Job Description
Job Description
The Opportunity
The Client Services Manager leads client-focused programs, ensuring exceptional service delivery and strengthening relationships across our client community. This role oversees client communication workflows and serves as the primary liaison between clients, internal teams, and senior leadership. You'll partner closely with Quality Assurance, Group Leaders, and Operations to resolve client issues promptly, enhance service quality, and drive continuous improvement across the customer experience lifecycle.
The Role
Client Service Leadership
- Develop and maintain client service protocols, communication standards, and customer engagement procedures
- Build and sustain strong professional relationships with clients to promote satisfaction, trust, and long-term partnership
- Serve as the primary liaison between clients, management, QA, and internal personnel to ensure seamless communication and timely issue resolution
Team Leadership & Internal Coordination
- Act as a communication and coordination liaison for the QA Director, particularly for client-impacting quality matters
- Collaborate with cross-functional teams to ensure timely, accurate responses to client questions, needs, and priorities
Client Data, Processes & Systems
- Oversee processes and systems related to documenting new client information, onboarding customers, and supporting ongoing service needs
- Manage administrative and operational workflows that support revenue growth, productivity, and customer satisfaction
- Evaluate client data from existing tools and recommend improved systems that enhance customer visibility, service metrics, and data-driven decision-making
Customer Issue Management
- Provide prompt and appropriate assistance to resolve client concerns and escalate issues when necessary
- Monitor client activity, feedback, and trends, reporting risks and opportunities to management
- Conduct root-cause assessments of recurring customer service issues and recommend preventive strategies
Continuous Improvement & Workflow Redesign
- Present insights, plans, and recommendations to management based on client data analysis, trends, and service outcomes
- Participate in cross-functional teams to redesign workflows for improved communication, efficiency, and resource utilization
- Support operational changes that elevate the overall client experience and strengthen the service delivery model
Required Qualifications
- 3–5 years of experience in client services, account management, or customer success—preferably within a laboratory, technical services, healthcare, or regulated environment
- Strong relationship management skills with the ability to communicate effectively across internal and external stakeholders
- Excellent problem-solving abilities with a customer-first mindset
- Strong presentation, reporting, and project coordination skills
- Ability to thrive in a fast-paced environment and manage competing priorities with professionalism and accuracy
Preferred Qualifications
- Bachelor's degree in Life Sciences, Business, Communications, or related field
- Experience working with quality systems, client data platforms, CRM tools, or communication workflow systems
- Background in pharmaceutical, compounding pharmacy, or medical device industries
Company DescriptionReal People. Real Connections. Real Results.
That's the Messina Talent Advantage.
For more than 40 years, Messina's Talent practice has continuously evolved to meet the needs of our clients. We not only help our clients fill roles and build their teams, but we also help them better understand their workforce and develop strategic talent initiatives that drive value for their organizations.
Messina Talent Advisors, a Messina Group Company, has the network, proven processes, and all the latest technologies to connect the right candidates with the right jobs - faster.
Company Description
Real People. Real Connections. Real Results.\r\n\r\nThat's the Messina Talent Advantage.\r\n\r\nFor more than 40 years, Messina's Talent practice has continuously evolved to meet the needs of our clients. We not only help our clients fill roles and build their teams, but we also help them better understand their workforce and develop strategic talent initiatives that drive value for their organizations.\r\n\r\nMessina Talent Advisors, a Messina Group Company, has the network, proven processes, and all the latest technologies to connect the right candidates with the right jobs - faster.