Senior Client Service Manager

Job Summary

The Senior Client Services Manager plays a critical role in managing strategic client relationships, leading field operations, and ensuring successful program execution across multiple client engagements. This individual serves as a trusted advisor to clients, drives operational excellence, and partners cross-functionally to deliver exceptional business results. The ideal candidate brings experience within a third-party labor (3PL), retail services, merchandising, assisted sales, field marketing, or similar environment and has a proven track record of leading distributed teams, managing client expectations, and driving program performance. Experience supporting field-based workforces and multi-site programs is strongly preferred. This is a remote position with approximately 15–20% travel required to support client meetings, field teams, and business initiatives.

Responsibilities

• Manage and strengthen relationships with strategic client stakeholders, serving as the primary point of contact for assigned programs and initiatives.
• Develop and execute account management strategies that drive client satisfaction, retention, and long-term growth.
• Lead day-to-day program operations, ensuring successful execution and alignment with client expectations and business objectives.
• Analyze performance metrics, identify trends, and provide actionable recommendations to improve program outcomes.
• Collaborate with internal departments including Operations, Recruiting, Human Resources, Finance, and Leadership to ensure seamless service delivery.
• Proactively identify operational risks and develop solutions to mitigate challenges before they impact clients or program performance.
• Lead, coach, and support a distributed team of approximately 20–25 field employees while fostering a culture of accountability, engagement, and performance.
• Support onboarding activities, workforce planning, compliance initiatives, and operational processes as required.
• Assist in managing budgets, purchase orders, and financial tracking to ensure program profitability and compliance with company standards.
• Participate in client business reviews, operational planning sessions, and strategic growth discussions.
• Support evolving client needs and strategic business initiatives as organizational priorities change.
• Travel approximately 15–20% as needed to support client relationships, field teams, and business operations.
• Perform other duties as assigned.

Qualifications

• 5+ years of experience in client services, account management, operations management, program management, or a related field.
• Experience within a third-party labor (3PL), retail services, merchandising, assisted sales, field marketing, or outsourced workforce environment strongly preferred.
• Demonstrated success managing client relationships and delivering results within complex, multi-site programs.
• Experience leading remote or distributed teams, including performance management, coaching, and employee development.
• Strong communication, presentation, negotiation, and relationship-building skills.
• Proven ability to drive client satisfaction, retention, and business growth.
• Strong analytical and problem-solving skills with the ability to interpret data and identify opportunities for improvement.
• Proficiency with Microsoft Excel and Microsoft Office applications.
• Experience with CRM systems, reporting platforms, and workforce management tools preferred.
• Ability to work independently in a fast-paced, evolving environment.
• Ability to travel up to 20% as needed.

Why Join T-ROC?

Opportunity to work with a dynamic team in a fast-paced, growth-oriented environment.
Access to professional development and career growth opportunities.
A collaborative and supportive work environment that values innovation and excellence.
Competitive salary and benefits package.
 

Who is T-ROC?

At T-ROC (The Revenue Optimization Companies), we blend innovation, technology, and an energetic team spirit to revolutionize retail. We're a dynamic and forward-thinking company that thrives on creativity and collaboration. Our mission is to empower businesses to achieve new heights in sales and customer engagement through cutting-edge technology and data-driven strategies. With us, you'll join a vibrant community where your ideas matter, your growth is encouraged, and every day brings new opportunities to make an impact. Ready to rock your career with T-ROC? Join us and be part of something extraordinary!

Equal Opportunity Employer / Special Accommodations

T-ROC is an equal opportunity employer, committed