SPS · 1 day ago
Client Service Manager
Boston, Massachusetts, United States
Full-time
Onsite
Mid, Senior Level
$75K/yr - $80K/yrSPS North America is an award-winning employer that provides outsourcing solutions leveraging Intelligent Automation. The Client Service Manager (CSM) is responsible for overseeing operational efficiency, strengthening client relationships, and leading high-performing teams across multiple sites or projects.
ConsultingDocument ManagementHuman ResourcesOutsourcing
Responsibilities
Ensure the smooth, efficient, and consistent delivery of services across all assigned locations or projects
Serve as the primary point of contact for clients, managing expectations, resolving issues proactively, and fostering long-term relationships built on trust and satisfaction
Lead, mentor, and develop a team of professionals to ensure optimal performance, engagement, and career growth
Plan and execute special initiatives, standardize operational procedures, and drive continuous improvement across all service areas
Maintain or improve client satisfaction scores by delivering outstanding service and resolving issues with speed and professionalism
Foster a positive team environment, reflected in high engagement, low turnover, and positive feedback
Consistently meet or exceed service level agreements (SLAs), efficiency targets, and cost management goals
Successfully coordinate and complete initiatives on time and within budget, demonstrating strong project management and stakeholder communication
Work cross-functionally with HR (staffing), Training & Development (employee growth), and IT (technical support). Engage regularly with site-level management and vendor partners to ensure alignment and service quality
Maintain regular communication with client stakeholders, including C-level executives, to provide updates, gather feedback, and align on strategic goals
Report directly to the Region Manager, with performance evaluated through KPI outcomes, client and team feedback, and formal reviews (monthly, quarterly, and annually)
Qualification
Required
Oversee operational efficiency
Strengthen client relationships
Lead high-performing teams across multiple sites or projects
Ensure the smooth, efficient, and consistent delivery of services across all assigned locations or projects
Serve as the primary point of contact for clients
Manage expectations and resolve issues proactively
Foster long-term relationships built on trust and satisfaction
Lead, mentor, and develop a team of professionals
Plan and execute special initiatives
Standardize operational procedures
Drive continuous improvement across all service areas
Maintain or improve client satisfaction scores
Foster a positive team environment
Consistently meet or exceed service level agreements (SLAs)
Meet efficiency targets and cost management goals
Successfully coordinate and complete initiatives on time and within budget
Demonstrate strong project management and stakeholder communication
Work cross-functionally with HR, Training & Development, and IT
Engage regularly with site-level management and vendor partners
Maintain regular communication with client stakeholders, including C-level executives
Report directly to the Region Manager
Evaluate performance through KPI outcomes, client and team feedback, and formal reviews
Benefits
Medical
Dental
Vision
HCFSA
DCFSA
HSA
Commuter Transit and Parking
Supplemental Life Insurance
Accident Insurance
Critical Illness
Hospital Indemnity
Legal Program
Identify Theft Protection
Pet Discounts
Pet Insurance
Group Home and Auto Insurance
EAP
Short Term Disability
Life Insurance
Education Discounts
401k w/ matching
Entertainment Discounts
Paid Time Off
Company
SPS
SPS provides an end-to-end portfolio of document and business process services, processes, data, and technology services.
Founded in 1980
5001-10000 employees
Funding
Current Stage
Late StageLeadership Team
Dan Moscatiello
Chief Executive Officer
Ralf Schulz
Chief Financial Officer
Recent News
2026-02-05
Company data provided by crunchbase