Client Services Manager

Client Services Manager – Service Delivery – Remote  

We are seeking a dynamic and results-driven Client Services Manager for our Service Delivery Team to lead the charge in ensuring successful client outcomes across multiple industries.  The Service Delivery team functions as a hybrid of customer success and project execution. As Client Services Manager, you will be responsible for the team driving project execution, client success, and operational excellence. 

Company Overview:         
The Select Group (TSG) is a privately held technology consulting firm headquartered in Raleigh, North Carolina. Since 1999, we’ve been at the forefront of delivering end-to-end consulting services to clients across diverse industries throughout the U.S. and Canada. We help clients solve their toughest challenges, inspire digital innovation and drive meaningful results.  

We are committed to supporting various client needs, helping them to address ever-evolving trends across various industries. Our service areas—Cloud & Infrastructure, Cybersecurity, Data & AI, Digital Transformation, Learning & Development, and Project Management & Agile—are designed to create long-term success by aligning with your business goals and advancing to meet future demands. 

Key Responsibilities:  

Operational Execution & Delivery Oversight  

• Ensure SOW Compliance and adherence to all deliverables, milestones, and timelines. 
• Ensure Service Delivery team members are well trained in the best practices around SOW execution and customer satisfaction while following TSG processes. 
• Manage Service Delivery team utilization and capacity, understanding how to optimize performance to effectively manage multiple, concurrent SOWs.  
• Facilitate handoffs from Solutions Development to Service Delivery and develop project execution framework to ensure client and project success. 
• Collaborate with cross-functional leaders and teams to optimize delivery processes, ensuring client and project success. 

Client Success & Relationship Management 

• Serve as the senior point of contact for escalations, key client relationships, and ensure that clients are consistently satisfied with our services. 
• Partner with Sales Leadership to identify opportunities for growth through expansion and upsell efforts. 
• Collaborate with Solutions Development on incoming pipeline opportunities to ensure contractual alignment with Service Delivery team capacity and ability. 
• Support Service Delivery team in development of tools to facilitate tracking of success metrics and client reporting. 

Team Development and Continuous Improvement  

• Provide strategic leadership, support, and guidance to the Service Delivery team aligned with TSG and departmental goals. 
• Mentor and develop the Service Delivery Team, ensuring they are equipped to manage multiple projects, navigate client relationships, and ensure successful delivery of services as outlined in the SOW. 
• Monitor and analyze performance of Service Delivery team, at both an individual and group level against SOW adherence, problem solving, and ability to adapt to project variables. 
• Optimize the Service Delivery team utilization, partnering with the Director of Service Delivery to ensure levels are aligned to support existing and incoming services successfully.  
• Develop and refine project execution plans to increase efficiency, reduce risk, and improve overall client satisfaction. 
• Act as the voice of the customer within the company, providing feedback to the Sales, Solutions and Support teams to drive continuous improvement and support the company strategy. 

Key Qualifications: 

Experience:  

• 5+ years of experience in Customer Success, Project Management, or similar client-facing roles within a technology consulting or professional services environment.  
• 2-4 years in a people leadership or management capacity, preferably with direct reports. 
• Deep understanding of Statements of Work (SOW) based service delivery and contractual project execution 

Core Competencies 

• Understanding of contractual frameworks, including the nuances of scope, change orders, SLAs, and KPIs 
• Proven ability to lead a cross-functional team authentically to drive accountability  
• Proficiency in analytical and adaptive thinking, with the ability to foster innovation and creativity while driving effective solutions, both internally and externally. 
• Strong client relationship building skills, with a track record of working with enterprise level clients and achieving high levels of customer satisfaction. 
• The ability to identify and anticipate challenges early to proactively develop solutions that drive continuous improvements. 
• Excellent written and verbal communication skills, with the ability to convey complex technical concepts to non-technical stakeholders 
• Knowledge and understanding of Project Management and CRM tools (e.g., Bullhorn, Salesforce, Jira, Trello, Monday.com etc.) 

Preferred Qualifications: 

• Project Management (PMP) or Customer Success Certification (CSM) is a plus. 

Our Culture: 
At TSG, our culture is grounded in taking care of one another. Through our CSR program focused on the wellbeing of our people, we foster a high-performing environment. We remain committed to shaping a more inclusive future for our company and the communities we serve. By prioritizing wellbeing, growth, and inclusivity, we build a foundation of trust, innovation, and shared success—one that multiplies the achievements of our employees, our clients, and our business.

Equal Opportunity Employer: 
The Select Group provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state, and local laws.

If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact hr@selectgroup.com for assistance.

For California Applicants, please visit the following website to view our CCPA Notice - https://www.selectgroup.com/ccpa-notice/ 

Connect with us:  

• See our culture in action on LinkedIn and Instagram 
• Know someone who would be perfect for this role? Share this career opportunity with them. 

Questions? Reach out to our talent acquisition team. 

 

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