Manager, Client Services

Manager, Client Services

This position is at O’Neil Digital Solutions (ODS), a leading IT consulting firm that specializes in optimizing complex end‑to‑end business process systems across multiple industries.

The Client Services Manager’s priority is to support the Strategic Relationship Manager and Lead Client Services Manager in day‑to‑day management of client business activities. The role is responsible for internal job production SLA monitoring, invoicing, and reporting.

• Plan and strategize with the Strategic Relationship Manager and Lead Client Services Manager on the direction of client business.
• Partner with the Client Operations Team to monitor all daily print production, file sweeps, file reconciliation, job monitoring, print file verification, and quality checks.
• Manage the entire production workflow of client projects, including data processing, printing, fulfillment, mailing, invoicing, reporting, and inventory management.
• Oversee and track client SLAs and performance metrics.
• Pro‑actively manage and respond to client inquiries and needs in a timely manner.
• Collaborate with the Client Operations team on inventory management, including NAV Kit Matrix, bulk shipments, collateral print estimates/proposals, and purchase orders.
• Plan and maintain capacity and load balance in coordination with production management.
• Collaborate with the Production Engineering team on new projects and production setups.
• Create, submit, and manage all tasks in Jira.
• Work closely with the IT team on submitting and prioritizing client requests.
• Research and resolve production‑related issues.
• Serve as liaison between clients and all internal departments.
• Develop, manage, and maintain client reporting and ad‑hoc reporting.
• Maintain client‑specific information in Confluence, including standard operating procedures.
• Perform other duties as assigned.

• Associate’s degree from an accredited college or university is required.
• 5+ years of relevant work experience in client services, project planning, and strategic planning in vertical markets (e.g., Healthcare, Financial Services, Retail).
• Proficiency with Microsoft Office products (Word, Excel) and Jira/Confluence is a plus.
• Strong attention to detail, work ethic, and ability to thrive in a team environment.
• Requires moderate day‑to‑day direction for problem solving and timely response.
• Excellent interpersonal and communication skills.
• Ability to collaborate with co‑workers to achieve company/department goals and values.
• Basic knowledge of technical processes.

While performing the duties of this job, the employee is regularly required to sit, stand, walk, and use hands to type. The noise level in the work environment is usually moderate. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

O’Neil Digital Solutions is an equal opportunity employer. All aspects of employment, including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. O’Neil Digital Solutions does not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.