Senior Manager, Client ServicesThe Senior Manager, Client Services is responsible for driving client satisfaction, retention, and account growth through exceptional service delivery, strategic relationship management, and operational excellence. This role serves as a key liaison between clients and internal teams, ensuring client objectives are translated into actionable strategies and consistently delivered.
The Senior Manager, Client Services leads and develops a team of client service professionals, manages strategic client relationships, identifies opportunities to expand existing partnerships, and collaborates cross functionally with Sales, Operations, Technology, Finance, and other functional teams to improve the overall client experience and business performance.
Client Relationship Management & Service Delivery- Develop and maintain strong relationships with key client stakeholders, serving as a trusted advisor and primary point of escalation.
- Ensure consistent, high quality service delivery that meets client expectations, contractual commitments, and established performance standards.
- Develop a deep understanding of client objectives, priorities, and business challenges to proactively identify solutions and opportunities.
- Lead client onboarding, implementation, and ongoing account management activities to ensure seamless client experience.
- Manage complex client programs that may include high volume order fulfillment, inventory management, warehousing, distribution, and time sensitive service requirements.
- Apply knowledge of distribution and fulfillment environments, including book depository/book distribution, retail, CPG, or other high volume inventory based operations, to support client strategy and operational execution.
- Monitor client satisfaction, feedback, and performance trends to identify opportunities for continuous improvement.
- Lead regular client business reviews, performance discussions, and strategic planning conversations.
- Partner with Operations and other internal teams to resolve service issues, mitigate risks, and drive timely resolution of client concerns.
Account Strategy, Retention & Growth- Develop and execute strategic account plans focused on client retention, relationship expansion, and profitable growth.
- Identify organic growth, upsell, and cross sell opportunities within existing client relationships in partnership with Sales and functional subject matter experts.
- Support contract renewals, scope expansions, pricing discussions, and other commercial activities that strengthen long term client partnerships.
- Analyze client performance, business trends, and emerging needs to identify opportunities for new or enhanced service offerings.
- Maintain awareness of industry trends and competitive dynamics to bring relevant insights and recommendations to clients.
- Partner with leadership to support revenue, retention, and profitability objectives across assigned accounts.
Operational Excellence & Continuous Improvement- Partner cross functionally with Operations, Technology, Finance, Sales, and other teams to ensure successful execution of client programs and initiatives.
- Establish and monitor KPIs, service levels, and performance metrics to measure client and operational performance.
- Use data and analytics to identify trends, root causes, and opportunities to improve service delivery and the client experience.
- Lead process improvement initiatives that increase efficiency, scalability, quality, and client satisfaction.
- Proactively identify account risks and develop action plans to address service, operational, or relationship challenges.
- Support implementation of new technologies, processes, and service capabilities impacting client programs.
Team Leadership & Development- Lead, coach, and develop a high performing client services team focused on client advocacy, accountability, and operational excellence.
- Establish clear expectations, priorities, and performance objectives aligned with client and business goals.
- Provide ongoing coaching, feedback, and professional development to strengthen individual and team capabilities.
- Conduct performance evaluations and support career development and succession planning.
- Foster a collaborative, solutions-oriented culture that encourages proactive client engagement and data driven decision making.
- Ensure effective workload management and resource alignment across assigned client accounts.
Education & Experience- Bachelor's degree in Business Administration, Marketing, Communications, Supply Chain, or a related field preferred.
- 5-8+ years of progressive experience in client services, customer success, account management, or customer experience.
- Demonstrated experience supporting clients across multiple complex distribution verticals, including Retail, CPG, Book Depository, publishing, book distribution, and related industries.
- In depth experience within the book depository, publishing, or book distribution vertical is highly desirable and considered a strong advantage.
- Demonstrated experience managing client programs involving warehousing, inventory management, order fulfillment, distribution, or related operational services preferred.
- Demonstrated success managing strategic client relationships and contributing to client retention and account growth.
- Experience leading and developing client facing teams in a fast paced, complex environment.
- Experience working cross functionally with Operations, Sales, Technology, Finance, Supply Chain, and other business functions.
Key Skills & Competencies- Exceptional client relationship management and executive communication skills.
- Strong leadership, coaching, and team development capabilities.
- Commercial mindset with the ability to identify client growth and retention opportunities.
- Strong analytical and problem-solving skills with a data-driven approach to decision-making.
- Ability to translate client needs into actionable operational and business strategies.
- Strong negotiation, presentation, and stakeholder management skills.
- Demonstrated ability to manage multiple clients, priorities, and initiatives simultaneously.
- Proficiency with CRM platforms, reporting and analytics tools, project management systems, and other business technologies.
- Experience leveraging AI-enabled tools to improve productivity, analyze information, develop client communications and presentations, and support data driven decision making.
- Curiosity and willingness to adopt emerging technologies, including AI and automation, to improve client service, operational efficiency, and team effectiveness.
