Client Services Manager Job Description: Top Duties and Qualifications

A Client Services Manager, or Client Relations Manager ensures that clients receive the highest standard of service possible from their company. Their duties include communicating with clients regularly, gathering client feedback and encouraging further sales from the client. 

 

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Client Services Manager duties and responsibilities

 A Client Services Manager is primarily responsible for client satisfaction and increasing sales. It’s their job to assist clients, resolve issues and implement changes that can strengthen the company’s relationship with its clients. Other duties and responsibilities of a Client Services Manager include:

  • Onboarding new clients and develop working relationships
  • Leading and developing a team of sales representatives or customer care specialists
  • Generating sales or service reports for clients and senior management
  • Coaching and supporting team members to help them meet company goals
  • Keeping documentation and records of client interactions for training purposes
  • Conducting customer service presentations and workshops 
  • Developing surveys and obtaining client information
  • Offering advice to clients on products or services 

 

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What does a Client Services Manager do?

A Client Service Manager helps ensure clients get high-quality service while the company’s sales goals are supported. They work directly with customers or clients and they also supervise a team of Client Service Representatives. They work to create and implement client service strategies that will improve sales while maintaining client satisfaction. Client Services Managers may work in a range of industries, including insurance, healthcare and beyond.

 

Client Services Manager skills and qualifications

 A Client Services Manager needs excellent communication and interpersonal skills along with practical reporting skills and proficiency in customer management software.  A successful Client Services Manager will have various prerequisite skills and qualifications that typically include:

  • Proven ability to identify and reach sales and profitability targets
  • Ability to act on customer feedback and provide meaningful solutions
  • Ability to lead and develop a successful sales team 
  • Working knowledge of relevant software, including spreadsheets and Salesforce
  • Ability to compile and present reports to management 
  • Ability to identify and act upon new areas for growth and increase sales
  • Confidence and ability to deal with high-end clients and important stakeholders

 

Client Services Manager experience requirements

Many employers prefer applicants who have prior experience. This may include working as a Client Services Associate or a Customer Service Representative so they understand the duties and responsibilities of the job. Some companies may also require candidates to have at least one year’s worth of experience in a managerial role. 

 

Client Services Manager education and training requirements

The minimum education requirement for a Client Services Manager are usually General Certificates of Secondary Education (GCSEs) and higher education diplomas from colleges,  though preference may be given to applicants who have a bachelor’s or master’s degree in accounting or business management. Many employers also require candidates to complete on-the-job training and obtain industry-recognised certifications such as the Institute of Customer Service (ICS) certification, the Institute of Leadership and Management (ILM) certificates in team leading and diplomas in management, National Vocational Qualifications (NVQs) and Scottish Vocational Qualifications (SVQs). 

 

Client Services Manager salary expectations

According to Indeed Salaries, the average salary of a Client Services Manager in the UK, is £31,075 per year. This figure varies depending on several factors, including the company, geographical location and experience. 

 

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Client Services Manager job description FAQs

 

Who does a Client Services Manager report to?

A Client Services Manager directly reports to senior management and is expected to provide frequent updates on both sales and customer satisfaction. In some companies, they often report to the Head of Sales, Area Manager, Chief Finance Officer (CFO) or Chief Executive Officer (CEO).

 

What is the difference between a Client Services Manager and a Commercial Manager?

A Client Services Manager is mainly responsible for customer satisfaction and creating a positive working relationship with a company’s customer base. A Commercial Manager is concerned with the wider project management of business growth, including negotiating contracts and coordinating deals.

 

What makes a good Client Services Manager job description?

A good Client Services Manager job description outlines the company’s ethos, values and the products or services it offers. A good job description also details the duties and responsibilities that a successful candidate must perform effectively, including their management, leadership duties and the number of accounts and clients they will be in charge of. 

 

Do Client Services Managers have different responsibilities in different industries?

The responsibilities of a Client Services Manager will remain the same across different industries, as their job is to retain customers and grow the business. However, the daily duties and tasks that a Client Services Manager is expected to undertake will differ. In the business travel industry, a Client Services Manager is expected to find solutions or compensation for delayed flights, while in food sales, a Client Services Manager is expected to sell new product lines to customers, for example. 

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