PrintMail · 20 hours ago
Senior Client Services Manager
United States
Full-time
Remote
Mid, Senior Level
$100K/yr - $100K/yr
7+ years expPrintMail is seeking a Senior Client Services Manager who will be responsible for owning customer issues end-to-end in a fast-paced operational environment. The role requires managing a portfolio of clients, ensuring timely responses and effective issue resolution while advocating for customer needs and continuously improving internal processes.
BankingDirect MarketingFinancial ServicesInsuranceMortgageOutsourcingPrinting
Responsibilities
Performance in this role is measured through service-level outcomes, including ticket response time, elapsed resolution time, first-touch resolution, and consistency of customer follow-through
Serve as the primary owner for customer inquiries and Tier 1 support tickets, managing issues from intake through resolution
Ensure customer issues are addressed accurately, efficiently, and within defined service expectations
Drive Tier 1 ticket elapsed time to under one business day and improve first-touch resolution rates
Set clear expectations with customers regarding timelines, next steps, and constraints
Close the loop on all customer issues, ensuring resolution is confirmed and documented
Act as the customer’s internal advocate, coordinating with internal teams such as Platform, Business Analysts, Project Management, Production, Integration and Customer Success to drive resolution
Hold internal teams accountable to commitments by proactively following up, escalating when needed, and ensuring work moves forward without stalling
Escalate risks, delays, or systemic issues appropriately while maintaining ownership of outcomes
Support customer readiness for changes, enhancements, or go-lives by coordinating execution—not managing project plans
Communicate clearly, professionally, and confidently with customers across email, meetings, and ticketing systems
Translate technical or operational information into customer-appropriate language
Maintain regular, agenda-driven touchpoints with assigned customers focused on open items, resolution status, trends, training and upcoming operational needs
Build trust through competence, responsiveness, and consistent follow-through
Actively review historical tickets, documentation, and internal chat conversations to build context and improve effectiveness
Leverage Teams chats and internal discussions to learn, resolve issues, and identify gaps in processes or documentation
Create, update, and maintain documentation, SOPs, and How-To articles in Confluence as gaps or improvements are identified
Identify recurring issues or inefficiencies and share insights with leadership to improve service delivery and reduce repeat work
Manage a high volume of concurrent work while maintaining accuracy and attention to detail
Maintain strong personal organization across tickets, follow-ups, meetings, and internal communications
Use Jira, ticketing systems, and collaboration tools consistently and effectively to track work and outcomes
Qualification
Required
Bachelor's degree or equivalent practical experience
7+ years of experience in client management, customer success, customer operations, support, or similar execution-focused roles
Demonstrated ability to independently learn complex systems and processes
Proven history of owning customer issues through resolution in operational environments
Exceptional self-directed learning ability and intellectual curiosity
Strong judgment and prioritization skills in a fast-paced environment
Relentless follow-through and ownership mindset
Clear, confident written and verbal communication
Ability to synthesize information from tickets, documentation, and chat-based communication
Discipline in documentation and process improvement
Comfort operating in ambiguity and rapidly changing situations
Strong collaboration skills without formal authority
Proficiency with Jira and ticketing systems
Experience using Confluence or similar documentation platforms
Comfort working in chat-based collaboration tools (Teams, Slack, etc.)
Strong general technical aptitude; industry-specific systems will be learned on the job
Preferred
Experience in regulated, technical, or high-volume service environments preferred
Benefits
Performance Bonus - up to 10%
401(k)
401(k) matching
Dental insurance
Employee assistance program
Health insurance
Health savings account
Life insurance
Paid time off
Referral program
Vision insurance
Company
PrintMail
We help financial institutions simplify the delivery of critical documents—including customer statements, notices, compliance communications, tax forms, and more.
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Jim Toohey
Vice President - Finance and Administration
Recent News
2024-10-17
Company data provided by crunchbase