Senior Manager, Client Services

Description

Title: Senior Manager, Client Services

Location: Remote-US

Salary: $100K + 15% target bonus

We are PSI Services. We power world leading tests. Delivered with trusted science and the very best test taker experience. PSI supports test-takers on their journey to pursuing dreams and gaining certifications that are important to them. They believe that their dreams are worth working for; that their dreams are worth the effort. And we believe that too. This is our core purpose, to empower people to achieve their dreams.

We do this by being the best provider of workforce solutions, which foster both technology and science to deliver the best solutions for our test takers.

We are searching for top talent to join our PSI team and help grow our products and services. We have a creative, supportive and inclusive culture where we empower people in their careers to be their authentic self and make the most of their great talent.

At PSI, we are committed to helping people meet their potential and we believe that promoting diversity, equity and inclusion is critical to our success. That’s why you’ll find these ideals are intrinsic to our company culture and applied throughout the employee lifecycle.

Learn more about what we do at:

The Senior Client Services Manager is responsible for daily operations across a team that oversee client relationships for credentialing clients. as well as assisting department directors and leadership with projects and deliverables related to specific client assignments.

This role is a full-time, permanent position, Monday to Friday during general office hours, with availability to support critical issues on occasional evenings and weekends. This is a fully remote position.

• Leadership responsibilities for their Client Services team, including onboarding and training of staff, performance reviews, goal setting, team meetings, personal development etc.

• Maintain active and positive client relationships through team members and direct client engagement as needed

• Drive operational excellence through process optimization and implementation of best practices.

• Ensure contractual obligations and SLAs are met while maintaining high service standards.

• Partner with senior leadership to shape the future direction of client services, contributing to policy and process improvements.

• Participate in strategic discussions with senior leadership regarding topics of staffing, performance, future state planning, etc.

• Assist and collaborate with department leadership regarding staff, daily operational tasks and management of client relationships.

• Implementing cross-training across the group for business continuity purposes.

• Influencing across departmental leadership regarding staff, daily operational tasks and management of client relationships.

• Develop and retain an understanding of current proprietary software(s) and client platforms.

• Sense of urgency and accountability for responding to escalations as well as internal and external client requests via email or ticketing systems.

• Enforce a support structure within the Client Services team which sets them up for success when servicing clients.

• Foster positive client relationships by overseeing staff’s appropriate responses to client requests, addressing issues, guide and assist staff in investigations and resolving escalations, and coordinating tasks to meet deadlines and SLAs.

• Participate in program implementation and integration meetings with clients, attend standing meetings for current clients to address ongoing concerns or requests as required.

• Review and suggest process updates to improve efficiencies and eliminate redundances.

• Ensure all existing clients are being serviced to both their contractual and service level agreements.

• Participate in operational and planning meetings and attend calls to fulfil client deliverables as needed, including onboarding calls.

• Work with people across PSI to foster exceptional relationships and resolutions to tickets.

• Review and approve timesheets and PTO requests.

• Project management and the ability to manage multiple project assignments, timelines, deliverables, and milestones…