A look at the Client Services Manager role.

Position Summary

The Client Services Manager (CSM) is responsible for building and maintaining strong relationships with clients to ensure satisfaction, retention, and growth. Acting as the key liaison between the company and its clients, the CSM oversees service delivery, manages performance expectations, and ensures all client interactions reflect the organisation’s values and objectives.

Purpose of the Role

• Employer Perspective: To ensure that all clients receive a consistent, high-quality service that meets contractual and business expectations. The role directly supports client retention, brand reputation, and business growth.

• Employee Perspective: To take ownership of client relationships, deliver an exceptional service experience, and contribute to the company’s overall success by ensuring clients achieve their desired outcomes.

Key Responsibilities

From the Employer’s Perspective:

• Maintain and grow client accounts through proactive relationship management.

• Ensure that all service level agreements (SLAs) and performance metrics are consistently achieved or exceeded.

• Oversee cross-functional coordination between internal departments to deliver seamless service.

• Identify risks to client satisfaction and implement timely solutions.

• Report regularly on client performance, feedback, and potential business opportunities.

From the Employee’s Perspective:

• Serve as the main point of contact for assigned clients, responding promptly to enquiries and concerns.

• Gain a strong understanding of each client’s business needs and objectives.

• Collaborate with internal teams to improve service delivery and client satisfaction.

• Manage time effectively to balance multiple client priorities and projects.

• Develop client-specific strategies to enhance engagement and long-term value.

Key Skills and Competencies

Employer Expectations:

• Strategic thinker with a customer-centric approach.

• Strong commercial awareness and ability to identify opportunities for account growth.

• Excellent communication and leadership skills to guide internal teams and influence outcomes.

• Analytical mindset with the ability to interpret data and present insights effectively.

Employee Strengths:

• Highly organised and adaptable to changing client needs.

• Empathetic communicator capable of building trust and rapport.

• Confident in decision-making, prioritisation, and conflict resolution.

• Proficient in CRM systems and client management tools.

Performance Indicators

Employer Focus:

• Client satisfaction and retention rates.

• Achievement of service delivery targets and SLAs.

• Revenue growth and account expansion metrics.

• Quality of communication and reporting to management.

Employee Focus:

• Personal achievement in maintaining positive client relationships.

• Contribution to the company’s reputation for reliability and service excellence.

• Professional development and ability to handle increasing levels of responsibility.

Working Relationships

• Reports to: Head of Client Services / Operations Director

• Internal Contacts: Sales, Operations, Finance, and Support Teams

• External Contacts: Clients, Partners, and Key Stakeholders

Career Development

Employer View: The Client Services Manager role forms a key part of succession planning for senior leadership positions in account management, operations, or business development.
Employee View: This role provides an opportunity to develop strategic, commercial, and leadership skills, with clear progression into senior client management or operational management roles.