Title: Client Services Manager

Location: Remote, US

About PSI

We are PSI Services. We power world leading tests. Delivered with trusted science and the very best test taker experience. PSI supports test-takers on their journey to pursuing dreams and gaining certifications that are important to them. They believe that their dreams are worth working for; that their dreams are worth the effort. And we believe that too. This is our core purpose, to empower people to achieve their dreams. We do this by being the best provider of workforce solutions, which foster both technology and science to deliver the best solutions for our test takers.

We are searching for top talent to join our PSI team and help grow our products and services. We have a creative, supportive and inclusive culture where we empower people in their careers to be their authentic self and make the most of their great talent.

At PSI, we are committed to helping people meet their potential and we believe that promoting diversity, equity and inclusion is critical to our success. That's why you'll find these ideals are intrinsic to our company culture and applied throughout the employee lifecycle.

Learn more about what we do at:

About the Role
The Client Services Manager is responsible for daily operations across a team that oversee client relationships for credentialing clients. as well as assisting department directors and leadership with projects and deliverables related to specific client assignments. This role is a full-time, permanent position, Monday to Friday during general office hours, with availability to support critical issues on occasional evenings and weekends. The role is typically office-based but can be performed remotely. Occasional travel may be required, approximately two or three times per year.
Role Responsibilities
* Leadership responsibilities for their Client Services team, including onboarding and training of staff,
performance reviews, goal setting, team meetings, personal development etc.
* Assist and collaborate with department leadership regarding staff, daily operational tasks and management
of client relationships.
* Implementing cross-training across the group for business continuity purposes.
* Develop and retain an understanding of current proprietary software(s) and client platforms.
* Sense of urgency and accountability for responding to escalations as well as internal and external client
requests via email or case management system.
* Enforce a support structure within the Client Services team which sets them up for success when servicing
clients.
* Foster positive client relationships by overseeing staff's appropriate responses to client requests,
addressing issues, guide and assist staff in investigations and resolving escalations, and coordinating tasks
to meet deadlines and service level agreements (SLAs).
* Participate in program implementation and integration meetings with clients, attend standing meetings for
current clients to address ongoing concerns or requests as required.
* Review and suggest process updates to improve efficiencies and eliminate redundancies.
* Ensure all existing clients are being serviced to both their contractual and service level agreements.
* Participate in operational and planning meetings and attend calls to fulfil client deliverables as needed,
including onboarding calls.
* Work with people across PSI to foster exceptional relationships and resolutions to cases.
* Review and approve timesheets and PTO requests.
* Project management and the ability to manage multiple project assignments, timelines, deliverables, and
milestones including successful delivery of examination republications, new examination programs, beta
testing, et al.
* Complete projects and assignments as needed at the direction of department leadership.
* Create and maintain relevant client reports.
Knowledge, Skills and Experience Requirements
* High school diploma or GED educational level expected. Bachelor's degree level preferred.
* Experience in customer service or client management environments is essential.
* Experience in using CRM software and a customer service ticketing system is essential.
* Experience in people management is preferred. Management certification is desirable.
* Experience in the testing industry is helpful.
* Knowledge and proficiency in Microsoft Office, especially Excel, Word, SalesForce Service Cloud and
Outlook is desirable.
Role

Benefits & Culture

At PSI, our culture is to be transparent and fair. That's why all of our roles have been benchmarked at a competitive rate against the local market they are based in. To be transparent all of our adverts now include the salary so you can see if we align with your expectations when looking for your next role.

In addition to a competitive salary, we offer a comprehensive benefits package and supportive culture when you join us. This includes;

• 401k/Pension/Retirement Plan - with country specific employer %
• Enhanced PTO/Annual Leave
• Medical insurance - country specific
• Dental, Vision, Life and Short Term Disability for US
• Flexible Spending Accounts - for the US
• Medical Cashback plan covering vision, dental and income protection for UK
• Employee Assistance Programme
• Commitment and understanding of work/life balance
• Dedicated DE&I group that drive core people initiatives
• A culture of embracing wellness, including regular global initiatives
• Access to supportive and professional mechanisms to help you plan for your future

Volunteer Day and a culture of giving back to our community and industry through volunteering opportunities