4303 - Client Services Manager - Alabama, USA
The Client Services Manager is responsible for the development and execution of strategies for the Client Services department creating efficiencies and assisting in the achievement of KES’s strategic goals. The Client Services Manager is instrumental in Kelly Education’s overall success with customers utilizing various solutions. This position will serve as the primary point of contact for the customer as it pertains to the overall client relationship and service delivery. He/she will serve as a business partner to the client by acting as an extension of the customer’s HR department, developing and maintaining relationships with the customer, identifying process improvements, and ensuring consistent service levels across the customer’s school district.
Enthusiastically identifies business growth opportunities with new end-users, departments, and/or divisions
Maintains thorough understanding and knowledge of customer’s business, industry, trends, and current events
Develops strong relationships with new and existing customer end-users by understanding their business and staffing needs and by facilitating connections between customers departments and the KES sales team
Communicates and demonstrates the value of KES solutions to the customer through proactive communication via customer meetings, presentation or sharing of industry analysis, standard methodologies, and/or thought leadership materials
Executes the account strategy with input and support from internal KES partner groups (e.g. Sales, Talent Operations, Central Service Center)
Monitors customer satisfaction levels and develops plans to ensure customer expectations are met
Invests time in customer-facing activities to understand needs
Manages and grows relationships with partners across the customer’s organization
Demonstrates understanding for the customer’s priorities, processes, policies and procedures
Actively identifies and implements work processes that improve speed, productivity, efficiency, cost, and/or the customer experience
Participates in account-specific lead sharing meetings
Seeks firsthand customer feedback and applies feedback to improve service
Prepares and presents Monthly, Quarterly, Annual, Ad Hoc business reviews
Maintain thorough understanding and knowledge of current hiring practices, recruitment strategies, and staffing industry trends
Collaborate with KES partner groups regarding recruiting strategies based on client need
Maintain regular contact with client managers regarding orders (e.g., order confirmation and status updates)
Maintains a working relationship with the Talent Training specialist to ensure all client training needs are being met
Serves as contact for customer issues, identifies and executes appropriate actions to resolve issues and/or advances as appropriate, and monitors results to ensure action plans are effective
Participates in customer meetings, analyzes customer needs, makes staffing recommendations, and secures staffing requests
Must have complete knowledge of contractual agreements in order to ensure 100% compliance
Ensures all order activity is accurately documented in front office systems
Manages assigned functions of account P&L (e.g., cost of services, documentation of cost savings, and demonstration of beneficial services to the customer)
Determines customer reporting requirements and documents information appropriately
Creates, reviews, and analyzes reports and statistics, taking action when necessary.
Provides end-user technical support on programs that assist in the customer order process
Provides additional administrative support as necessary to ensure internal and external customer satisfaction
Field incoming calls and emails
Respond to team, customer and employee needs via email, phone or in-person
Manage/resolve customer and employee issues
Solicit customer/employee feedback to improve service
High School diploma or equivalent required; Bachelor’s degree preferred
2+ years of customer service, staffing, client, or account management
Must be able to function in complex and matrix environments with multiple partners
Ability to develop strong working relationships with all levels
Good written and verbal communication skills, negotiation, interpersonal, and decision-making skills. Individual must be able to function independently/autonomously yet know when to get management involved. Must be comfortable presenting to and influencing many levels of management within Kelly and the customer
Must be innovative in their approach, willing to take risks, and operate in ambiguous situations
Attention to detail, ability to multi-task, use sound judgement, and prioritize
Strong leadership, problem solving, and decision-making skills
Must have proficient computer skills including Word, Excel, and PowerPoint
Must live in the state of Alabama and have the ability to travel locally 40-50% of the time
What’s in it for you?
Kelly takes pride in supporting the whole person, their family and their future. We understand that in order to thrive, we have to build lasting relationships and provide our employees with endless possibilities for growth. At the end of the day, we know that work is more than making a living – it’s about making a life.
Healthcare – Medical, Dental, Vision
Paid Time Off
Vacation Purchase Program
PerkSpot – Personal Online Discount Program
Working at Kelly means being part of a global team making people-work connections that count, because we believe helping people become who they’re meant to be benefits us all. At every location and every level within our company, Kelly’s people are unique in their understanding and commitment to helping people create better futures and helping companies across the globe compete, prosper, and grow. The work we do matters. Helping people transform their lives matters. Shaping the future of work matters. If you have a passion for helping others, what’s next for you may very well be joining our internal global team and working to make a difference.
Kelly connects talented people to companies in need of their skills in areas including Science, Engineering, Education, Office, Contact Center, Light Industrial, and more. We’re always thinking about what’s next in the evolving world of work, and we help people ditch the script on old ways of thinking and embrace the value of all workstyles in the workplace. We directly employ nearly 500,000 people around the world, and we connect thousands more with work through our global network of talent suppliers and partners in our outsourcing and consulting practice.
Kelly Services is an equal opportunity employer committed to employing a diverse workforce, including, but not limited to, minorities, females, individuals with disabilities, protected veterans, sexual orientation, gender identity. Equal Employment Opportunity is The Law.
Join our Talent Community and get updates about new openings.