Client Services Manager

Datasite is where deals are made. We provide the data rooms and SaaS technology used in M&A and other high-value transactions, to deliver projects in more than 170 countries. Carrying that success into the future is all about you. Your useful skills, your unusual experience, your unique ideas. Everyone here brings something unexpected. What's yours? Invest your talents in us, and we'll return the compliment. Job Description: As a Client Services Manager, you will lead a high-performing team dedicated to providing exceptional product support and project implementation services, ensuring outstanding client satisfaction. You will leverage your strong people management and leadership skills to direct daily activities, optimize operations, and foster a productive and enjoyable work environment for our client service team. Key responsibilities include overseeing Client Services Delivery, driving Business Continuous Improvement, and mentoring and coaching Client Service Supervisors. The preferred location for this position is Minneapolis, MN but other acceptable locations include Houston or Dallas, TX; Phoenix, AZ or Tampa, FL. While the position is mostly remote, it will require attendance for three or more in-office days per month and occasional travel for meetings and events. Essential Duties and Responsibilities: Include the following but other duties may be assigned. People Management Manage team performance, ensuring excellent technical and behavioral performance. Perform workforce planning, including hiring, training, and absence management. Supervise and coordinate staff activities to meet SLAs and exceed customer expectations. Establish clear expectations, deliver feedback, and implement development plans. Conduct regular meetings and communicate company values, strategy, and goals. Actively manage employee development through performance management and training programs. Recognize top performers and mentor them for additional responsibilities or promotions. Conduct appraisals and review team objectives regularly. Advise employees on processes and provide direction on issues. Create and maintain a positive work environment, diffusing complex situations. Delegate tasks and coach the team to facilitate growth in leadership skills. Serve as backup during the absence of the Client Services Director. Client Service Delivery Management Oversee day-to-day operations of the Client Service team to meet client demands. Ensure client service delivery best practices, SLAs, and quality standards are met. Manage financial and operational metrics and provide updates to management. Create documentation and procedures as needed. Proactively manage relationships during service recoveries and communicate findings. Develop relationships with internal departments to ensure client service standards are met. Resolve or escalate client issues in a timely manner and build solid client relationships. Lead and coordinate resolution of security incidents and other major incidents. Lead special projects to ensure deliverables and timelines are met. Participate in weekend on-call rotation. Business Continuous Improvement Leadership Develop and implement changes to processes and structure to meet client needs. Maintain strong subject matter expertise and obtain new skills and knowledge. Continually improve customer experience and strengthen process and communication. Identify changing client needs and lead the implementation of new technologies and services. Lead local and global initiatives related to client engagement and service delivery. Establish collaborative relationships with key internal clients and partners. Personal Attributes Ability to work across departments to achieve common goals. Strong business acumen and ability to manage and influence others. Good under pressure with the ability to instill confidence and control. Proven ability to manage complex projects, tight deadlines, and competing priorities. Solution-oriented with a high sense of urgency and technical aptitude. Minimum Requirements (Education, Experience, Skills) Bachelor's degree in related field preferred but not required 5+ years of direct people management experience leading an operations or client services team Experience with software or SaaS product support or implementation Strong influencing and negotiation skills with the ability to drive resolution among parties with varying interests Effective management skills including developing, coaching and mentoring staff. Excellent presentation, communication and interpersonal skills. Demonstrated conflict resolution skills Strong technical aptitude and learning agility Strong communication skills, especially in explaining technical terms in a way that non-technical individuals can understand Independent problem solving and troubleshooting skills Ability to work well in a team collaboration environment Excellent organizational skills and attention to detail Preferred Requirements (Education, Experience, Skills) Knowledge of M&A, financial or legal sectors an advantage, but not essential High proficiency in writing and speaking Spanish, Portuguese, French or German is a plus but not required Additional Information (i.e. schedule, hours) We provide 24x7 service to our clients every day of the year including weekends and holidays. The schedule for this position is Monday - Friday 2nd shift hours (2:00pm to 11pm Central Time) but frequent daytime hours, off-hours and weekend/holiday work is expected. Remote work location must have high-speed internet access (minimum 50Mbps download speed). The base salary range represents the estimated low and high end for this position at the time of this posting. Consistent with applicable law, each candidate's compensation offer may vary and will be determined based on but not limited to, your geographic region, skills, qualifications, and experience along with the requirements of the position. Datasite reserves the right to modify this pay range at any time. $96,500.00 - $168,400.00 As a global organization, Datasite knows that diverse perspectives are essential to our success. We're committed to maintaining a diverse workforce to serve our customers around the world. Datasite is an equal opportunity employer (EEO) and furthers the principles of EEO through Affirmative Action.