Client Services Manager

Client Services Manager

ESOP Services

Senior Client Service Manager

Yes

ESOP Partners, Inc. is a third-party administration and consulting firm dedicated to providing a liquid business transition solution for owners of closely held businesses through the establishment, maintenance, and sustainability of Employee Stock Ownership Plans (ESOPs). Our mission is to maximize the financial and cultural benefits of employee ownership by helping ESOP companies build strong, informed, and engaged employee ownership cultures.

• Seek to Understand – We identify the underlying reasons behind questions and actions and take ownership of continuous learning and improvement.
• Manage Expectations – We proactively communicate clear, specific, and achievable objectives to create alignment and accountability.
• Collaborate – We work together through constructive discussion and teamwork to achieve win-win outcomes.
• Get Things Done – We prioritize, organize, and execute efficiently to deliver accurate and timely results.
• Practice Professional Skepticism – We apply a questioning mindset to objectively analyze information for quality and accuracy.
• Exhibit Mental Strength – We manage challenges with professionalism, resilience, and a solutions-oriented attitude.

The Client Services Manager leads the people, workflow, resources, and project delivery activities of the ESOP Services team. This role is responsible for the performance, development, and coaching/mentoring of ESOP Assistant Administrators, balancing workloads and capacity, and ensuring client work is completed accurately, on time, within scope, and in alignment with financial expectations. The manager monitors team and project performance, anticipates staffing needs, addresses delivery risks, and strengthens onboarding, training, processes, and operating practices.

Success requires effective people leadership, sound operational judgment, and the ability to manage competing priorities in a deadline-driven professional-services environment.

• Location:
  
  In-office position based in Appleton, Wisconsin
• Position Type:
  Full-time | Exempt
• Work Schedule:
  
  This role manages a team that works a busy season and may include periods of higher demand. This role works an average of 45 hours per week.
• Travel:
  Minimal; occasional as needed for personal or professional development

• Lead, coach, and develop employees through clear expectations, ongoing feedback, performance management, and individual development planning.
• Oversee daily workflow, project assignments, priorities, escalations, time off requests, and team coverage.
• Coordinate client-service projects to ensure clear ownership, timely completion, appropriate scope, and consistent quality.
• Monitor project schedules, hours, budgets, profitability, scope, and delivery risks; coordinate corrective actions when performance falls below expectations.
• Balance employee workloads based on priorities, capabilities, availability, capacity, and development needs.
• Review workload, utilization, project pipeline, and seasonal demand to anticipate staffing needs and support hiring decisions.
• Monitor productivity and quality metrics, investigate variances, and implement improvement plans.
• Own onboarding, training, competency development, and departmental process documentation.
• Partner with departmental leadership, project leads, Finance, Sales, and HR to align staffing and delivery priorities.
• Implement improvements that strengthen delivery accuracy, efficiency, predictability, profitability, and client experience.

• Demonstrated ability to coach employees, manage performance, and develop…