Client Service Manager

📍 New York, New York, United States
On-site

The Client Service Manager (CSM) oversees on-site operations across multiple projects or sites, ensuring high-quality service delivery, staff management, and client satisfaction. This role acts as the primary point of contact for clients while supervising daily operations and maintaining compliance with company policies. The client is a top-tier law firm seeking a lead to oversee print, production, and binding services leading a small team in New York City.

Key Responsibilities:

• Supervise legal print, production, and binding services, ensuring accuracy, compliance, and timely delivery of all materials, including document reproduction and distribution critical to law firm operations.
• Serve as the main on-site client contact and handle escalations.
• Manage staff schedules, resources, and coverage for absences or emergencies.
• Track and report key performance metrics (KPIs/SLAs, P&L, budgets).
• Lead staff development, coaching, and training; conduct performance reviews.
• Maintain a safe, professional, and organized work environment.
• Oversee vendors and coordinate special projects.
• Participate in client business reviews and support operational improvements.

Qualifications:

• High School Diploma or equivalent; bachelor’s degree preferred.
• Must have 3+ years experience managing offices services, reprographics and light facilities
• Law Firm Experience preferred
• 5+ years of experience in operational management or client services lead.
• Supervisory experience managing 5–10 staff members.
• Strong interpersonal, communication, and problem-solving skills.
• Experience in office services, facilities, or law firm environments preferred.
• Proficient in MS Office and other business software.

Competencies:

• Client-focused with integrity and professional presence.
• Ability to manage multiple priorities and maintain confidentiality.
• Skilled in conflict resolution and staff performance management.
• Strong organizational skills and attention to detail.
Physical Requirements:
• Ability to lift/move 40–60 lbs.; stand, walk, or sit for extended periods.
• Manual dexterity for office equipment operation.

Travel:

• Up to 25% local travel.