Senior Client Service Manager

Job Summary

The Senior Client Services Manager plays a critical role in managing strategic client relationships, leading field operations, and ensuring successful program execution across multiple client engagements. This individual serves as a trusted advisor to clients, drives operational excellence, and partners cross-functionally to deliver exceptional business results. The ideal candidate brings experience within a third-party labor (3PL), retail services, merchandising, assisted sales, field marketing, or similar environment and has a proven track record of leading distributed teams, managing client expectations, and driving program performance. Experience supporting field-based workforces and multi-site programs is strongly preferred. This is a remote position with approximately 15–20% travel required to support client meetings, field teams, and business initiatives.

Responsibilities

• Manage and strengthen relationships with strategic client stakeholders, serving as the primary point of contact for assigned programs and initiatives.
• Develop and execute account management strategies that drive client satisfaction, retention, and long-term growth.
• Lead day-to-day program operations, ensuring successful execution and alignment with client expectations and business objectives.
• Analyze performance metrics, identify trends, and provide actionable recommendations to improve program outcomes.
• Collaborate with internal departments including Operations, Recruiting, Human Resources, Finance, and Leadership to ensure seamless service delivery.
• Proactively identify operational risks and develop solutions to mitigate challenges before they impact clients or program performance.
• Lead, coach, and support a distributed team of approximately 20–25 field employees while fostering a culture of accountability, engagement, and performance.
• Support onboarding activities, workforce planning, compliance initiatives, and operational processes as required.
• Assist in managing budgets, purchase orders, and financial tracking to ensure program profitability and compliance with company standards.
• Participate in client business reviews, operational planning sessions, and strategic growth discussions.
• Support evolving client needs and strategic business initiatives as organizational priorities change.
• Travel approximately 15–20% as needed to support client relationships, field teams, and business operations.
• Perform other duties as assigned.

Qualifications

• 5+ years of experience in client services, account management, operations management, program management, or a related field.
• Experience within a third-party labor (3PL), retail services, merchandising, assisted sales, field marketing, or outsourced workforce environment strongly preferred.
• Demonstrated success managing client relationships and delivering results within complex, multi-site programs.
• Experience leading remote or distributed teams, including performance management, coaching, and employee development.
• Strong communication, presentation, negotiation, and relationship-building skills.
• Proven ability to drive client satisfaction, retention, and business growth.
• Strong analytical and problem-solving skills with the ability to interpret data and identify opportunities for improvement.
• Proficiency with Microsoft Excel and Microsoft Office applications.
• Experience with CRM systems, reporting platforms, and workforce management tools preferred.
• Ability to work independently in a fast-paced, evolving environment.
• Ability to travel up to 20% as needed.

Why Join T-ROC?

Opportunity to work with a dynamic team in a fast-paced, growth-oriented environment.
Access to professional development and career growth opportunities.
A collaborative and supportive work environment that values innovation and excellence.
Competitive salary and benefits package.
 

Who is T-ROC?

At T-ROC (The Revenue Optimization Companies), we blend innovation, technology, and an energetic team spirit to revolutionize retail. We're a dynamic and forward-thinking company that thrives on creativity and collaboration. Our mission is to empower businesses to achieve new heights in sales and customer engagement through cutting-edge technology and data-driven strategies. With us, you'll join a vibrant community where your ideas matter, your growth is encouraged, and every day brings new opportunities to make an impact. Ready to rock your career with T-ROC? Join us and be part of something extraordinary!

Equal Opportunity Employer / Special Accommodations

T-ROC is an equal opportunity employer, committed to the full inclusion of all qualified individuals. All applicants are considered for all positions without regard to race, religion, color, sex, gender, sexual orientation, pregnancy, age, national origin, ancestry, physical/mental disability, medical condition, military/veteran status, genetic information, marital status, ethnicity, alienage or any other protected classification, in accordance with applicable federal, state, and local laws. Equal access to programs, services, and employment is available to all qualified persons. As part of this commitment, T-ROC ensures that reasonable accommodation is provided to applicants requiring such accommodation to complete the application and/or interview process. If reasonable accommodation is needed, please email wesupportu@trocglobal.com describing your needs.

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