Client Services Manager

ACD Direct

. Directly manage, coach, and develop a team of Account Executives and Jr.

Posted 10/18/2026full-timeRemote • Utah • United StatesMid-LevelSenior💰 $52,000 - $55,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong leadership in managing and developing Account Executives while effectively overseeing client account management and retention strategies. Proficient in data analysis and performance documentation to drive team accountability and client satisfaction.

Highest-signal resume keywords

Account Management ExperienceTeam LeadershipClient Retention StrategiesData Analysis SkillsJIRA Experience

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Account ManagementClient RetentionPerformance DocumentationAnalytical SkillsCoachingRenewal ManagementProject ManagementProblem ResolutionOnboardingEscalation Management

Soft Skills

Good JudgmentAttention to DetailEffective CommunicationDecision-Making Under PressureFlexibility

Tools & Technologies

Microsoft OfficeJIRAFunnelMakerClient Services Escalation PolicyTicket SLA Management

Industry Keywords

Call CenterBPO EnvironmentPublic Media FundraisingDRTVClient Services

About the role

Key responsibilities & impact

Directly manage, coach, and develop a team of Account Executives and Jr. Account Executives
Conduct weekly one-on-ones covering KPIs, competencies, client issues, and development goals
Lead Client Services team meetings, share updates, assign priorities, and outline scheduled tasks
Hold AEs accountable to department KPIs and competencies; document performance and partner with HR on corrective action
Review Voice of the Client survey results and coach AEs on low scores
Participate in AE and Jr. AE hiring using a structured interview process
Manage new-hire onboarding and competency-based 90-day probationary reviews
Own and manage a book of high-value client accounts as primary point of contact
Lead pre-drive and post-drive meetings for assigned accounts
Renew client contracts at least 90 days before expiration
Provide new-client launch support, including program setup, internal coordination, and go-live readiness
Assist the VP of Operations in negotiating work agreements, quotes, and client contracts
Identify account risks early to protect client retention
Identify upsell and cross-sell opportunities for products and services
Enforce the Client Services Escalation Policy and serve as the first escalation point for AEs
Resolve escalated client issues and escalate to the VP of Operations when required
Enforce ticket SLA policy and ensure JIRA tickets meet target SLAs
Uphold Client Services Workday Protocol, including response time standards, PTO coverage, and on-call expectations
Oversee resolution of pledge errors, cross pledges, overcharges, and similar billing or data issues
Partner with Quality Assurance and Call Center Operations on service issues
Generate weekly and quarterly reports and create client reports as needed
Log client meetings and notes in FunnelMaker
Document and maintain department procedures and processes
Participate in industry and trade events, onsite and virtually, as needed

Requirements

What you’ll need

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
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
Flexibility to work occasional evenings and weekends
Participation in a rotating on-call schedule
Applicants must not be located internationally or in CT, MA, DE, DC, NJ, NY, NV, ND, CA, CO, OR, RI, MD, MT, MN, ID, WY, WA, AK, HI, or PR

Benefits

Comp & perks

Remote Work – No commute time to the office
Laptop provided
Headset provided
Monthly Internet Stipend
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