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:

– Manager

Base Description:

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

Level Summary:

– Demonstrates proficient ability in work design, project management, financial planning and development of goals for accomplishing unit assignments. Reviews and guides work to ensure conformity to policy and effective approaches. Evaluates employee performance and recommend development opportunities. Demonstrates ability to coach employees. Presents and communicates key university indicatives and connects it to unit contributions. Provides broad guidelines. Develops, evaluates, enhances, and/or implements quality improvement practices. Recommends innovative solutions.

Supervisory Responsibilities:

– Oversees a team (typically 4 or more; no fewer than 2) full
– time direct reports of individual contributors and/or first level supervisors.

Fiscal Responsibilities:

– Monitors and tracks department/area budget
– May plan, forecast, and/or assist in developing budgets
– May have final signature authority for specific area

Problem Solving:

– Encounters varied and complex problems
– Helps to develop creative and/or novel approaches to resolve problems that are difficult in nature but within limited scope
– Modifies, adapts, or refines guidelines if necessary to resolve issues or problems

Independence of Action:

– Works independently on complex or strategic assignments
– Uses existing practices and advanced working knowledge to determine appropriate work methods for the team
– Reviews completed work of others for conformity to policy, and effectiveness of approach
– Delegates advanced tasks to others

Communication and Collaboration:

– Communicates with both internal and external audiences
– Collaborates closely with team members and various areas across the University
– Prepares written and/or verbal presentations or proposals on complex issues and delivers to a broad variety of audiences
– Communicates key university initiatives and how unit’s work contributes to their achievement
– Presents ideas, concepts and instructions in a clear manner, and uses persuasion and negotiation to build consensus and cooperation
– Establishes and maintains networks to facilitate successful communication among units

• Comp Grade – 14
• Minimum – $97,100.00
• MidPoint – $121,400.00
• Maximum – $145,700.00