Client Services Manager

The Client Services Manager leads the Client Services Department, overseeing all client support processes, policies, and training to ensure a consistent, high-quality client experience aligned with the company's luxury brand standards. This role also has direct oversight of the Claims Department, working with key stakeholders to ensure claims are resolved swiftly and judiciously, while tracking financial loss and analyzing client retention. The Client Services Manager serves as a key point of escalation for client and claims matters and partners with leadership to continuously improve departmental operations.

Key Responsibilities

• Leadership: Leads the Client Services Department, managing all areas of client support processes, policies, and training
• Claims: Oversees claims resolution with vendors, manufacturers, and insurers; tracks financial loss and drives process improvements
• Client Relationships: Serves as the primary client contact throughout claims resolution; manages timelines, budgets, and communication across client, partner vendors, third parties, and delivery teams
• Reporting: Analyzes claims trends and patterns; reports department performance and claims trends to leadership

Qualifications

Education and Experience

• Bachelor's degree preferred, or equivalent professional experience
• 3–5+ years of experience in client services, account management, or claims administration; luxury goods, design, or hospitality experience preferred
• Prior experience managing or overseeing a claims process, including negotiation and resolution with vendors, insurers, or manufacturers
• Prior experience leading or supervising a team

Knowledge, Skills, and Abilities

• Strong analytical skills, with the ability to track financial loss, retention metrics, and department KPIs
• Excellent written and verbal communication skills, with the ability to build trust with high-net-worth clients
• Sound judgment and discretion when handling client and internal business information
• Strong organizational and project management skills; able to manage multiple clients, claims, and deadlines concurrently
• Experience with Salesforce preferred but not required

Pay: $98,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance
• Work from home

Work Location: Remote