Client Services Manager

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⛷️ Utah – Remote

⛷️ Utah – Remote

💵 $52k - $55k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

📁 Client Services

👻 Ghost score 0%

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ACD Direct

WebsiteLinkedInAll Job Openings

11 - 50 employees

📡 Telecommunications

🤝 Non-profit

Telecommunications • Non-profit

ACD Direct is a full-service Contact Center that focuses on managing customer interactions through various channels including text, phone, email, chat, and digital solutions. Since 2003, ACD Direct has utilized cutting-edge CCaS technology and a distributed workforce of over 1,000 at-home agents to provide premium customer support around the clock. They specialize in serving not-for-profit clientele and offer a range of services including inbound and outbound call handling, live technical support, donation capture, and member acquisition. The company prides itself on its technology-driven approach, using AI and custom reporting tools to enhance service quality and client outcomes.

📋 Description

• Directly manage, coach, and develop a team of Account Executives and Jr. Account Executives • Conduct weekly one-on-ones covering KPIs, competencies, client issues, and development goals • Lead Client Services team meetings, share updates, assign priorities, and outline scheduled tasks • Hold AEs accountable to department KPIs and competencies; document performance and partner with HR on corrective action • Review Voice of the Client survey results and coach AEs on low scores • Participate in AE and Jr. AE hiring using a structured interview process • Manage new-hire onboarding and competency-based 90-day probationary reviews • Own and manage a book of high-value client accounts as primary point of contact • Lead pre-drive and post-drive meetings for assigned accounts • Renew client contracts at least 90 days before expiration • Provide new-client launch support, including program setup, internal coordination, and go-live readiness • Assist the VP of Operations in negotiating work agreements, quotes, and client contracts • Identify account risks early to protect client retention • Identify upsell and cross-sell opportunities for products and services • Enforce the Client Services Escalation Policy and serve as the first escalation point for AEs • Resolve escalated client issues and escalate to the VP of Operations when required • Enforce ticket SLA policy and ensure JIRA tickets meet target SLAs • Uphold Client Services Workday Protocol, including response time standards, PTO coverage, and on-call expectations • Oversee resolution of pledge errors, cross pledges, overcharges, and similar billing or data issues • Partner with Quality Assurance and Call Center Operations on service issues • Generate weekly and quarterly reports and create client reports as needed • Log client meetings and notes in FunnelMaker • Document and maintain department procedures and processes • Participate in industry and trade events, onsite and virtually, as needed

🎯 Requirements

• Highschool Diploma or Bachelor’s degree (B.A./B.S.) in related field or equivalent experience • [3+] years of Account Executive or account management experience, preferably in a call center or BPO environment • [2+] years of supervisory or people management experience, including coaching, performance documentation, and holding direct reports accountable • Demonstrated success managing a portfolio of client accounts, including renewals and client retention • Strong analytical skills, with the ability to read, interpret, and act on data • Proficiency in Microsoft Office (Outlook, Excel, Word, Teams) • Ability to manage competing priorities, multiple projects, and deadlines with strong attention to detail • Ability to work effectively with individuals at all levels of client and internal organizations • Good judgment and the ability to make timely, sound decisions under pressure • Experience in DRTV or public media fundraising • Experience with JIRA or a similar ticketing system • Experience with CRM or meeting tracking tools such as FunnelMaker • Flexibility to work occasional evenings and weekends • Participation in a rotating on-call schedule • Applicants must not be located internationally or in CT, MA, DE, DC, NJ, NY, NV, ND, CA, CO, OR, RI, MD, MT, MN, ID, WY, WA, AK, HI, or PR

🏖️ Benefits

• Remote Work – No commute time to the office • Laptop provided • Headset provided • Monthly Internet Stipend • Medical/Vision and Dental Insurance • Flexible Spending Account / Health Savings Account • Personal Accident Insurance • 401(k)/Roth with matching • Tiered PTO based upon length of employment • Discounts & Life Services offered through Optum EAP • Team Environment – The opportunity to work with a great team who strives for excellence, where the average tenure is well over 6 years