What does a client services manager do?
A client services manager, also known as client relations manager, is an individual responsible for handling client queries and developing strategies to improve customer service. Client services managers supervise a team of customer service associates to ensure that they provide an exceptional client experience to their customers. To determine whether key performance indicators (KPIs) are achieved, client services managers create monthly and quarterly departmental reports to assess the areas for improvement. They are also required to attend and participate in marketing campaigns.
Client services manager responsibilities
Here are examples of responsibilities from real client services manager resumes:
- Manage ITSM projects implementing ITIL best practices at client sites.
- Manage BPO financial performance on a monthly basis staying within budget.
- Use of CRM software, to manage numerous schedules of complex sales processes.
- Manage accounts for existing and new partners; enter account and community information into SalesForce.
- Create, implement and manage channel partner programs for a leading provider of security cloud solutions.
- Manage a $400K infrastructure and telephony upgrade project for the implementation of a department-wide VoIP system.
- Prepare and deliver effective PowerPoint presentations at securities industry seminars and clients meetings.
- Review and document clients' infrastructure in an effort to add stability.
- Provide this data in SalesForce and Microsoft Sharepoint sites for other teams to utilize information.
- Negotiate contract terms, labor rates, and SLAs with new vendors meeting company requirements.
- Communicate TFP's litigation consulting strategy to external audiences through a wide range of vehicles.
- Establish KPI's, associate scorecards, and ongoing education programs to fill knowledge gaps.
- Oversee projects of varying complexity in client engagements; provide litigation support and perform research.
- Ensure full delivery of bank's products ranging from credit, cash management and treasury services.
- Issue credits where necessary and address SLAs questions to expectations along with equipment replacements if need.
Client services manager skills and personality traits
We calculated that 15% of Client Services Managers are proficient in Customer Service, Client Service, and Account Management. They’re also known for soft skills such as Management skills, Time-management skills, and Problem-solving skills.
We break down the percentage of Client Services Managers that have these skills listed on their resume here:
- Customer Service, 15%
Managed Client Services Department including review of branch backlog, monthly billing, supervising customer service coordinators and assisted General Manager.
- Client Service, 11%
Received a formal Team Recognition from the Alcatel-Lucent IT Client Services Senior Director for exceptional contribution and dedicated support.
- Account Management, 6%
Lead major international accounts, overseeing service delivery and designing and implementing immigration account management strategies for 150+ jurisdictions.
- Client Facing, 5%
Designed and built client facing data visualization dashboards
- Project Management, 5%
Maintain relationship of Department with various Hospital Project Management Staff and collaborate with them to develop/improve current support structures and procedures.
- Home Health, 4%
Coordinate home health care services for clientele* Develop and maintain referral source relationships to advance business development.
"customer service," "client service," and "account management" are among the most common skills that client services managers use at work. You can find even more client services manager responsibilities below, including:
Time-management skills. Many client services manager duties rely on time-management skills. "top executives do many tasks concurrently to ensure that their work gets done and that the organization meets its goals.," so a client services manager will need this skill often in their role. This resume example is just one of many ways client services manager responsibilities rely on time-management skills: "enforced customer support and warranty standards as well as expectation timeliness. "
Problem-solving skills. client services managers are also known for problem-solving skills, which are critical to their duties. You can see how this skill relates to client services manager responsibilities, because "top executives need to identify and resolve issues within an organization." A client services manager resume example shows how problem-solving skills is used in the workplace: "manage the staff and operation of the customer support and qa departments for a qsr industry drive through optimization solution. "
Communication skills. client services manager responsibilities often require "communication skills." The duties that rely on this skill are shown by the fact that "top executives must be able to convey information clearly and persuasively." This resume example shows what client services managers do with communication skills on a typical day: "managed the employee customer support of a communications migration from exchange server to google apps for over 600 users. "
Leadership skills. A commonly-found skill in client services manager job descriptions, "leadership skills" is essential to what client services managers do. Client services manager responsibilities rely on this skill because "top executives must be able to shape and direct an organization by coordinating policies, people, and resources." You can also see how client services manager duties rely on leadership skills in this resume example: "managed client relationships and provided leadership and strategic direction for various publications and project teams for publishing business. "
The three companies that hire the most client services managers are:
- Highmark156 client services managers jobs
- Gallagher143 client services managers jobs
- Ernst & Young60 client services managers jobs
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Compare different client services managers
Client services manager vs. Manager of business services
Business Service Managers are administrative professionals who oversee different service-related functions in the company. They manage the teams involved in serving various functions. They ensure proper coordination between these teams. \They carefully allocate resources to cover their bases and ensure that services are available at all times. Business Service Managers prepare and draft policies and guidelines related to company services. They also ensure that these guidelines are properly cascaded and are followed by their constituents.
