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Client Services Manager

Boston, Massachusetts

 

 

Customer Service Manager (CSM)

The Customer Service Manager (CSM) holds a dynamic and strategic role, responsible for overseeing operational efficiency, strengthening client relationships, and leading high-performing teams across multiple sites or projects.

Key Responsibilities

Service Delivery

  • Ensure the smooth, efficient, and consistent delivery of services across all assigned locations or projects.

Client Management

  • Serve as the primary point of contact for clients, managing expectations, resolving issues proactively, and fostering long-term relationships built on trust and satisfaction.

Team Leadership

  • Lead, mentor, and develop a team of professionals to ensure optimal performance, engagement, and career growth.

Project Oversight

  • Plan and execute special initiatives, standardize operational procedures, and drive continuous improvement across all service areas.

Success Metrics

Performance in this role will be measured through the following key performance indicators (KPIs):

Client Satisfaction (CSI)

  • Maintain or improve client satisfaction scores by delivering outstanding service and resolving issues with speed and professionalism.

Employee Satisfaction (ESI)

  • Foster a positive team environment, reflected in high engagement, low turnover, and positive feedback.

Operational Performance

  • Consistently meet or exceed service level agreements (SLAs), efficiency targets, and cost management goals. Metrics will be reported and reviewed monthly and quarterly.

Project Delivery

  • Successfully coordinate and complete initiatives on time and within budget, demonstrating strong project management and stakeholder communication.

Collaboration & Reporting

Internal Collaboration

  • Work cross-functionally with HR (staffing), Training & Development (employee growth), and IT (technical support). Engage regularly with site-level management and vendor partners to ensure alignment and service quality.

Client Engagement

  • Maintain regular communication with client stakeholders, including C-level executives, to provide updates, gather feedback, and align on strategic goals.

Performance Review

  • Report directly to the Region Manager, with performance evaluated through KPI outcomes, client and team feedback, and formal reviews (monthly, quarterly, and annually).

This role is central to achieving SPS's operational and service excellence goals. The CSM will be empowered and supported to drive success while being held to high standards of leadership, accountability, and collaboration—ensuring both individual and organizational growth.

 

 

If you are selected to continue in our interview or offer process you will be informed of more information in regards to our company.

We appreciate your understanding and thank you for your time!

 

WHAT WE OFFER

  • Career Growth: An opportunity to enter a job that allows you to learn new skills or use a variety of them that may lead you to uncover other career opportunities.
  • Learning & Development: At our company, we promote a work culture of learning so that you can develop to be the best at what you do.
  • We Recognize Talent: We offer a variety of recognition programs for all levels of employees.
  • Full-Time Benefit Offerings: Medical, Dental, Vision, HCFSA, DCFSA, HSA, Commuter Transit and Parking, Supplemental Life Insurance, Accident Insurance, Critical Illness, Hospital Indemnity, Legal Program, Identify Theft Protection, Pet Discounts, Pet Insurance, Group Home and Auto Insurance, EAP, Short Term Disability, Life Insurance, 401k w/ matching, Entertainment Discounts, & Paid Time Off.
  • Part-Time Benefit Offerings: 401k w/ matching, Entertainment Discounts, & Paid Time Off (if eligible).

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We do not send unsolicited checks to prospective applicants nor ask applicants to forward or return funds to us. Please be aware of possible scams if you receive an unsolicited outreach from our company or correspondences. Additionally, in accordance with certain state and local law, if a pay range is provided this amount is our company's reasonable estimate for this role. The actual amount may be higher or lower, based on non-discriminatory factors such as experience, knowledge, skills.

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Our company offers reasonable accommodations in the hiring and employment process for individuals with disabilities. If you need assistance in the application or hiring process to accommodate a disability, you may request an accommodation at any time.

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