Requisition #: 20035
Functional Area: Client Service; Leadership
Employment Type: Full-Time
Work Options: In Office at Location Specified Above #LI-Onsite
Work Hours: Monday - Friday, 8:00am - 4:30pm
Position Summary
J. J. Keller is looking for a Client Service Manager to lead a team of client service professionals, ensuring timely, high-quality service delivery. This role serves as the key link between our Managed Services clients and internal teams, driving customer satisfaction while meeting business goals.
Key Responsibilities
Team Leadership & Development
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- Lead, develop, and coach a high-performing team of client service professionals.
- Set clear performance expectations and provide ongoing feedback and recognition.
- Participate in the recruitment and selection process.
- Conduct performance reviews and manage associate relations matters.
Client Relationship Management
- Build and maintain strong, trust-based relationships with clients.
- Participate in regular client calls and annual business reviews.
- Ensure client needs are met while balancing organizational goals.
- Proactively resolve client concerns and service issues.
Performance & Results Delivery
- Achieve key performance indicators including revenue, gross margin, SLA adherence, and client retention.
- Drive associate engagement, development, and retention strategies.
Strategic & Business Development
- Support business planning, service enhancements, and partnership initiatives.
- Collaborate with sales and consulting teams to win and implement complex Managed Services engagements.
Process Improvement & Compliance
- Lead internal and client-facing process improvement initiatives.
- Maintain knowledge of DOT and vehicle legalization regulations; communicate updates and adapt services as needed.
- Ensure compliance with FCRA, HIPAA, ISO 27001, and data protection standards.
Financial & Operational Oversight
- Manage departmental budgets and expenses effectively.
- Uphold corporate policies and foster a culture of safety, ethics, and continuous improvement.
Qualifications
Experience
- 3+ years of experience in a client-facing leadership role.
- Prior process improvement experience required with exposure to Business Process Improvement methodologies and tools a plus.
- Prior experience within the transportation/vehicle legalization industry desirable.
Education
- Bachelor's Degree in business-related field.
- In lieu of bachelor's degree, additional 3 years of closely related work experience may be considered.
Other Skills/Qualifications
- Demonstrated ability to build rapport and maintain a positive working relationship with key client contacts.
- Ability to develop and implement growth plans and programs.
- Strong verbal and written communication skills.
- Strong organizational and project management skills.
- Independent analytical thinking skills.
Physical Requirements
Work is performed primarily in a standard office environment. Work involves operation of personal computer equipment for extended periods of time. Occasional travel to customer sites and/or industry and training events may also be required, depending on assignment.
Travel Requirement: 10%
We Protect People & The Businesses They Run™
Every associate at J. J. Keller makes a difference by creating safer, more respectful workplaces. Whether serving our customers directly with expertise in safety and regulatory compliance or supporting the business with specialized skills, together we contribute to better workplaces for people across North America.
J. J. Keller History: November 1, 2023, marked 70 years of business for J. J. Keller & Associates, Inc. Click HERE to take a tour through three generations of this family-owned business - from our founding as a one-man consulting firm through decades of delivering on our purpose of protecting people and the businesses they run.
J. J. Keller Career Stories: Click HERE to hear from our associates about what they have to say about life as an associate at J. J. Keller.
J. J. Keller Earns 8th Great Place to Work Certification™: Click HERE to find out what makes J. J. Keller great.
J. J. Keller Certified as a Top 100 Most Loved Workplace® in America: Click HERE to find out why our associates LOVE working at J. J. Keller.
2024 Top Company for Women to Work for in Transportation: Click HERE to learn more about this prestigious recognition.
If you experience system-related issues or need assistance with the online application, please call (920) 720-7700.
Professional Referral Program: Not the right role for you, but know someone who could be a great fit? Click HERE to refer them to us through our Professional Referral Programand you will earn a cash payment if your referral is hired.
J. J. Keller & Associates, Inc. is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.
Nearest Major Market: Oshkosh
Nearest Secondary Market: Appleton
Job Segment: Business Process, Service Manager, Compliance, Relationship Manager, Management, Customer Service, Legal