Client Services Manager at Sedgwick managing multiple client service programs and relationships. Overseeing customer satisfaction, program procedures, and team performance while ensuring growth and development opportunities.
About the role
- Head of Client Services leading Giga Energy's client operations, enhancing customer success strategies. Focused on scaling operations and driving repeat business in a high-growth environment.
Responsibilities
- Lead all client services functions including order management, customer support, and account management
- Transform reactive operations into proactive customer success programs that drive repeat business and expansion revenue
- Manage day-to-day customer communications across multiple channels (email, Slack, Telegram, WhatsApp, phone)
- Own critical incident response including customer escalations, wide-scale quality issues, and on-site product failures, coordinating rapid resolution across engineering, production, and leadership teams
- Manage order management process from quote acceptance through delivery and invoicing, coordinating between sales and production
- Develop customer success playbooks that increase retention, satisfaction, and wallet share
- Collaborate cross-functionally with sales, production (China), engineering, and finance teams
- Navigate international operations including time zone coordination and cultural communication differences
- Implement and optimize customer relationship tools (HubSpot, Monday, Slack, etc.) to improve efficiency
- Track and report on key metrics: CSAT, NPS, order cycle time, issue resolution time, repeat purchase rate
- Identify opportunities for process improvement in order fulfillment and customer communication
- Build customer feedback loops that inform product development and operational improvements
- Manage customer expectations during complex, multi-month infrastructure projects
- Create documentation and training materials for customer onboarding and self-service
- Hire and develop client services team as company scales
Requirements
- 7+ years in customer success, client services, or operations roles with increasing responsibility
- Startup or high-growth company experience navigating evolving organizational structures
- Proven track record managing both operational execution (order management, support tickets) and strategic customer success initiatives
- Experience working across international teams and managing time zone/cultural communication challenges
- Strong systems orientation with hands-on experience using HubSpot, Monday, Slack, or similar platforms
- Ability to build processes and systems from scratch while managing day-to-day operations
- Excellent problem-solving skills with a "figure it out" mentality for putting out fires
- Experience in B2B businesses with complex, high-value transactions or project-based sales
- Strong cross-functional collaboration skills, particularly with sales and operations teams
- Data-driven approach to measuring customer health and operational performance
- Comfortable with ambiguity and able to shift from reactive to proactive work as organization matures
- Bachelor's degree in Business, Operations, Communications, or related field
Benefits
- Subsidized health, dental, and vision insurance
- Significant equity in a profitable, IPO-bound company
- 401(k) with 4% employer match
- Unlimited PTO
- Parental leave
- FSA/HSA options
- Commuter benefits
- Monthly team onsites across all offices
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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