The Client Service Manager is responsible for the strategic management, growth, and long-term success of client relationships. This role oversees the Client Services function, ensuring the delivery of exceptional, consistent, and compliant client experiences while aligning service operations with organizational goals. The Client Service Manager builds trusted partnerships with clients through proactive engagement, operational excellence, and cross-functional collaboration. DUTIES/ RESPONSIBILITIES Lead, manage, and continuously improve the Client Services department to ensure high-quality service delivery and sustained client satisfaction. Develop, implement, and evaluate client service strategies, policies, and processes to support operational efficiency and business growth. Serve as a primary escalation point for complex or high-impact client issues, ensuring timely resolution and relationship preservation. Establish and maintain strong, strategic relationships with key and top-tier clients, including participation in executive-level meetings. Collaborate closely with the Client Services Director, Site Director, Veterinary Director, and other senior leaders to align client needs with operational capabilities. Drive consistent and seamless client experience across all client touchpoints and service channels. Oversee the training, coaching, and professional development of the Client Services team to ensure performance excellence and regulatory awareness. Analyze client service performance metrics, trends, and feedback to inform data-driven decisions and continuous improvement initiatives. Develop and maintain accurate project plans, documentation, and client records to support transparency and accountability. Partner with cross-functional departments (e.g., Operations, Veterinary Services, Finance, QA) to support client requirements and deliver integrated solutions. Identify opportunities to enhance client engagement, expand services, and adapt to evolving client and market needs. Prepare and present regular reports on departmental performance, client satisfaction, risks, and improvement initiatives. Perform other duties as assigned. MANAGEMENT & LEADERSHIP RESPONSIBILITIES Provide direct leadership, direction, and oversight for the Client Services team. Establish departmental goals, workflows, and performance expectations aligned with organizational objectives. Conduct constructive, timely performance evaluations and implement development or corrective action plans as needed. Support workforce planning, onboarding, and succession planning within the department. EDUCATION AND EXPERIENCE: Minimum of 7 years of experience in client services, account management, or customer operations, preferably within a life science, biomedical, or regulated environment. Minimum of 3–5 years of people management experience with demonstrated leadership and team-development responsibility. Experience working cross-functionally in complex, compliance-driven organizations preferred. REQUIRED SKILLS/ABILITIES Strong leadership and people-management capabilities. Excellent verbal and written communication skills, including executive-level client interaction. Strategic planning and project management skills. Strong analytical and problem-solving abilities. Proficiency with Microsoft Office Suite and client or project management systems. Excellent time-management, organizational, and prioritization skills. High attention to detail with the ability to manage multiple priorities and deadlines. PHYSICAL REQUIREMENTS Prolonged periods of sitting at a desk and working on a computer #J-18808-Ljbffr