RequirementsKey Responsibilities
1. Team Management
Lead, mentor, and oversee a team of 4-6 Client Relationship Managers handling multiple client portfolios.
Conduct weekly one-on-ones, performance reviews, and KPI assessments of the reporting managers
Develop the team through coaching, feedback, and structured training sessions.
Ensure workload balance, adherence to SOPs, and timely reporting from the team.
Oversee all client communications handled by the Client Relationship Managers to ensure consistency, professionalism, and alignment with company standards.
Step in for high-priority or escalated client discussions when required.
Review and analyze client health metrics, renewal trends, and overall satisfaction scores.
Proactively identify risks or bottlenecks in client relationships and implement retention strategies.
Monitor key performance indicators such as retention rate, SLA adherence, escalation turnaround time, and reporting quality.
Collaborate with HR and Operations to design and implement performance frameworks for the client management team.
Ensure all reporting, timesheets, and dashboards (Clockify / Sheets) are accurate and updated regularly.
Create and implement process improvements to enhance service delivery and internal coordination.
Work closely with Operations, HR, and Technical teams to ensure smooth execution of cross-departmental processes.
Contribute to the new client onboarding strategy, ensuring Account Managers follow a consistent and client-centric approach.
Act as a bridge between leadership and the Account Management team for communication, planning, and execution.
Skills Required
- Experience leading, mentoring, or overseeing a team of Client Relationship Managers
- Client relationship management and escalation resolution experience
- Ability to analyze client health metrics, renewal trends, satisfaction scores, and performance KPIs
- Experience developing coaching, feedback, training, or performance-management processes
- Ability to manage reporting, timesheets, dashboards, and SOP adherence
- Process improvement and cross-functional coordination skills
- Proactive, analytical, and effective at balancing people leadership with client relationship management
What We Do
IBS For You, also known as Infinity Business Services, is a managed remote team provider that has been transforming how business leaders work for over 17 years. Founded with the belief that leaders shouldn't get bogged down by administrative tasks, the company specializes in building, training, and managing remote teams for admin, marketing, accounting, and tech support, helping US businesses scale with confidence.
