LinkedIn and 3rd parties use essential and non-essential cookies to provide, secure, analyze and improve our Services, and to show you relevant ads (including professional and job ads) on and off LinkedIn. Learn more in our Cookie Policy.
Select Accept to consent or Reject to decline non-essential cookies for this use. You can update your choices at any time in your settings.
The Client Service Manager leads Tier 3 client relationships and supports delivery coordination across Tier 2 accounts. The role involves managing communications, tracking project deliverables, and ensuring a smooth client experience from project kickoff through to delivery. The Manager works closely with internal teams to clarify briefs and ensure clients feel informed and supported at every stage.
Responsibilities
Client Strategy & Relationship Management
Manages Tier 3 client accounts and supports Tier 2 engagements under the guidance of Senior Managers
Acts as the main point of contact for assigned clients, ensuring smooth day-to-day communications and proactive updates
Builds trust with clients by being responsive, organized, and solutions-oriented, especially during active project phases
Account Growth & Commercial Development
Identifies opportunities for repeat business or additional services based on understanding of client needs and engagement history
Escalates growth opportunities to Senior Managers or Directors with context and supporting insights
Prepares first drafts of scopes and proposals for returning clients in collaboration with internal teams
Client Delivery Governance
Ensures timely briefing, documentation, and tracking of deliverables
Owns regular client check-ins during live projects, ensuring expectations are clearly set and updates are shared
Supports project debriefs and feedback loops, helping track satisfaction and delivery alignment
Cross-Functional Collaboration
Works closely with Project Managers to ensure client briefs are clearly communicated and deliverables are on track
Flags risks, delays, or client concerns early and helps coordinate appropriate responses
Participates in project kickoff, midpoint, and wrap-up meetings as the CS representative
Team Leadership & Capability Development
Mentors Coordinators and junior team members in client etiquette, documentation quality, and service mindset
Shares feedback with Senior Managers on process friction points and team development needs
Process & Tools Optimisation
Maintains CRM records, project documentation, and communication logs in an organized and consistent manner
Supports testing and roll-out of new tools, templates, and workflows within the CS team
Helps document common client questions or challenges to inform SOP development
Reporting, Feedback & Escalation Management
Keeps client satisfaction and project feedback up to date in HubSpot or other CRM platforms
Flags service issues or communication gaps to senior team members with clear documentation
Tracks key account milestones and supports preparation of quarterly tiering review inputs
Hiring & Onboarding
Provides feedback during hiring process for Coordinator roles
Assists in onboarding and training of new Coordinators by sharing role expectations and account context
Requirements
3-5 years in client-facing or agency coordination roles
Hands-on experience managing day-to-day client communication
Strong organizational and time management skills
Skilled in briefing, documentation, and stakeholder follow-ups
Basic understanding of project management principles
Familiar with tools like HubSpot, Google Workspace, Monday.com
Comfortable leading meetings and calls independently
Strong problem-solving and multitasking ability
Undergraduate degree preferred
Benefits
Salary: $70 to 90k per annum depending on experience
Bonus Scheme: based on annual company performance
Retirement Plan (401k)
Health Care Plan (Medical, Dental & Vision)
Gym membership
Fantastic office environment in a nice location
Seniority level
Entry level
Employment type
Full-time
Job function
Sales
Industries
IT Services and IT Consulting
Referrals increase your chances of interviewing at The Boundary by 2x