Client Services Manager

Client Services Manager

The Client Services Manager at Property Insight leads and elevates the client journey from initial engagement through long-term support. This role manages the customer service team and ensures all client interactions reflect a high-touch, "white glove" standard. The Manager is accountable for optimizing communication channels, leveraging the ticketing system (Microsoft Dynamics), and ensuring consistent delivery of expert guidance and tailored training. Beyond handling escalations, the role emphasizes building scalable processes, maintaining clear documentation, defining and monitoring Key Performance Indicators (KPIs), and championing client advocacy across the organization. Success in this role requires proactive leadership, cross-departmental collaboration, and a relentless focus on improving the client experience.

Lead, coach, and mentor the customer service team, fostering a culture of accountability, growth, and exceptional service.

Oversee daily operations to ensure timely, accurate responses to client inquiries.

Manage the Microsoft Dynamics ticketing system to track, prioritize, and resolve client issues efficiently.

Define, implement, and monitor KPIs to identify trends, drive continuous improvement, and measure team performance and client satisfaction.

Provide regular performance reports and actionable insights to senior leadership.

Develop, document, and enhance client service processes and workflows for scalability and consistency.

Champion new process enhancements and technologies that benefit the team and client experience.

Create and deliver training programs for both clients and internal teams on Property Insight applications and services.

Resolve escalated client issues with a solutions-oriented approach that builds trust and loyalty.

Collaborate with Sales, Product, and IT teams to ensure client needs and feedback inform product and service initiatives.

Maintain up-to-date training resources and support documentation to ensure consistent, high-quality client education.

Support strategic initiatives that foster continuous improvement or otherwise strengthen client engagement and the company's reputation for excellence.

Develop and manage staffing models to meet service level goals, balance forecasted demand, workforce capacity and budget considerations.

Learn and become proficient in all products and services that Property Insight sells and provides.

Build engagement strategies to reduce attrition, promote a culture of belonging, and identify emerging leaders to create an employee pipeline across the intake team and organization.

Bachelor's degree in business, communications, or a related field; or equivalent professional experience.

REQUIRMENTS:

5+ years of customer service or client success leadership, preferably in SaaS, title/real estate, or related industries.

Hands-on experience with a customer service ticketing system (Microsoft Dynamics preferred).

Proven ability to design, implement, and analyze KPIs to monitor performance and improve outcomes.

Strong communication and collaboration skills, with the ability to influence across departments.

Track record of building and mentoring high-performing service teams.

Proficiency with Microsoft Office Suite and customer service/CRM platforms.

10% Travel required

ADDITIONAL SKILLS:

Adaptability, decision-making, and results orientation.

Strong interpersonal and communication skills (oral and written).

Problem-solving and quality management.

Team building and strategic thinking.

Skilled in facilitation, presentations, and client engagement.