These skill sets are where the common ground ends though. The responsibilities of a client services manager are more likely to require skills like "client service," "account management," "home health," and "healthcare." On the other hand, a job as a manager of business services requires skills like "cpa," "risk management," "business operations," and "digital marketing." As you can see, what employees do in each career varies considerably.
Managers of business services tend to make the most money working in the technology industry, where they earn an average salary of $110,546. In contrast, client services managers make the biggest average salary, $83,346, in the technology industry.The education levels that managers of business services earn slightly differ from client services managers. In particular, managers of business services are 6.1% more likely to graduate with a Master's Degree than a client services manager. Additionally, they're 0.5% more likely to earn a Doctoral Degree.Client services manager vs. Director of managed services
A director of managed services is in charge of overseeing the business processes in an organization, ensuring efficiency and smooth workflow. Their responsibilities typically revolve around setting goals and objectives, managing the workforce, spearheading projects and campaigns, devising strategies to optimize services, and coordinating with analysts to identify new business opportunities. Furthermore, as a director, it is essential to lead and encourage the workforce to reach new heights, all while implementing the company's policies and regulations.
While some skills are similar in these professions, other skills aren't so similar. For example, resumes show us that client services manager responsibilities requires skills like "customer service," "client service," "account management," and "home health." But a director of managed services might use other skills in their typical duties, such as, "oversight," "cloud," "portfolio," and "infrastructure."
Directors of managed services may earn a higher salary than client services managers, but directors of managed services earn the most pay in the retail industry with an average salary of $134,326. On the other hand, client services managers receive higher pay in the technology industry, where they earn an average salary of $83,346.Average education levels between the two professions vary. Directors of managed services tend to reach higher levels of education than client services managers. In fact, they're 5.7% more likely to graduate with a Master's Degree and 0.5% more likely to earn a Doctoral Degree.Client services manager vs. Group manager
Group Managers are employees who oversee a specific department, team, or any group in the company. They are usually tenured employees or industry experts. Group Managers oversee their team's performance and professional growth. They set clear, strategic goals for the team and create plans to reach these goals. They monitor the achievement of such goals and guide their team along the way. They also manage the team professionally. The coach team members train the employees if there are updates or new strategies and ensure that they remain engaged. They motivate their team to perform well and strive hard to reach group goals.
There are many key differences between these two careers, including some of the skills required to perform responsibilities within each role. For example, a client services manager is likely to be skilled in "client service," "account management," "home health," and "healthcare," while a typical group manager is skilled in "client relationships," "continuous improvement," "quality standards," and "financial analysis."
Group managers earn the best pay in the finance industry, where they command an average salary of $135,074. Client services managers earn the highest pay from the technology industry, with an average salary of $83,346.When it comes to education, group managers tend to earn similar degree levels compared to client services managers. In fact, they're 4.4% more likely to earn a Master's Degree, and 1.2% more likely to graduate with a Doctoral Degree.Client services manager vs. Senior manager
A senior manager is responsible for directing the overall efficiency of business operations. Senior managers monitor the performance of the staff, improve operational strategies, identify business opportunities, allocate budgets and resources, present reports to senior management, set goals to drive results on increasing the company's revenues and profitability. Senior managers must coordinate with various operations departments to maintain good feedback for the company, meeting client's expectations, and delivering the best results. They should have excellent communication and leadership skills to handle team members, as well as managing their needs and concerns.
Types of client services manager
Updated January 8, 2025
