Job DescriptionThe RoleThe Client Solutions Manager (CSM) leads a portfolio of concurrent client programs within Mosaic's New Business group as the senior day-to-day client lead for each engagement. This is a multi-program role, responsible for launching, running, growing, and, where appropriate, winding down multiple small- to mid-size programs simultaneously, each at a different stage of maturity. The role reports to the Director, Client Service - New Business.
The defining mandate is growth through conversion: turning temporary, seasonal, and pilot engagements into ongoing continuity programs, and scaling small programs into larger, dedicated ones. The CSM directly manages field leadership (Regional Managers and Field Operations Managers), owns each program's operational, financial, and client-relationship performance, and builds the playbooks and staffing models that let Mosaic spin programs up and down quickly and profitably.
ResponsibilitiesClient Leadership- Serve as the senior day-to-day client lead across multiple concurrent programs, building trusted relationships from kickoff through renewal.
- Run regular client meetings covering program status, new initiatives, and problem solving.
- Translate client priorities into actionable field execution plans and hold the program accountable for delivery.
- Act as first escalation point for program issues, driving solutions and keeping the Director engaged on anything affecting the client experience.
Program Growth & Continuity Conversion- Develop and present the growth case for converting temporary, seasonal, and pilot programs into ongoing continuity programs.
- Identify and sell incremental growth within assigned programs (added headcount, markets, channels, services, or initiatives) and grow small programs into larger engagements.
- Deliver the results, executive reporting, and ROI narratives that drive renewal and expansion decisions.
- Support the Director on renewal strategy, SOW development, and commercial terms.
Portfolio Operations & Playbooks- Oversee execution across all portfolio programs, directly or through field leadership, against client expectations and contractual commitments.
- Build and maintain reusable playbooks, SOPs, and process frameworks for rapid program spin-up and wind-down, driving speed and consistency across programs and account teams.
- Manage program logistics, vendors, and internal shared services to keep delivery on scope and on schedule.
- Collaborate across the Acosta Group agency network and with external vendors and partner agencies to deliver integrated client solutions.
Field Leadership & Labor Management- Manage field leaders (Regional Managers, Field Operations Managers), including hiring, development, performance management, and succession planning.
- Lead field labor and staffing strategy across the portfolio to optimize coverage and revenue opportunity.
- Design flexible staffing models (dedicated, shared, and flex) matched to each program's scale, seasonality, and maturity.
- Develop and manage field performance tools (scorecards, dashboards, KPIs) that drive results and compliance.
Financial Management- Own the day-to-day operational and financial performance of each portfolio program, delivering program goals profitably.
- Build, track, and manage program budgets; review client invoicing; manage labor investment against revenue.
- Identify and recommend margin improvement opportunities across the portfolio.
Reporting & Insights- Track program KPIs and produce weekly and monthly client reporting that tells the story behind the numbers.
- Develop executive summaries and insights reports for client and internal leadership.
- Partner with shared services to build standard reporting frameworks (KPI structures, templates, and dashboards) that accelerate new program launches.
New Business Development Support- Consult on new business presentations, pricing, and program design for small- to mid-size opportunities (typically $2MM and under).
- Contribute portfolio learnings, staffing models, and playbook frameworks to new business pursuits.
- Other duties as assigned.
Qualifications- 5+ years of account management, client service, or program management experience in an agency, retail, field marketing, or outsourced sales environment.
- Success managing multiple concurrent programs or clients with competing priorities.
- P&L or program budget ownership, with a track record of delivering goals profitably.
- People management experience, including field leadership or multi-market field teams.
- Success growing client engagements (upsells, renewals, expansions, or pilot-to-ongoing conversions) strongly preferred.
- Experience collaborating across sister agencies, partner agencies, and external vendors, and building processes or playbooks that others can execute.
- Strong client communication skills with excellent verbal, written, and presentation abilities.
- Superior organizational skills and follow-through; comfortable with ambiguity in fast-moving environments.
- Proficiency in Excel/Sheets, Word/Docs, and PowerPoint/Slides.
- Bachelor's degree in Business, Marketing, Communications, or equivalent experience preferred.
- Must be available to work flexible hours, which may include evenings and/or weekends at times.
