Client Services Manager

Client Services Manager- Remote

What do we do?

ACD Direct, Inc. is an innovative, virtual company that thrives on brokering solutions for our non-profit clients. ACD’s heartbeat and competitive edge is powered by our people. Our company has grown from providing routine call center services to providing high-level, full-scale donor support resources and products. Our proprietary scripting engine, web forms and custom-built reporting enable clients to successfully conduct large-scale fundraising campaigns with accuracy and creativity.

Limitations:

>>>>> Due to our current client contracts, we are unable to hire INTERNATIONALLY and in these states at this time:  CT, MA, DE, DC, NJ, NY, NV, ND, CA, CO, OR, RI, MD, MT, MN, ID, WY, WA, AK, HI, PR

All applicants applying from these states or internationally unfortunately cannot be considered.

Summary of Role

The Client Services Manager (CSM) leads a team of Account Executives (AEs) and Jr. Account Executives while personally owning a book of ACD Direct's high value client accounts. The CSM is accountable for client retention and growth, service quality, and the performance and development of every AE on the team. The CSM sets the standard for the department. They enforce the Client Services Escalation Policy, the ticket SLA policy, and the Client Services Workday Protocol consistently across the team, and they serve as the primary escalation point between AEs, clients, and internal departments including Call Center Operations, Professional Services, IT, and Quality Assurance. The ideal candidate combines hands on account management experience in a contact center or BPO environment with proven people leadership. They take ownership without being asked, communicate clearly and often (up, down, and sideways), and make sound decisions that protect both the client relationship and the company.

Work Schedule & Availability:

Company business hours are 9:00 AM – 6:00 PM EST, Monday through Friday.

Account Executives are expected to work a full-time schedule within these business hours (for example, 8:30 AM – 5:00 PM EST). Specific work schedules may vary based on business and client needs.

Because we support clients across multiple time zones and business needs, this role requires flexibility to work occasional evenings, weekends, and participate in a rotating on-call schedule. On-call responsibilities are shared across the team. Specific scheduling expectations, on-call rotation frequency, and responsibilities will be discussed during the interview process and onboarding.

What will you do?

People Leadership

• Directly manages, coaches, and develops a team of AEs and Jr. AEs.
• Conducts weekly one on ones with each AE to review KPIs, competencies, client issues, and development goals.
• Leads regular Client Services team meetings to share updates, assign priorities, and outline scheduled tasks.
• Holds AEs accountable to department KPIs and competencies, documents performance, and partners with HR on corrective action when needed.
• Reviews Voice of the Client survey results provided by the VP of Operations and coaches AEs on low scores.
• Participates in AE and Jr. AE hiring using ACD Direct's structured interview process.
• Manages new hire onboarding and the competency based 90 day probationary review for each new AE.

Account Ownership

• Owns and manages a book of high value client accounts as the primary point of contact.
• Leads pre drive and post drive meetings for assigned accounts and ensures AEs do the same for theirs.
• Renews client contracts at least 90 days before expiration and ensures AEs meet the same standard.
• Provides new client launch support, including program setup, internal coordination, and go live readiness.
• Assists the VP of Operations in negotiating work agreements, quotes, and client contracts.
• Continually checks the pulse of all team accounts to identify risk early and protect client retention.
• Identifies upsell and cross sell opportunities for ACD Direct products and services.

Policy Enforcement and Escalation

• Enforces the Client Services Escalation Policy as written and serves as the first escalation point for AEs.
• Ensures issues are escalated through approved channels, not through informational reports such as the Weekly Brief.
• Resolves escalated client issues with urgency and escalates to the VP of Operations when the policy requires it.
• Enforces the ticket SLA policy and ensures all JIRA tickets are worked within their target SLA.
• Upholds and models the Client Services Workday Protocol, including response time standards, PTO coverage, and on call expectations.

Quality, Reporting, and Process

• Oversees resolution of pledge errors, cross pledges, overcharges, and similar billing or data issues.
• Partners with Quality Assurance and Call Center Operations to address service issues affecting clients.
• Generates weekly and quarterly reports and creates client reports as needed.
• Logs client meetings and meeting notes in FunnelMaker.
• Documents and maintains current department procedures and processes.
• Participates in industry and trade events, onsite and virtually, as needed.

What does it take?

• Highschool Diploma or Bachelor’s degree (B.A./B.S.) in related field or equivalent experience.
• [3+] years of Account Executive or account management experience, preferably in a call center or BPO environment.
• [2+] years of supervisory or people management experience, including coaching, performance documentation, and holding direct reports accountable.
• Demonstrated success managing a portfolio of client accounts, including renewals and client retention.
• Strong analytical skills, with the ability to read, interpret, and act on data.
• Proficiency in Microsoft Office (Outlook, Excel, Word, Teams).
• Ability to manage competing priorities, multiple projects, and deadlines with strong attention to detail.
• Ability to work effectively with individuals at all levels of client and internal organizations.
• Good judgment and the ability to make timely, sound decisions under pressure.
  

Preferred

• Bachelor's degree or equivalent work experience.
• Experience in DRTV or public media fundraising.
• Experience with JIRA or a similar ticketing system.
• Experience with CRM or meeting tracking tools such as FunnelMaker.

Competencies

These competencies are drawn from the CSM Leadership Competency framework and are the same standards used in the CSM Weekly Scorecard.

Ownership: Takes full responsibility for client outcomes and team results. Acts without being asked, follows through on every commitment, and closes the loop on open issues rather than passing them along.

Communication: Communicates clearly and often, up, down, and sideways. Doesn't wait to be asked and doesn't assume someone already knows. Sets client expectations accurately and keeps leadership informed before issues become escalations.

Leadership: Builds a team that performs consistently. Sets clear expectations, coaches with specific feedback, holds every AE to the same standard, and runs focused, professional team meetings.

Operational Excellence: Ensures work is prioritized, accurate, and on time. Enforces department policies and SLAs as written, maintains current procedures, and uses data to find and fix recurring problems.

Professional Judgment: Thinks critically to identify root causes rather than surface symptoms. Understands the broader business impact of decisions, considers downstream effects on clients, AEs, and the department, and makes sound, consistent decisions with less reliance on leadership for routine matters.

How we will support you?

- Remote Work – No commute time to the office

- Equipment Provided:

Laptop

Headset

Monthly Internet Stipend

- Benefits:

Medical/Vision and Dental Insurance

Flexible Spending Account / Health Savings Account

Personal Accident Insurance

401(k)/Roth with matching

Tiered PTO based upon length of employment

Discounts & Life Services offered through Optum EAP

- Team Environment – The opportunity to work with a great team who strives for excellence, where the average tenure is well over 6 years. (Not bad for a company who has been in business for 20 years!)

**ACD Direct, Inc. is an equal opportunity employer and values diversity. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. We do not discriminate based on any status protected under federal, state, or local law.