Client Services Manager

MCI is one of the fastest‑growing tech‑enabled business services companies in the USA, offering Customer Experience (CX), Business Process Outsourcing (BPO) and Anything‑as‑a‑Service (XaaS) solutions across a wide range of industries.

We are looking for a Client Services Manager to serve as the key point of contact for assigned client accounts. This role is responsible for ensuring exceptional service delivery, fostering strong client relationships, driving operational improvements, and identifying opportunities for account growth.

• Act as the primary liaison for assigned clients, ensuring their needs are met with professionalism and efficiency.
• Oversee service delivery to ensure alignment with client expectations, service level agreements (SLAs), and key performance indicators (KPIs).
• Conduct regular business reviews and present performance updates to clients.
• Collaborate with internal teams including operations, quality assurance and training to resolve issues and enhance service delivery.
• Identify and pursue opportunities for account expansion and recommend value‑added services.
• Manage client onboarding, transitions and change requests to ensure a seamless experience.
• Monitor client satisfaction and proactively address concerns to maintain strong, long‑term partnerships.
• Support internal process optimization to uphold consistent service quality.

• Demonstrated experience in client services, account management, or operations.
• Strong interpersonal and communication skills with the ability to build trust and influence stakeholders.
• Excellent organizational and problem‑solving abilities.
• Proven ability to manage multiple priorities and collaborate across departments.
• Analytical mindset with strong attention to detail.
• Familiarity with KPIs, SLAs, and client reporting processes is a plus.

• Bachelor’s degree in Business Administration, Operations Management, Communications, or a related field, or equivalent professional experience.
• Minimum of 3 years’ experience in a client‑facing role within a BPO, customer experience, or related industry.
• Proven success in managing client relationships and meeting performance targets.
• Proficiency in Microsoft Office Suite (Excel, PowerPoint, Word).
• Experience with CRM or workforce management tools is advantageous.
• Strong verbal and written communication skills.
• Ability to thrive in a fast‑paced, dynamic environment.
• Proactive approach with a focus on continuous improvement and collaboration across QA, Training, and Operations teams.

• Paid Time Off (PTO) and paid holidays.
• Incentives & Rewards including contests with cash bonuses and prizes.
• Health Benefits:
  
  comprehensive medical, dental and vision coverage after 60 days; MEC plans after 30 days.
• Retirement Savings programs where available.
• Short‑term disability insurance.
• Life insurance options.
• Supplemental Insurance: accident and critical illness insurance.
• Career Growth opportunities with a focus on internal promotions.
• Paid Training to develop new skills.
• Engaging work environment with team‑oriented culture.
• Casual Dress Code.

This job operates in a professional office environment. The employee will be largely sedentary and will be required to sit/stand for long periods while using a computer and telephone headset. The employee will be regularly required to operate a computer and other office equipment, including a phone, copier, and printer. The employee may occasionally be required to move about the office, reach in any direction, raise or lower objects, move objects from place to place, hold onto objects, and move or exert force up to forty (40) pounds.

• Must be authorized to work in the country where the job is based.

• Must be willing to submit up to a LEVEL II background and/or security investigation with a fingerprint. Job offers are contingent on background/security investigation results.
• Must be willing to submit to drug screening. Job offers are contingent on drug screening results (does not apply in Canada).

Consistent with the Americans with Disabilities Act (ADA), it is the policy of MCI and its…