The Sr. Manager, Managed Knowledge Services is responsible for oversight of select Managed Knowledge Services (MKS) client engagements, ensuring all aspects of professional services delivered meets Service Level Agreements (SLA's), contract requirements, and quality standards through proactive and reactive measures. The Manager has reporting line responsibility for staff embedded within client organization for assigned client engagements. The manager is self-motivated with the ability to work effectively across functional teams in support of staff and clients and has strong client relationship management skills.
The selected candidate will work remotely; Midwest location preferred working Eastern time zone to support team collaboration and business hours.
Compensation range: $95,000 - $105,000
Other compensation: Performance bonus eligible
The actual salary offer to the successful candidate will be based on job-related education, training, licensure, certifications, related experience and other related factors.
What you will be doing:- Operational oversight of assigned Managed Knowledge Services engagements as part of CCC's professional services product offering
- Collaborate cross-functionally to execute against client agreements, supporting renewal activities to ensure on time contract renewals
- Provide day-to-day staff management, including performance feedback, professional development planning, and retention strategies to build a high-performing, motivated team.
- Serve as the escalation point for employee relations matters, including concerns related to local work environment, team dynamics, and workplace conduct.
- Oversee recruitment, onboarding, performance management, and career development initiatives to strengthen employee engagement and reduce turnover.
- Champion a broader culture of learning, engagement, and continuous improvement by leading coaching and development initiatives across the department.
- Advocate for staff by proactively assessing workload demands, identifying resource gaps, and escalating needs for additional headcount, contract modifications, or scope adjustments when needed
- Develop and manage strong relationships with client sponsors to ensure client satisfaction and account retention
Requirements - Bachelor's degree required, MLS/MLIS degree preferred
- Minimum of 3 years' experience in a client facing role, supporting client accounts managing teams and guiding talent
- Demonstrates strong business acumen and sound decision-making skills
- Strong people management skills with proven ability to develop, motivate and retain high-performing teams
- Demonstrated experience managing and growing client relationships in research or corporate library preferred; pharmaceutical experience a plus
- Self-directed and motivated with ability to work in a collaborative environment; Excellent oral and written communication skills
- Ability to travel up to 10%
