Client Services Manager I

JOB DESCRIPTION

• This is a Hybrid role requiring 3 days/week in a UL office
• Supervises work of the Client Services team as it directly relates to the successful completion of all work assignments and maintenance of client relationships.
• Ensure that the Client Services team develops a positive and proactive relationship with each client so that client questions and inquiries are processed in a timely manner and the client directs new work opportunities to UL.
• Establish and maintain a professional relationship with designated major clients to promote business growth and profitability.
• Create program management tools, such as performance metrics, and systems to improve efficiency and profitability.
• Provide technical support to the sales staff with regard to new business development from existing and prospective new clients including, as necessary, direct participation in meetings, visits, teleconferences, and proposal development.
• Participate in business forecasting and development as required by the senior leadership team.
• Assign work to Client Service team and monitor their workloads to foster maximum productivity. Assist Client Service team, Accounting, and Business Development Managers with client issues/disputes, and technical advice.
• Drives customer loyalty by engaging in regular customer interaction.
• Anticipates customer needs and provides proactive solutions.
• Gathers, shares and responds to customer feedback.
• Coaches and mentors staff to do the same.
• Assist and support the senior leadership team with regard to requests from sales for technical support from the Business Development Managers.
• Act as liaison to lab operations staff, when necessary.
• Support business development with regard to strategies that enhance UL businesses including initiating ideas and developing contacts with markets where UL currently works as well as prospective new markets and technical applications.
• Support and provide feedback to Global alignment initiatives for Client Services.
• Manages the performance of team members.
• Defines accountabilities.
• Establishes performance objectives.
• Establishes employee/team performance measures and goals in support of the global vision.
• Provides career counseling, feedback and guidance.
• Ensures understanding of and compliance with all established policies and requirements.
• Total Rewards: We understand compensation is an important factor as you consider the next step in your career. The estimated salary range for this position is $100,000. to $120,000. and is based on multiple factors, including job-related knowledge/skills, experience, geographical location, as well as other factors. This position is eligible for annual bonus compensation with a target payout of 20% of the base salary.
• This position also provides health benefits such as medical, dental and vision; wellness benefits such as mental and financial health; and retirement savings (401K) commensurate with the standard rewards offered in each individual location or country. We also provide full-time employees with paid time off including vacation (15 days), holiday including floating holidays (12 days) and sick time off (72 hours).
• The application deadline for this position is 7/14/2025.

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QUALIFICATIONS

• University degree (Equivalent to a Bachelors Degree) in a related discipline plus ten years of directly related experience with three years of management background required in an operation environment.
• Demonstrated written, oral and interpersonal skills with the ability to effectively communicate with all levels of employees and clients.
• Ability to successfully and independently execute, manage and schedule complex, multiple and diverse activities from the planning stage through completion.
• Ability to train and assist in the professional growth of staff members.
• Displays excellent problem-solving capabilities, innovative thinking, independent judgment, knowledge and training of advance and complex technical principles.
• Demonstrated responsibility such that the company can rely on the persons judgment and talents on projects and issues, which represent high financial risk to the company.
• Able to deal with a variety of personal styles, able to work independently.
• Able to manage multiple tasks and to prioritize workload.
• Must present self, department and company in a professional and positive manner.
• Excellent client service and interpersonal skills.