Client Service Manager

Job Title: Client Service Manager

Job Type: Temporary

Reports To: The Regional Client Manager

The Client Service Manager (CSM) serves as the on-site leader for our clients, overseeing multiple sites or projects. This role is responsible for daily service delivery, employee management, overall client satisfaction, and strict adherence to SPS policies. Acting as the primary on-site client contact, the CSM supervises staff and ensures all operations run smoothly. The CSM consistently delivers the highest level of service to both clients and SPS employees while maintaining a professional company image through prompt, courteous, and efficient service.

Key Responsibilities:

• Implement and maintain the SPS Governance Model to ensure client satisfaction.

• Standardize policies, procedures, and reporting, including monthly performance metrics and benchmarks.

• Drive operational improvements and develop effective solutions.

• Troubleshoot and resolve client, site, and staff issues promptly.

• Coordinate and oversee special projects, vendor negotiations, and service enhancements.

• Manage site financials, including hours, gross margin, profitability, and growth.

• Ensure compliance with OSHA, EEOC, and company policies, including handling complaints.

• Supervise and mentor direct reports, including managerial staff, fostering employee growth.

• Assist in developing and delivering training programs for staff.

• Support business development initiatives as needed.

• Maintain consistent communication with clients and SPS leadership at all levels.

• Oversee staff scheduling to ensure adequate coverage for PTO, sickness, and emergencies.

• Maintain a safe working environment and ensure all operational resources are efficiently utilized.

• Track client requests, monitor performance metrics, and manage escalations.

• Perform daily site walkthroughs, inspect team performance, and document incidents.

• Maintain site P&L, manage payroll, billing, and A/R collections, and oversee monthly budget forecasts.

• Participate in monthly and quarterly Client Business Reviews.

• Uphold Client Satisfaction Index (CSI) and Employee Satisfaction Index (ESI) scores.

• Establish accountability, set goals, and coach staff to improve performance and career growth.

• Provide annual performance evaluations and maintain accurate documentation for all employees.

• Ensure strict adherence to all SPS policies, procedures, and KPIs/SLAs.

• Report personnel, security, or data breach incidents immediately.

Competencies:

• Results-driven with a focus on client satisfaction.

• Strong integrity, ethics, and professionalism.

• Exceptional interpersonal, presentation, and communication skills (written and verbal).

• Customer service excellence with a professional attitude and appearance.

• Strong organizational skills, attention to detail, and ability to maintain confidentiality.

• Patience, tact, and diplomacy in handling challenging situations.

• Ability to convey and interpret information clearly and accurately.

• Flexibility to manage multiple projects simultaneously.

Qualifications:

• Bachelor's degree preferred.

• 5+ years of experience in operational management and client relationship management.

• Prior management/supervisory experience overseeing 5–10 employees.

• Ability to build and maintain relationships with C-level executives.

• Strong understanding of sales, business operations, and account management.

• Exceptional computer literacy and industry-related experience preferred.

• Strong team-oriented approach, strategic thinking, and problem-solving skills.

• Must maintain professional appearance and adhere to all company policies.

Physical Demands:

• Ability to lift, move, or carry items up to 60 lbs., including on wheeled carts.

• Ability to walk, bend, kneel, stand, or sit for extended periods.

• Manual dexterity for office machinery operation.

• Ability to talk on the phone while inputting data.

• Vision capabilities include close vision, distance vision, and color differentiation.
Travel: Travel required between local account sites.

Other Duties:
This job description is not exhaustive. Responsibilities and duties may change at any time with or without notice.

Pay Range

$75,000 - $80,000 CAD

WHAT WE OFFER

Career Growth: An opportunity to enter a job that allows you to learn new skills or use a variety of them that may lead you to uncover other career opportunitiesLearning & Development: At SPS, we promote a work culture of learning so that you can develop to be the best at what you doWe Recognize Talent: We offer a variety of recognition programs for all levels of employeesBenefit Offerings: Medical, Dental, Vision, HCFSA, DCFSA, HSA, Commuter Transit and Parking, Supplemental Life Insurance, Accident Insurance, Critical Illness, Hospital Indemnity, Legal Program, Identify Theft Protection, Pet Discounts, Pet Insurance, Group Home and Auto Insurance, EAP, Short Term Disability, Life Insurance, Education Discounts, 401k w/ matching, Entertainment Discounts, & Paid Time Off.
Note: Please inquire with the Human Resources team for benefit offerings per role as regular positions that routinely are under 30 hours/week may have a different benefit offering.

About SPS

SPS is an award-winning employer of choice offering outsourcing solutions that leverage Intelligent Automation (Artificial Intelligence & Robotic Process Automation) in more than 22 countries across the globe. In North America, our services include Mailroom Management (both physical and digital), Office Services such as Reception, Lobby Concierge and Conference Room Management in addition to Document Processing Services utilizing leading edge technologies. Our clients today are companies in sectors such as banking, insurance, legal, higher education, advertising and other professional services, including many Fortune 500 companies. SPS is committed to delivering high caliber outsourcing experience to our clients and offering our employees challenging and exciting career opportunities throughout the North America region and globally. SPS is committed to investing in the professional development of our employees and offers competitive comprehensive benefits and diverse development training programs that lead to building careers.

At SPS we embrace the uniqueness of our employees and are committed to the fair and equal treatment of all people, applicants, and employees by promoting a culture of access, inclusion, equity and diversity.

SPS provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual and reproductive health choices, national origin, age, disability, genetics, military status, gender identity or expression, sexual orientation and/or any other status protected by applicable law.

Colorado only: We accept applications for an expected minimum of 5 days from the date it is posted. The posting may remain open longer as needed to ensure a robust and inclusive applicant pool.

Applicants are prohibited from using real-time AI (Artificial Intelligence) tools, prompts, scripts, or real-time assistance (including but not limited to chatbots, AI-generated responses, or transcription-based tools) during any and all interviews over any forum or platform. 

SPS offers reasonable accommodations in the hiring and employment process for individuals with disabilities. If you need assistance in the application or hiring process to accommodate a disability, you may request an accommodation at any time.

To view our privacy policy, click on the link below: Data Privacy Statement

Acknowledgement Section: By submitting an application, by hitting "Submit Application", you certify that the information contained in this application is true and complete. You attest to the fact that the answers provided are correct to the best of your knowledge and ability. You certify that you have not knowingly withheld any information that might affect your chances for hiring. You understand that any false information or omission (including any misstatement) on this application or on any document used to secure this employment can be grounds for rejection of application or, if you are employed by SPS can be grounds for immediate termination from this company.

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