Client Services Manager

The Client Services Manager leads a team of account management professionals while overseeing a portfolio of high-value client relationships in a remote-first environment.
This role combines strategic account ownership, people leadership, and operational excellence to strengthen client retention and drive sustainable growth.
You will coach and develop team members, establish performance standards, and ensure consistent delivery of high-quality client support.
Working cross-functionally with operations, IT, quality assurance, and professional services teams, you will resolve escalations and improve service outcomes.
You will also identify opportunities to expand client relationships, support new program launches, and maintain strong communication across stakeholders.
The ideal candidate is a proactive leader who combines hands-on account management expertise with sound judgment, analytical thinking, and a commitment to accountability.
This is an opportunity to make a meaningful impact within a collaborative organization dedicated to supporting nonprofit fundraising initiatives.

The successful candidate combines proven account management experience with people leadership skills and the ability to manage complex client relationships in a fast-paced, service-oriented environment. Strong ownership, sound judgment, analytical capabilities, and effective communication are essential to success in this role.

• High school diploma, bachelor's degree in a relevant field, or equivalent professional experience.

• At least 3 years of account executive or account management experience, preferably in a call center or business process outsourcing (BPO) environment.

• At least 2 years of supervisory or people management experience, including coaching, performance documentation, and accountability for direct reports.

• Demonstrated success managing a portfolio of client accounts, including contract renewals, client retention, and relationship development.

• Strong analytical skills, with the ability to interpret performance data, identify trends, and translate findings into actionable improvements.

• Proficiency in Microsoft Office applications, including Outlook, Excel, Word, and Teams.

• Excellent organizational skills and the ability to manage competing priorities, multiple projects, and deadlines with strong attention to detail.

• Clear, professional communication skills and the ability to collaborate effectively with stakeholders at all organizational levels.

• Strong problem-solving abilities, sound professional judgment, and the capacity to make timely decisions under pressure.

• A high degree of ownership, initiative, and follow-through, with the ability to anticipate risks, resolve issues, and communicate proactively.

• Demonstrated leadership skills, including setting expectations, delivering constructive feedback, maintaining consistent standards, and supporting team development.

• A commitment to operational excellence, including adherence to policies, service-level agreements, accurate documentation, and continuous process improvement.

• A bachelor's degree or equivalent relevant professional experience.

• Experience in direct-response television (DRTV) or public media fundraising.

• Familiarity with JIRA or similar ticketing and issue-tracking systems.

• Experience using CRM platforms or meeting-tracking tools such as FunnelMaker.