Client Services Manager

Position Overview: We are seeking an experienced and dynamic Client Services Manager to oversee daily case management operations, manage a team of supervisors and individual contributors, and utilize data-driven insights to drive business decisions. The ideal candidate will have a strong background in client services, exceptional leadership skills, and a collaborative approach to team management. This role is based in a CLIA certified, CAP accredited laboratory, and the team also provides crucial support to the Sales department.

Key Responsibilities:

• Oversee the daily operations of the client services department ensuring efficient and effective delivery. Make strategic, data-driven decisions in high-stress situations to ensure operational excellence and client satisfaction.
• Manage and mentor supervisors and individual contributors, fostering a positive and collaborative work environment. Assess team training and development needs and implement resources to strengthen core team competencies.
• Develop and implement systems to manage team workloads efficiently, ensuring critical tasks and client needs are addressed in a timely manner. Monitor and analyze performance metrics to identify areas for improvement and ensure compliance with service standards.
• Develop and implement operational policies and procedures to improve quality and efficiency.
• Foster a culture of collaboration and teamwork within the client services department and across the organization.
• Work closely with senior management to align client service strategies and processes with overall business goals.
• Work closely with Lab Operations, the commercial teams, IT, and other departments to ensure seamless customer care.
• Utilize data and insights to identify trends, inform strategic decisions, and drive continuous improvement in order management and complaint resolution.

Data Driven Decision-Making:

• Set clear performance expectations and provide regular feedback, coaching, and support to team members.
• Conduct performance evaluations and identify opportunities for professional growth and development.
• Analyze client feedback and performance metrics to develop action plans that address service gaps and enhance client satisfaction.
• Collaborate with other departments to ensure data accuracy and consistency in reporting.
• Lead or participate in cross-functional projects and initiatives to drive organizational success.

Client Relationship Management:

• Build and maintain strong relationships with key clients, acting as a point of contact for escalated issues and complex inquiries.
• Develop and implement processes to enhance client satisfaction and retention.
• Partner with the Sales team to provide exceptional support, ensuring that client inquiries and requests are handled promptly and accurately.
• Provide insights and feedback to the Sales team based on client interactions to help refine sales strategies and improve client retention.

Qualifications:

• Bachelor’s degree in Business Administration, Management, or a related field; Equivalent experience in a similar industry or sector.
• Proven experience in a client services management role, with a focus on daily operations and team development and leadership. Demonstrated experience in assessing competing priorities and allocating resources to achieve team goals efficiently.
• Experience in navigating and resolving escalations or operational disruptions effectively.
• Strong analytical skills and the ability to leverage data to drive business decisions.
• Excellent communication, interpersonal, and problem-solving skills.
• Demonstrated ability to lead and motivate a diverse team.
• Proficiency in customer relationship management (CRM) systems and data analytics platforms.
• Strong organizational and time management skills, with the ability to prioritize tasks and meet deadlines.
• Experience working in a CLIA licensed laboratory is highly desirable.

What We Offer:

• Competitive salary and benefits package.
• Opportunities for professional development and career growth.
• A collaborative and inclusive work environment.
• The chance to make a significant impact on the success and growth of our organization.

If you are a results-oriented and strategic leader with a passion for client services, we invite you to apply for this exciting opportunity. Join our team and help us deliver exceptional service to our valued clients