Client Services Manager
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Job Description
Remote Client Services Manager leading account teams and high-value nonprofit client relationships at ACD Direct. Driving retention, renewals, service quality, escalations, and team performance.
Responsibilities:
- Directly manage, coach, and develop a team of Account Executives and Jr. Account Executives
- Conduct weekly one-on-ones covering KPIs, competencies, client issues, and development goals
- Lead Client Services team meetings, share updates, assign priorities, and outline scheduled tasks
- Hold AEs accountable to department KPIs and competencies; document performance and partner with HR on corrective action
- Review Voice of the Client survey results and coach AEs on low scores
- Participate in AE and Jr. AE hiring using a structured interview process
- Manage new-hire onboarding and competency-based 90-day probationary reviews
- Own and manage a book of high-value client accounts as primary point of contact
- Lead pre-drive and post-drive meetings for assigned accounts
- Renew client contracts at least 90 days before expiration
- Provide new-client launch support, including program setup, internal coordination, and go-live readiness
- Assist the VP of Operations in negotiating work agreements, quotes, and client contracts
- Identify account risks early to protect client retention
- Identify upsell and cross-sell opportunities for products and services
- Enforce the Client Services Escalation Policy and serve as the first escalation point for AEs
- Resolve escalated client issues and escalate to the VP of Operations when required
- Enforce ticket SLA policy and ensure JIRA tickets meet target SLAs
- Uphold Client Services Workday Protocol, including response time standards, PTO coverage, and on-call expectations
- Oversee resolution of pledge errors, cross pledges, overcharges, and similar billing or data issues
- Partner with Quality Assurance and Call Center Operations on service issues
- Generate weekly and quarterly reports and create client reports as needed
- Log client meetings and notes in FunnelMaker
- Document and maintain department procedures and processes
- Participate in industry and trade events, onsite and virtually, as needed
Requirements:
- Highschool Diploma or Bachelor’s degree (B.A./B.S.) in related field or equivalent experience
- [3+] years of Account Executive or account management experience, preferably in a call center or BPO environment
- [2+] years of supervisory or people management experience, including coaching, performance documentation, and holding direct reports accountable
- Demonstrated success managing a portfolio of client accounts, including renewals and client retention
- Strong analytical skills, with the ability to read, interpret, and act on data
- Proficiency in Microsoft Office (Outlook, Excel, Word, Teams)
- Ability to manage competing priorities, multiple projects, and deadlines with strong attention to detail
- Ability to work effectively with individuals at all levels of client and internal organizations
- Good judgment and the ability to make timely, sound decisions under pressure
- Experience in DRTV or public media fundraising
- Experience with JIRA or a similar ticketing system
- Experience with CRM or meeting tracking tools such as FunnelMaker
- Flexibility to work occasional evenings and weekends
- Participation in a rotating on-call schedule
- Applicants must not be located internationally or in CT, MA, DE, DC, NJ, NY, NV, ND, CA, CO, OR, RI, MD, MT, MN, ID, WY, WA, AK, HI, or PR
Benefits:
- Remote Work – No commute time to the office
- Laptop provided
- Headset provided
- Monthly Internet Stipend
- Medical/Vision and Dental Insurance
- Flexible Spending Account / Health Savings Account
- Personal Accident Insurance
- 401(k)/Roth with matching
- Tiered PTO based upon length of employment
- Discounts & Life Services offered through Optum EAP
- Team Environment – The opportunity to work with a great team who strives for excellence, where the average tenure is well over 6 years
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