Description

This role is considered a hybrid position for employees residing within a 40-mile radius of the Rochester, NY office and is expected to follow the company's hybrid work schedule.

SUMMARY

The Client Solutions Manager serves as the primary strategic and operational point of contact for clients, ensuring business objectives are translated into effective technology and software solutions. This role bridges client needs with internal product, technology, and delivery teams to ensure solutions are aligned to business requirements, delivered on time and within budget, and drive long-term client confidence and partnership.

This role requires a strong understanding of software development processes, solution delivery, business analysis, and relationship management. The Client Solutions Manager acts as a trusted advisor to clients while providing clear direction and translation of requirement to internal teams.

This position plays a central role within the account management structure, ensuring alignment between client expectations, business objectives, and product execution.

KEY OUTCOMES & RESPONSIBILITIES

Key Outcome: Client Partnership & Trust

Key Responsibilities:

• Develop and maintain trusted advisor relationships with key client stakeholders, as demonstrated by sustained executive engagement and positive client feedback.
• Increase client confidence in the company's technology solutions and delivery capabilities, as reflected in solution adoption, client endorsements, and expansion opportunities.
• Achieve and maintain high client satisfaction and product retention rates through consistent delivery of value and proactive relationship management.

Key Outcome: Requirements Translation and Solution Alignment

Key Responsibilities:

• Elicit, analyze, and document business requirements that accurately capture client needs and support successful solution delivery.
• Translate client business objectives into clear, actionable functional and operational requirements that enable efficient product and technology execution.
• Validate proposed solutions against documented client goals, business processes, and operational requirements to ensure alignment and feasibility.
• Lead solution design discussions that drive stakeholder alignment, informed decision-making, and successful implementation outcomes.
• Facilitate effective communication between business and technical teams, reducing ambiguity and ensuring timely delivery of agreed-upon solutions.

Key Outcome: Cross-Functional Collaboration

Key Responsibilities:

• Serve as the primary liaison between clients, account management, product, technology, and operations teams to ensure alignment on objectives, priorities, and delivery outcomes.
• Drive cross-functional collaboration and prioritization, enabling timely resolution of issues and successful execution of client and business initiatives.
• Provide actionable client insights, feedback, and business context that inform product decisions, enhance user experience, and support client retention.
• Influence product roadmap and solution enhancement decisions by identifying client needs, business opportunities, and market trends that drive measurable value.

Key Outcome: Identify opportunities to evolve and expand solutions

Key Responsibilities:

• Identify and advance opportunities for additional services, solution enhancements, and operational efficiencies that contribute to client growth, retention, and business performance.
• Ensure technology solutions deliver measurable business value by aligning outcomes to client objectives and tracking adoption, performance, and success metrics.
• Lead strategic planning discussions with clients to establish future-state goals and align solution roadmaps with evolving business priorities.
• Monitor solution performance, utilization, and client adoption to identify improvement opportunities and drive continuous optimization.
• Translate emerging client needs into innovation opportunities by connecting business challenges with new capabilities, technologies, and product offerings that create competitive advantage.

Other Responsibilities:

• Additional accountabilities and tasks may be assigned by leader/management, to contribute to overall team and agency success.

QUALIFICATIONS

REQUIRED

• 7-10+ years of experience in solutions consulting, sales engineering, technical account management, or digital strategy
• Experience in an agency or client services environment, supporting multiple clients or complex accounts
• Deep familiarity with data ecosystems, integrations, APIs, or marketing platforms
• Experience leading client-facing demos, pitches, or solution presentations
• Ability to communicate effectively with both technical and business audiences
• Experience in software, digital, or technology solution environments

PREFERRED

• Familiarity with Agile delivery methodologies
• Background working with cross-functional product and development teams

CORE COMPETENCIES

• CUSTOMER FOCUS/CLIENT INTIMACY: seeking to understand client business challenges/needs and delivering continuous value to our clients
• COLLABORATIVE: working with teams and across the organization with ease
• OWNER AGILITY: able to continuously learn and quickly adapt to changing circumstance
• RESULTS DRIVEN: accepts accountability to deliver business outcomes, even under changing circumstances. Delivers on commitments
• DISCIPLINED: Thinks, plans, and prioritizes work on an ongoing basis, plans and aligns with key team members before acting

Travel Requirements

All employees, regardless of role or geographic location, are required to attend in person for onboarding during their first week of employment and annually for the Shareholder's Summit held in June. Additional travel is not routinely expected but may be required for key/critical meetings & events

WORK ENVIORNMENT & PHYSICAL DEMANDS

The work environment and physical demands characteristics described here are representative of those an employee encounters while performing the essential functions of this job, typically in an office setting or in a home office. An employee in this role may be in a stationary position, often standing or sitting for prolonged periods and using office equipment and computers. The noise level in the office environment is usually moderate. (I.e., business office with computers and printers, light foot traffic, etc.). Reasonable accommodation may be requested to enable individuals to perform the essential functions.