Client Services Manager

About the role

You own the end to end health and performance of client service operations for assigned Businessolver clients. You own the client relationship at the operational level, translating Businessolver value into day to day execution and responsiveness. You own the team schedule, capacity, and quality assurance processes that keep client deliverables on track and risk free. You own the escalation path for all client deliverables, ensuring internal teams and Client Service Leads have clear direction and timely information. You own the analysis of daily and weekly performance data, surfacing trends and improvement opportunities to leadership and clients. You own the execution of performance management and compensation administration for your pod, aligning individual results with client success. You operate as the domain leader for one or more roles within your team, setting standards and coaching others.

Key facts

What you'll do

• Participate in client meetings including escalation discussions, when needed, representing Businessolver with clarity and professionalism.
• Ensure the team is executing on client activity and proactively engaging Client Service Leads, Directors, and other internal teams as needed on open items.
• Review and analyze performance of client deliverables daily, including work completed onshore and offshore, reviewing risk areas with team members as needed.
• Ensure the team meets and exceeds daily work volumes and productivity metrics consistently.
• Identify and communicate trends or areas of improvement for both client outcomes and the role, documenting findings and recommendations.
• Provide operational performance reports to the client leadership team, identifying successes, risks, and needs on a weekly basis.
• Ensure quality assurance checks are happening across all team deliverables, maintaining standards and client expectations.
• Collaborate with Directors, AVPs, and Client Services Leads on special projects that impact the client portfolio or operations.
• Act as the point of escalation from internal resources for client deliverables for which your team is responsible.
• Evaluate daily and weekly team capacity, collaborating with leadership and other Client Services Managers to offset any capacity deficits.
• Oversight of the team queues within Clarizen and Client Desk, ensuring work is being pulled by the team each day and week, including setting due dates for tasks and milestone completion.
• Share in the leadership of daily team stand-up meetings to communicate business initiatives and review deliverables such as open cases, file activity, and other related client maintenance tasks.
• Manage and develop team members through regular one on one meetings, reviewing work, processes, and other team member needs to ensure successful execution of assigned tasks.
• Ensure new team member training is completed and support overall learning paths for all team members, aligning resources as needed.
• Support the transition of new clients from onboarding to ongoing onshore and offshore resources, ensuring continuity and clarity.
• Execute performance management and compensation processes routinely across your pod, maintaining accuracy and transparency.
• Operate as the domain leader for one or more roles within the team, providing guidance, standards, and subject matter expertise.

Requirements

• 5 to 7 years of direct industry or equivalent experience in client services or a related field.
• 3 or more years of team lead or management experience, with demonstrated success in leading through others.
• Experience with delegation, directing work, and leading change initiatives within a matrixed environment.
• Managing quality at scale while maintaining a strong customer service mindset and attention to detail.
• Fact based management approach, using data and insights to drive decisions and communicate status.
• Strong leadership communication skills, including written and verbal clarity, active listening, and constructive feedback.
• Demonstrated ability to drive results with urgency while balancing competing priorities and deadlines.
• Experience in team building, coaching, and developing others through mentoring and structured feedback.
• Capacity to prioritize workloads and manage large projects and multiple teams simultaneously.
• 5 to 7 years of progressively responsible experience in client services, account management, or operations roles.
• 3 or more years overseeing team performance, including coaching, feedback, and career development.
• Experience using workflow and collaboration tools such as Clarizen, Client Desk, or similar systems.
• Familiarity with SaaS benefits administration platforms and HR technology landscapes.
• Comfort working in a fast paced, high growth environment with evolving scope and responsibilities.
• Willingness to follow documented processes while also identifying opportunities to improve efficiency and effectiveness.
• Strong analytical skills to review performance data, identify trends, and recommend actions.
• Commitment to maintaining confidentiality and handling sensitive client information with discretion.

Nice to have

• Previous experience in a similar role within the benefits, HR technology, or SaaS industry.
• Knowledge of benefits administration terminology, regulations, and compliance considerations.
• Experience supporting clients during periods of change, renewal, or transformation initiatives.
• Background in training and developing teams, with formal experience in learning and development practices.
• Familiarity with global or multi location client service models and time zone considerations.

Practical notes

• This is a full-time position eligible for compensation within the specified range, subject to internal equity and market alignment.
• Employees in this role are eligible to participate in the quarterly bonus incentive plan as described in company policies.
• If this position is full-time or part-time, employees will receive a comprehensive benefits package which can be verified in the offer package upon extension.
• All employment is contingent upon successful completion of background checks and verification of information provided during the application process.
• Businessolver reserves the right to modify roles, responsibilities, and requirements as business needs evolve, with reasonable notice to incumbent employees.
• Candidates must be legally authorized to work in the United States without sponsorship for this remote location.
• The hiring process will include interviews with members of the hiring team, and candidates will be evaluated against the essential duties and requirements outlined on this page.
• Only candidates who progress through the defined interview stages will be contacted regarding next steps.