Penn State Job Catalog

Additional levels that exist for this job profile can be seen below.

The defined natural career progression within or between job profiles.

Client Services

The Client Services Manager leads the client services team(s), overseeing client interactions and ensuring a seamless experience from onboarding to ongoing support; is responsible for providing management strategy to build, grow, and maintain long-lasting organizational relationships with key clients and stakeholders; develops long-lasting relationships with clients and key stakeholders; matches priority issues and needs with organizational offerings and services.

• Manage and mentor the client services team, fostering a collaborative and high-performing environment focused on client satisfaction
• Create and implement client service strategies that align with organizational goals, enhancing client retention and satisfaction
• Develop and maintain strong relationships with key clients, understanding needs and ensuring expectations are met or exceeded
• Oversee the development of new clients and/or channels in accordance with University goals
• Manage the University's services and offerings mix to ensure alignment with organizational core competencies, goals, and priorities, as well as client needs, changing trends, and competition
• Review client presentations and proposals
• Oversee the resolution of complex issues, working with internal teams to address concerns effectively and promptly
• Establish and monitor key performance indicators (KPIs) for the client services team, analyzing data to drive continuous improvement
• Ensure effective onboarding processes for new clients, providing training and resources to facilitate a high quality experience
• Collect and analyze client feedback to identify trends; recommend enhancements to services and processes based on findings
• Collaborate with internal teams to align client services initiatives with broader organizational objectives
• Provide leadership and input into mission, strategic vision, strategies, goals, and priorities of the University

Level:

– Principal Manager

Base Description:

– Manages direct reports where primary duty is the management of a working unit.

Level Summary:

– Demonstrates awareness of broad issues and management trends. Applies exemplary management principles. Evaluates impact of policy and adjusts accordingly. Ensures appropriate skills are developed and maintained within team/unit. Realigns staff responsibilities to meet desired changes. Provides administrative and policy direction. Develops and articulates broad goals. Fosters collaboration between units. Engages in written and verbal communications that reach a university-wide and/or broad external audience. Develops and implements solutions to highly complex and often controversial problems.

Supervisory Responsibilities:

– Oversees teams of other supervisors/managers
– Leads a business unit

Fiscal Responsibilities:

– Plans, forecasts, develops, and/or approves budgets
– Typically has final signature authority for business unit

Problem Solving:

– Encounters highly varied and complex problems that may have a significant impact on multiple units and/or the University
– Regularly develops creative and/or novel approaches to resolve the most difficult problems
– Creates an environment that encourages imaginative solutions to problems

Independence of Action:

– Work results are not clearly defined and may be frequently changing
– Sets own goals and determines how to accomplish results with few or no guidelines to follow
– Oversees completed work of others and is accountable for unit results
– Delegates advanced tasks to others and provides guidance to team members

Communication and Collaboration:

– Communicates with both internal and external audiences
– May represent the University externally
– Collaborates closely with team members and other leaders across the University
– Communicates a compelling vision that inspires and motivates others

• Comp Grade – 16
• Minimum – $123,200.00
• MidPoint – $157,100.00
• Maximum – $191,000.00