Client Services Support Manager

Position Description

Client Services Support partners with, trains, and educates operational Client Services teams to help all levels of the organization deliver an outstanding client experience.

The Manager establishes and maintains relationships with local Client Services and Operations teams, partners with Business Development and Implementation to prepare teams for launch and ongoing support and participates in client meetings and interactions as needed. This role requires excellent interpersonal skills and the ability to navigate change management effectively.

Working as part of a cross-functional team, the Manager creates and deploys tools, processes, and training materials that support consistent, scalable, client experiences. The Manager also provides oversight of CSM activity to identify trends, risks, and opportunities for improvement.

Responsibilities

• Partner with Business Development and Implementation teams through handoff and onboarding to confirm the solution being implemented aligns with what was modeled, documented, and communicated.
• Prepare Client Services teams for implementation by coordinating knowledge transfer, documenting requirements, identifying support needs, and confirming operational readiness before launch.
• Develop and maintain retail compliance guides, retail checklists, and enablement materials; coordinate effective handoff to startup and operational resources.
• Establish consistent Client Services processes, tools, templates, and documentation across accounts and facilities.
• Partner with Distribution Support and other startup resources to ensure the effective implementation of our client's B2B business.
• Lead cross-functional coordination among Client Services, Operations, Business Development, Implementation, Transportation, Information Services, and other stakeholders to resolve gaps and clarify ownership.
• Provide an additional layer of Client Services coverage to support continuity during implementations, transitions, staffing changes, escalations, and periods of increased demand.
• Provide strategic oversight of CSM case activity to include identifying case trends, recurring issues, risk areas, routing gaps, and opportunities for proactive intervention.
• Facilitate issue resolution by ensuring the appropriate teams are engaged, responsibilities and next steps are clear, and stakeholders receive timely communication.
• Lead strategic and process-improvement initiatives that strengthen the client experience, improve operational consistency, and increase the scalability of Client Services support.
• Create and deliver clear written and verbal presentations, process documentation, training, and recommendations for internal teams, leaders, and clients as needed.
• Establish project plans, track milestones and dependencies, document decisions, and follow through on action items to ensure deliverables are completed on time and meet stakeholder expectations.

Qualifications

Education/Experience

• Bachelor's degree preferred; High School Diploma or GED required.
• 3-5 years of experience in client services, account management, operations, or a related field.
• Experience supporting client onboarding, process design, operational readiness, or cross-functional implementations preferred.
• Experience in warehousing, fulfillment, transportation, retail compliance, or eCommerce operations preferred.

Knowledge, Skills, and Abilities

• Strong cross-functional leadership, facilitation, and stakeholder-management skills, with the ability to clarify ownership and drive alignment without direct authority.
• Ability to standardize processes while understanding specific client, facility, and operational requirements.
• Strong analytical skills with the ability to review case activity, identify trends and risks, and recommend practical improvements.
• Excellent written, verbal, presentation, and interpersonal communication skills across all organizational levels and with clients.
• Ability to manage multiple initiatives, prioritize effectively, and maintain continuity in a fast-paced environment.
• Proficiency in Microsoft Word, Excel, and PowerPoint.
• Ability to read, analyze, and interpret policies, metrics, process documentation, requirements, and contracts.
• Experience with client service management systems such as ServiceNow, and familiarity with WMS, OMS, or TMS platforms, is preferred.
• Ability to travel up to 25%.

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Benefits

• Benefits package including medical, dental, vision, HSA, and medical reimbursement
• Annual bonus eligibility
• 401(k) match
• Vacation and holiday pay
• Employee assistance and identity theft protection
• Career development and opportunity for internal promotions
• Tuition reimbursement for further education
• Company paid life insurance and short term disability