Search
Close this search box.

Current Region & Language

Client Services Manager

Americas (Hybrid)

The Client Services Manager is charged with achieving the company’s overall objectives for
client retention and satisfaction. They serve as the primary point of contact for Staffing,
Recruiters, MSP, RPO, VMS, and FMS partners (Mass Talent Procurement, MTP), particularly
on service and support issues. They will provide consultation, advice, and assistance to MTP
partners. They will be responsible for fielding inquiries and requests, and either provide direct
and/or coordinate appropriate response. They are also responsible for measuring and managing
the quality of delivery to ensure the most efficient and effective outcomes.

To be effective, they must regularly collaborate and coordinate internally with the leaders of
various departments, including Shared Services, Risk, Finance, Human Resources, IT, Sales &
Marketing.

What you'll get to do:

Stakeholder Management
• Establish rapport and maintain routine, meaningful contact with client personnel
• Consult with partners to identify opportunities to enhance the People2.0 service
experience
• Develop and maintain an understanding of primary partner value drivers
• Maintain regular contact with partner operations team to strengthen relationships
• Document interactions and use the information to improve service
• Recommend and action items to improve partner experience and People2.0’s value-add

Scope Management
• Maintain understanding of contractual terms, financial particulars, and scope of work
• Monitor internal standard operating procedures to ensure full commercial realization of
program(s)
• Identify and implement opportunities for process improvements on a large scale
• Identify and communicate opportunities to expand services in ways that add value,
increase satisfaction, and help ensure client retention
• Analyze program statistics to ensure compliance to any contractual KPI or SLA
requirements
• Conduct Quarterly Business Reviews with partners to review trends and align on
roadmap

Delivery Management
• Ensure that partners understand relevant best practices and standard operating
procedures
• Keep abreast of EOR/AOR market developments to provide strategic advice to partners
• Accept service calls and inquiries from partners and manage appropriate follow-up
• Identify urgent and critical issues that require escalation to HR, Risk, Legal or other
Department Leaders, and promptly escalate those issues according to company policy
• Manage service issues with a measured, controlled approach to deescalate and resolve
efficiently
• Design, develop and deploy surveys to measure key satisfaction metrics
• Routinely engage internal teams to ensure their understanding of partnership needs
• Act in a spirit of continuous improvement to optimize service, processes and procedures

Skills and experience we value:

Education and Knowledge:
• Secondary degree or commensurate experience required
• Strong practical knowledge of MSP, VMS, RPO, and/or FMS solutions
• Awareness of the EOR/AOR landscape preferred
• Adequate understanding of HR and employment law

Experience:
• 7+years’ experience with roles of increasing responsibility within the MTP environment
• Ability to take charge, prioritize and manage multiple priorities independently
• Superior oral and written communication skills
• Ability to effectively consult with client staff: listening, analyzing, needs definition,
solutioning

Important Characteristics:
• Empathy, patience, and active listening skills
• Commitment to team and open collaboration
• Optimistic and future focused, comfortable with change
• Strong service orientation and a natural ability to cultivate relationships

Benefits and location:

• The annualized salary range is $80,000 – $100,000 annualized, plus bonus potential
• Paid vacation, sick days, and holidays
• Medical, dental, and vision insurance
• 401(k) retirement plan
• Voluntary life insurance
• Flexible Work Program (work from home and hybrid options)
• Many more ancillary benefits

About People 2.0​

People2.0 is the world’s leading enabler of global, mobile, flexible, and remote work arrangements. The company’s employer of record (EOR) and agent of record (AOR) establishments around the world, networked by its proprietary FlexLife™ technology platform, create a unique global ecosystem within which talent suppliers can engage any category of worker in any work arrangement, anywhere, while independently working professionals have access to business support services and portable benefits. Global workforce deployment is facilitated through a single master services agreement and one point of contact. Visit People20.com.

People 2.0 is committed to providing equal employment opportunities to all associates and applicants without regard to race, color, national origin or ancestry, citizenship status, religion, sex (including pregnancy, lactation, childbirth or related medical conditions), sexual orientation, physical or mental disability, age, veteran status, uniformed service member status, gender identity, genetic information (including testing and characteristics) and any other characteristic prohibited by federal, state or local law. Our commitment to equal opportunity employment applies to all persons involved in our operations and prohibits unlawful discrimination by any employee, including supervisors and co-workers.

In furtherance of this commitment, the Company is committed to providing a work environment that is free of prohibited harassment. As a result, the Company strictly prohibits sexual harassment and harassment against applicant and employees based on any legally recognized status, as defined above, or any other status protected by federal, state, or local laws.

How to apply:

Send your cover letter and resume to recruiter@people20.com and reference the job title and location.