Share Email Opening Apply Now Title Client Services Manager  Description Position Overview The Client Services Manager is responsible for cultivating and maintaining strong client relationships, ensuring seamless onboarding, and overseeing the delivery of high-quality services. This position requires demonstrated expertise in project management, stakeholder engagement, and process optimization to achieve client satisfaction, retention, and long-term growth. Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.   Key Responsibilities Will provide a seamless onboarding experience for new clients while leading the implementation process and coordinating with all departments in the organization for a smooth transition. Manage client implementations using Agile project management practices, creating, and maintaining master project schedules to ensure timely delivery and alignment with client expectations. Develop metrics for process improvement changes within client services. Develop and present client-facing slide decks, confidently speaking of the data and insights represented. Collaborate with internal departments to address follow-up questions or provide additional information beyond the scope of the presentation, ensuring comprehensive client support. Partner with Quality and Operations teams to collect and analyze customer base feedback, providing clients with targeted insights into how their programs, brand communications, and service strategies are perceived. Increased client satisfaction and service by reviewing various service delivery metrics and processes to drive process improvement changes. In all aspects of the position, the Client Service Manager must promote professionalism, have a positive attitude, and have an initiative-taking approach to their role. Ensure a high level of client satisfaction and retention by addressing concerns and resolving issues promptly. Provide regular status updates and check-ins with clients and senior management, including progress reports on ongoing projects, addressing feedback, and proactively identifying and resolving emerging issues. Manage and maintain accurate and up-to-date customer records and contracts. Assist with any technical updates the client requests after it is onboarded to ensure the project is successful. Work closely with internal departments to help resolve any client concerns, including IT and Finance Coordinate/create/reconcile reporting needs for clients and client oversight with IT. Develop operations guide with client requirements. Develop policies for internal processes surrounding our clients. Develop in-depth knowledge of client portfolios; regularly engage with clients. The ideal candidate will have excellent communication skills, a customer-centric mindset, and the ability to manage multiple clients while providing tailored solutions that meet their needs. Will be responsible for building and maintaining strong, long-lasting relationships with clients, ensuring their satisfaction, and optimizing their experience with our products and services and upsell where appropriate. Identify and support strategic opportunities to advance internal development by proactively bridging operational gaps within client environments—positioning our team as a trusted partner while encouraging clients to expand engagement with our services. Foster and maintain strategic client relationships through consistent engagement, including potential travel for on-site collaboration—to deepen trust, identify evolving needs, and drive continuous growth through expanded service offerings and contract extensions. This is a full-time position and requires the employee to report to the office and travel up to 10% of their time.   Position Requirements Qualifications 3+ years Client Service experience 3+ years Project Management Experience Candidates for this role should be strong public speakers, excellent at building strong professional relationships, display a high degree of ownership, and possess a strong work ethic Dedication to delivering exceptional customer service experiences. Strong communication and interpersonal skills Proven ability to utilize Microsoft Office, and Outlook Excellent communication, organizational, and time management skills are also necessary. If you have a positive attitude, an eye for detail, and a desire to work in a demanding environment, then this position is a great fit for you Proven experience in similar role, preferably within a BPO or contact center environment Bachelor’s degree in business related field or relevant work experience plus certifications in lieu of degree.  Certifications Project Management Professional (PMP) Certification Certified Client Service Professional (CCSP) Certified Business Relationship Manager (CBRM) Certified Customer Success Manager (CCSM)   Work Environment Call/Contact Center   Working from Home Requirements Role may support remote work as needed and authorized.   Physical/Mental Demands Physical Demands - While performing the duties of this role, an employee is frequently required to sit, talk, or hear, in person and by telephone; use hands to operate standard office equipment; reach with hands and arms. The employee is occasionally required to stand and walk and to lift and carry reports and records weighing up to 20 pounds. Specific vision abilities required by this job include close vision and the ability to adjust focus. Mental Demands - While performing the duties of this role, employees are regularly required to use written and oral communication skills; read and interpret data, information, and documents; analyze and solve problems; observe and interpret situations; learn and apply new information or skills; perform highly detailed work on multiple, concurrent tasks; work under intensive deadlines; and interact with vendors and staff in the course of work.   Work Authorization/Security Clearance Requirements Must be able to pass Federal background screening and/or state level criminal background screening.   Travel Required Occasional travel required to meet business needs.   Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.     If you need an accommodation as part of the employment process, please contact Human Resources at hr@fhcann.com. If you want to view the “Know Your Rights” poster, please choose your language: English Spanish If you want to view the Pay Transparency Policy Nondiscrimination Provision, please choose your language: English Spanish   Full-Time/Part-Time Full-Time   EOE Statement F.H. Cann & Associates Inc. provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, handicap, veteran status, or any other protected class under applicable law. As a Federal Contractor, we encourage priority referral of protected veterans under VEVRAA. F.H. Cann & Associates Inc. provides reasonable accommodation for qualified individuals protected by section 503 of the Rehabilitation Act of 1973, VEVRAA and the ADA in accordance with applicable law. It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability. If you need accommodation as part of the employment process, please contact Human Resources at hr@fhcann.com.   Division Corporate   Exempt/Non-Exempt Exempt   Location Exeter   Category Business Development   Shift Days   Position Client Services Manager   Req Number BUS-25-00004   Open Date 8/20/2025   This position is currently accepting applications. 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