ business objectives, needs, and expectations to provide tailored solutions and ensure client satisfaction.
    • Conduct regular check-ins, meetings, and business reviews to assess client satisfaction, identify opportunities, and address any concerns or challenges.
  • Client Service Delivery:
    • Coordinate and collaborate with internal teams, such as sales, operations, and technical support, to ensure the delivery of high-quality and timely services to clients.
    • Serve as the voice of the client within the organization, advocating for their needs and working cross-functionally to meet or exceed client expectations.
    • Proactively identify and address potential issues or bottlenecks that may impact the client’s experience or service delivery.
  • Issue Resolution:
    • Act as a point of escalation for client issues, working closely with relevant teams to ensure prompt and satisfactory resolution.
    • Use active listening and problem-solving skills to understand the root cause of issues, address concerns, and implement corrective actions to prevent recurrence.
    • Keep clients informed throughout the resolution process, maintaining transparency and providing timely updates.
    • Account Growth and Retention:
    • Identify opportunities to expand the scope of services offered to clients, working collaboratively with the sales team to upsell or cross-sell additional products or solutions.
    • Develop and execute account plans to maximize client retention, focusing on building long-term partnerships and identifying strategies to increase client satisfaction and loyalty.
    • Conduct regular business reviews with clients, sharing insights, demonstrating the value of services, and identifying areas for improvement or expansion.
  • Client Feedback and Insights:
    • Proactively gather client feedback through surveys, meetings, and other feedback mechanisms to assess satisfaction, identify areas for improvement, and drive customer-centric enhancements.
    • Analyze client data and trends to gain insights into their preferences, needs, and challenges, and share those insights with relevant internal teams to enhance service offerings and client experiences.
    • Contract Management:
    • Oversee contract negotiations, renewals, and amendments, ensuring compliance with agreed-upon terms and conditions.
    • Collaborate with legal and finance teams to ensure timely and accurate contract management, billing, and payment processes.

REQUIREMENTS:

  • Bachelor’s degree in business administration, marketing, or a related field (Master’s degree preferred)
  • Proven experience in client relationship management or a related customer-facing role
  • Strong interpersonal and communication skills, with the ability to build rapport and establish trust with clients
  • Excellent problem-solving and conflict resolution abilities, with a focus on providing effective solutions and maintaining client satisfaction
  • Business acumen and understanding of client needs and market dynamics within the industry
  • Ability to collaborate and influence cross-functional teams to deliver exceptional client service
  • Strong organizational and time management skills, with the ability to manage multiple client relationships and prioritize tasks effectively
  • Analytical mindset, with the ability to interpret data and insights to drive business decisions and improvements
  • Proficiency in CRM systems, customer service software, and other relevant tools
  • Attention to detail and accuracy in managing client contracts, documentation, and reporting

This job description provides a general overview of the responsibilities and qualifications typically associated with the role of a Client Service Manager. Actual job descriptions may vary depending on the organization’s industry, size, and specific requirements.

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