Client Service Program Manager

Overview

The Client Service Program Manager (CSPM) will serve as a strategic partner to clients and be responsible for delivering exceptional service across multiple client accounts. This role focuses on building and sustaining relationships that lead to high customer satisfaction, contract renewals, and program growth. The CSPM will regularly provide updates on engagement status and outcomes to clients, including C-level executives, day-to-day management, and key influencers.

• Communication: Clear, empathetic, and proactive communication with clients and internal teams.
• Problem-Solving: Quickly diagnosing client issues and finding effective, practical solutions.
• Remote Professionalism: Attending meetings on time and fully prepared, adhering to camera and responsiveness standards, and maintaining a professional presence and demeanor in all virtual interactions.
• Conflict Resolution: Navigating difficult conversations, de-escalating conflicts, and finding win-win outcomes.
• Time Management & Organization: Balancing multiple clients, deadlines, and priorities without compromising service quality.
• Negotiation: Managing expectations, handling contract discussions, and advocating for both the client and company.
• Tech-Savviness: Familiarity in working with an ERP, Microsoft Office, and collaboration tools.
• Influencing: Strong ability to continually communicate and reinforce SSI’s value proposition to ensure client engagement and buy-in.

• Empathy & Patience: Understanding client concerns and responding with care and professionalism.
• Adaptability: Thriving in fast-paced environments and adjusting to changing client needs or business priorities.
• Resilience & Composure: Staying calm and collected, even under pressure or during challenging interactions.
• Proactive Mindset: Anticipating client needs, suggesting improvements, and addressing issues before they escalate.
• Detail-Oriented: Keeping track of client preferences, contract details, and service histories.
• Executive Presence: Ability to effectively and efficiently communicate with clients at all levels of the organization.
• Growth Mindset: Desire to continue to learn and grow both professionally and personally.

Some travel is required for this position. This position could be remote, hybrid, or in-office. Strategic Source (SSI) is a values-driven, veteran-owned company located in Savage, Minnesota. SSI offers competitive salaries and benefits and has been placed on the Minnesota Best Places to Work list. If you are looking for a job that fits this description and you meet the qualifications, apply today!