Client Services Manager – NYC

Client Services Manager – NYC 

Position Overview:  

The Client Services Manager – NYC is a pivotal role, focused on servicing and expanding our key accounts in the North American region. This Account Management position is integral to both the strategic and operational aspects of Client Services at mthree, ensuring exceptional service delivery throughout the entire client journey.  

As a representative in 360-degree account management, the incumbent candidate will demonstrate a passion for client growth, talent management, and service excellence. This role is critical to driving success through strong client relationships, innovative solutions, and a commitment to continuous improvement.  

Key Responsibilities:  

Collaboration and Strategy:  

• The Client Services department is at the centre-point of the mthree business, aligning operations with mthree’s business model and strategic objectives.  

• Foster a culture of excellence, accountability, and continuous improvement within the team.  

• Develop and execute strategic account plans with defined performance objectives, targets, and milestones for weekly, monthly, quarterly, and annual periods.  

• Integrate account plans with other departments to ensure holistic client satisfaction:  

Marketing: Align goals to ensure marketing efforts meet diverse client objectives.  

HR: Synchronize recruitment, talent management, and employee engagement activities both internally and with on-site mthree consultants

Finance: Determine financial requirements for internal budgeting and external costing.  

Business Development: Collaborate to build pipeline, strategize goals, and follow up on leads.  

Client Management, Performance and Accountability:  

• Understanding of the need to perform to KPIs, revenue-related targets and demanding clients. 

• Lead the engagements with clients in understanding and addressing client-specific needs, crafting tailored solutions from mthree’s product and service offerings.  

• In partnership with senior management, define the strategic vision for the department and ensure its alignment with mthree’s values and behaviors.  

• Assist in developing team members, enhancing their skills and ensuring consistent professional growth.  

Relationship Management:  

• Build and maintain strong relationships with clients to ensure seamless execution of mthree business.  

• Serve as the initial escalation point for client issues and concerns, ensuring swift and effective resolution.  

Industry Engagement:  

• Represent mthree at key industry events and seminars, staying ahead of industry trends and practices.  

• Leverage industry knowledge to develop and implement strategies for retaining and growing high-value clients.  

 Data-Driven Decision Making:  

• Use of analytics via Salesforce (SFDC) to drive client growth, account planning, performance measurement, and the identification of improvement areas.  

• Report and present performance data to clients & management, ensuring a data-driven approach to managing accounts and team performance.  

Essential Skills and Experience:  

• Extensive experience in account management, recruitment, or consultancy, with a strong background in employed resource/Statement of Work (SOW) models.  

• Proven track record of meeting and exceeding sales targets.  

• A strong focus on client delivery and revenue growth.  

• Expertise in establishing and nurturing long-term client relationships, particularly with high-value accounts.  

• Deep knowledge of account management, talent sourcing, and development, with a passion for cultivating junior talent.  

• Success in delivering consistent year-on-year growth in key client accounts.  

• Experience leading the account planning process, setting performance objectives, sales targets, and critical milestones.  

• Ability to develop and deliver client-focused solutions in collaboration with internal teams to meet performance objectives and exceed client expectations.  

Communication and Interpersonal Skills:  

• Exceptional communication skills, crucial for the clarity and effectiveness of account management and talent teams.  

• Ability to maintain clear, comprehensive, and fulfilling communication with clients, team members, and senior management.  

• Skilled in presenting complex information in a clear, simple manner to diverse audiences.  

Technical and Analytical Skills:  

• Proficiency with Microsoft Office Suite and a passion for data-driven decision-making.  

• Strong analytical skills with an understanding of complex sales analysis and data extraction.  

• Experience using Salesforce (SFDC) or similar CRM tools to drive performance and insights.  

• A foundational knowledge of technical job roles is a considerable advantage. 

Personal Attributes:  

• Client-oriented, patient, and adept at handling and resolving challenging client conversations.  

• Demonstrates integrity, respect, and professionalism always.  

• Highly motivated, driven to succeed, and willing to go above and beyond to achieve goals.  

• Exceptional organizational skills with the ability to manage multiple projects and deadlines effectively.  

• Composed and effective in uncertain or ambiguous situations, setting an example for the team.  

• Committed to collaborative performance management and valuing the contributions of colleagues and junior team members.  

• An inspiring leader who communicates vision effectively, fostering a positive and healthy team culture.  

• Approachable, transparent, and trustworthy.