Client Services Manager

Location:

Cincinnati, OH (Hybrid – a combination of in-office and remote work, with approximately 50% in-office each month based on business and client needs.)

Department:
Delivery & Client Success

Reports To:

Director of Strategic Delivery and Program Manager

Position Summary

Koncert IT Solutions is seeking a highly organized, client-focused Client Success Manager (CSM) to serve as the primary day-to-day partner for clients, hiring managers, suppliers, and internal delivery teams. The Client Success Manager is responsible for driving an exceptional client experience by managing requisitions from intake through fulfillment, facilitating supplier engagement, ensuring timely communication, and supporting the successful delivery of workforce solutions.

This is a hands-on role requiring someone who enjoys building relationships, solving problems, managing multiple priorities, and proactively identifying opportunities to improve client outcomes and expand services.

Client Relationship Management

• Serve as the primary day-to-day point of contact for assigned client accounts
• Build trusted relationships with hiring managers, procurement, HR, and key stakeholders
• Conduct regular client check-ins to understand hiring priorities and workforce needs
• Identify opportunities to expand Koncert services and partner with Business Development

Requisition & Intake Management

• Lead intake meetings with hiring managers to define position requirements, timelines, budgets, and desired candidate profiles
• Open and manage requisitions in the VMS or Marketplace platform
• Ensure requisitions are accurate, complete, and aligned with client expectations
• Manage requisitions from opening through successful placement and onboarding
• Build strong relationships with staffing suppliers and marketplace partners
• Conduct supplier kickoff meetings and communicate hiring expectations
• Review candidate submissions for quality and alignment with position requirements
• Provide timely supplier feedback and monitor supplier performance

Client Delivery

• Coordinate interviews, feedback, offers, onboarding, and hiring activities
• Monitor open requisitions and proactively resolve delivery challenges
• Ensure consistent communication between clients, suppliers, recruiters, and candidates

Operational Excellence

• Maintain accurate records within VMS platforms
• Monitor KPIs, SLAs, and hiring metrics
• Prepare client reports and status updates
• Recommend process improvements to enhance client experience

Qualifications

• Bachelor's degree or equivalent experience
• 3-7 years of experience in Client Success, MSP, Staffing, Recruiting, Account Management, or Workforce Solutions
• Strong relationship-building, communication, and organizational skills
• Experience with VMS platforms such as Talent Now, VNDLY, SAP Fieldglass, Beeline, or similar is preferred.

Success Measures

• Client satisfaction and retention
• Time-to-fill and SLA achievement
• Supplier engagement and candidate quality
• Growth of existing client relationships and identification of expansion opportunities