Description

The Program Manager / Client Services Manager (PM/CSM) owns the direct execution of the Client Journey for an assigned portfolio of client accounts — from onboarding through renewal. This role personally initiates projects, presents recommendations, runs client meetings, initiates audits, and manages the day-to-day client relationship to meet and exceed client expectations. The PM/CSM is also responsible for the full onboarding of new clients and the professional offboarding of departing clients on their accounts. The ideal candidate is a hands-on relationship manager who communicates and negotiates confidently with senior and executive stakeholders, including client “C” suite executives, and treats client satisfaction and retention as the measure of success.

Domestic travel is required for this position. This position could be remote, hybrid, or in-office. StrategicSource (SSI) is a veteran-owned company located in Savage, Minnesota. SSI offers competitive salaries and benefits and has been placed on the Minnesota Best Places to Work list. If you're ready to contribute to a values-driven team and grow your career, we invite you to apply today!

Key Responsibilities:

1. Client Portal - Guide every assigned client through all aspects of the Client Portal and its associated tools, ensuring full confidence and adoption of the platform.
2. Client Onboarding & Offboarding - Execute new client onboarding in line with the Client Journey, setting each relationship up for early 
   trust, satisfaction, and long-term retention. Complete all onboarding tasks accurately and on schedule for every new client. Execute the professional offboarding of any departing client, including final production and storage of documents, portal shut-down, and delivery of the client “goodbye” packet.
3. Project Submission - Initiate every project submission so it is complete, accurate, and client-driven from the start, with all required supporting documents attached.
4. Project Review & Presentation - Review each recommendation with Sourcing prior to client presentation to confirm accuracy and completeness. Present recommendations to clients in a manner that guides them to a timely decision.
5. Project Implementation - Coordinate the implementation of each category, including the steps required for a successful hand-off and execution.
6. Client Audits - Correctly initiate client audits, including required steps and supporting documentation, client presentation, and follow-up.
7. Client Meetings - Develop an approved client meeting agenda for each monthly client update. Present every meeting via the Client Portal, covering the Dashboard, Client Objectives, and Best in Class journey, as well as new submissions, recommendations, audits, and pending category reviews.
8. Communications and Reporting - Deliver SSI standard reporting on schedule, including Monthly Client Updates (via portal) and Monthly Pending – Rejected categories.
9. Account & Relationship Management - Build and manage day-to-day relationships across each assigned account, monitoring account health and surfacing risk early. Serve as the client’s primary point of contact, communicating and negotiating confidently with client stakeholders, including C-suite executives, to drive engagement and satisfaction.
10. Client Referrals - 20-groups - Request client referrals on a monthly basis during client meetings to help achieve company sales objectives.
11. Client Journey Alignment - Execute every stage of the Client Journey — onboarding, delivery, communication, and offboarding — consistently and to the standard set by the Client Playbook. Incorporate coaching and updates from the Regional Director, Training & Client Onboarding as the Client Journey and service model evolve.

Requirements

• BS/BS Degree in Business or related degree
• Executive Presence & C-Suite Communication: ability to confidently present, discuss, and negotiate program value and outcomes directly with C-level executives
  3+ years of experience in client services, account management, or a related client-facing role, ideally in a professional or software services environment
• Strong negotiation skills, able to manage expectations and advocate for both the client and the company
• Working knowledge of the Client Journey and StrategicSource’s service delivery model, or ability to learn it quickly
• Proficiency with an ERP, Microsoft Office, and portal/collaboration tools
• Strong organizational skills, able to manage multiple accounts and deadlines without compromising service quality
• Ability to travel to client sites as needed