Client Services Manager

The Client Services Manager (CSM) serves as the first level of contact for Client Users, Supplier Partners, and Contingent Workers participating in the Agile•1 Supplier Management and/or Technology Suite for Agile•1 Accounts. The CSM is there to support and manage the effective and efficient use of the Agile•1 Technology; to facilitate the processes and manage compliance with the contingent workforce management program defined by the client and Agile•1 Management. The CSM is responsible for the integrity and accuracy of the account specific database; management of the Client Services Personnel assigned to the account; and management of an efficient, profitable on-site in accordance with the projections, policies, and procedures developed by the Agile•1 Management Team. The CSM will contribute to the professionalism of Agile•1 by consistently providing a high level of customer service to the client, suppliers and contingent workers.

Requirements/Qualifications:

Bachelor's degree (B.A.) from four-year college or university; three (3) years of industry related experience; or equivalent combination of education and experience.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

1. At least three (3) years of related management and leadership experience within the staffing industry, i.e. managing a contingent staffing function.
2. Proven experience in human resources related activities such as recruiting/ staffing, customer relationship management, business development, supplier/contractor management.
3. Demonstrated experience in operational and financial functions such as profit & loss and budgeting) as well as associated tracking software systems and procedures.
4. Working knowledge of desktop computers and MS Office, Excel, Word, PowerPoint, MS Outlook. MS Project and Internet access.
5. Ability to learn proprietary technology.
6. Knowledge of labor and employment laws, i.e. Wage & Hour, FLSA, EEO, OSHA, etc.
7. Experience with on-site/corporate operations with contingent staffing including staffing vendor management for Fortune 500/1000 clients.
8. Excellent verbal and written communications.
9. Professional appearance.
10. Able to prioritize multiple tasks without compromising service or quality.
11. Able to work independently with minimal supervision.
12. Excellent organizational skills.
13. Ethical, fair and professional conduct in all candidate, client, and peer interactions.
14. Flexible, accountable and a team player.
15. Available to work overtime.
16. Energetic and able to work well in a fast paced environment.
17. Excellent memory and recall skills.
18. Ability to interact with client Director level and above.

Responsibilities:

Directly supervises all Agile•1 Client Services Administrators, Coordinators and support staff. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

Implementation
Partner with and support the efforts of the Implementation Team.
1. Recruit and hire additional Client Services Staff as needed.
2. Provide user training to Client and Supplier users as needed. This task will continue after implementation as well.
3. Ensure project documentation is updated and archived and can be retrieved for audit, review, and legal purposes.
4. Implement and maintain Client’s policies and procedures, ability to document these policies and train additional staff on same
5. Maintain existing Support Supplier contracts, and negotiate contracts with new Suppliers as needed.

Account Maintenance
1. Promote an understanding of the Agile•1 Program with managers, suppliers, and contingent workers
2. Develop relationships with key managers/end users to develop additional business opportunities.
3. Act as liaison between Client and Suppliers on requirement issues while maintaining the integrity of our Service Level Requirements.
4. Act as point of contact for systems issues between Client or Suppliers, and System Development Team.
5. Ensure the timely delivery of regular billing and any required management reports to client, suppliers, or corporate office.
6. Act as the point of contact between Agile•1 Corporate and Suppliers for any contractual, accounting or payment inquiries.
7. Identify and promote opportunities for other ACT•1 Group Companies when possible.
8. Conduct regular reviews (usually quarterly) to survey client satisfaction with both Agile•1 and Supplier Performance.
9. Support Branch offices and Suppliers in increasing business through periodic meeting to discuss recruitment, trends and challenges.
10. Use and maintain the Client Support call-tracking database in a technically proficient manner by recording all calls thoroughly and completely.
11. Make use of information contained in the call tracking system to build problem resolution skills and to maximize the quality of support and the timeliness with which it is provided to customers.

On-Site Management

Hire, train and manage the Client Services Coordinators and support staff.

Motivate, encourage and develop staff through ongoing training and mentoring.

If managing multiple client sites, develop a meeting schedule to promote communications and promote team environment.

Benefits

A great team environment and excellent benefits including: Competitive salary and a benefits package including health, dental, vision, Short Term Disability, Long Term Disability, and life insurance along with a 401k Plan. You will also be eligible for vacation, sick leave and holidays.