Client Services Manager

Company Overview:

For the past 15+ years, eTelligent Group has consistently delivered excellent services that are demonstrated through our exceptional past performances. As a small business, we have distinguished our company as effective problem solvers with innovative, scalable solutions. We integrate CMMI Dev V2.0 Level 3 processes, tools, and techniques with innovative, cost-efficient, and secure solutions to address complex challenges. We also hold ISO 9001:2015, ISO/IEC 27001:2013, and ISO/IEC 20000-1:2018 certifications.

Key Responsibilities:

As a Client Services Manager, you will play a pivotal role in ensuring seamless operations across various programs, contracts, and task orders. Your responsibilities include:

• Serves as the single point of contact (SPOC) for all outreach related to existing eTel programs and any new Task Orders. Instrumental in facilitating communication between CS&D and Growth teams, ensuring alignment and efficient execution of tasks.
• Manage the onboarding process for new Task Orders and projects, ensuring seamless transition from contract award to project execution.
• Collaborate with the Growth team to identify resource needs and develop integration plans for new initiatives.
• Act as a primary liaison between CS&D and the Growth team, facilitating information sharing and collaboration on various projects.
• Engage with stakeholders across programs to ensure that expectations are aligned, and deliverables are met.
• Support the CS&D team with day-to-day activities, including setting up recompete baselines for Growth, managing bi-weekly meetings, and preparing agendas and material.
• Assist with the organization and execution of kick-off meetings for new Task Orders, ensuring all necessary stakeholders are engaged and informed.
• Identify areas for process improvement within CS&D operations and contribute to the development of best practices for managing transitions and new business integrations.
• Develop and maintain documentation and templates for incoming Task Orders, ensuring transparency and accountability within the team.
• Monitor project timelines and deliverables, proactively addressing any challenges that may arise.
• Responsible for enhancing the efficiency and effectiveness of CS&D.
• Assist in the development and implementation of standardized templates and tools for tracking and reporting CS&D metrics.
• Collaborate with Delivery Program/Project Managers to provide reports focused on assisting in creating Executive Briefings and Presentations.
• Work with Delivery Program/Project Managers to capture Program status.
• Facilitate communication between the CS&D and other departments, ensuring seamless integration of services and information flow.
• Coordinate CS&D activities with Business Development and Corporate Operations.
• Manage the scheduling and logistics of internal meetings, workshops, and training sessions, ensuring a smooth and efficient experience.
• Support all administrative functions within the CS&D including L2 meetings, Bloom Growth and TechnoMile.
• Preparing reports for client satisfaction, making recommendations for areas that can be improved, and presenting the information to the stakeholders.
• Manage and monitor conference and training along with budget allocation for CS&D staff.
• Contribute to the development of training materials and resources for CS&D staff, promoting continuous learning and skill enhancement within the organization.
• Support and coordinate all commercial contracts.
• Manage all commercial contracts serving as the first point of contact for eTel.
• Responsible for commercial contract coordination between HR, Growth, Finance, and CS&D.
• Manage eTel resources and serve as the eTel POC on all commercial contracts.
• Responsible for managing all commercial Task Orders to ensure timely execution.

Experience Required:

• At least 10 years of experience in client services, program/project management, or a related field within government consulting or commercial contracts.
• Proven ability to manage transitions, oversee multiple projects, and coordinate cross-functional teams.
• Demonstrated expertise in commercial contract management, including working with diverse stakeholders.
• Experience with reporting tools, executive briefings, and client satisfaction assessments.

Qualitative Requirements:

• Professional conduct commensurate with engaging corporate executives, CS&D staff and clients.
• Resourceful and ability to solve problems with limited direction.
• Team-oriented and able to engage a diverse workforce to perform responsibilities.
• Excellent communication skills.
• Excellent planning, organization and coordination skills.

Education & Certifications:

• Bachelor's degree in Business Administration, Management, or a related field (Master's degree preferred).
• Relevant certifications, such as PMP (Project Management Professional), ITIL, or equivalent, are highly desirable.

Location: Fully Remote (working core hours during Eastern Time)

Eligibility: U.S. Citizenship or Green Card holder (minimum 3+ years with Green Card)

Commitment to Diversity -
eTelligent Group provides equal employment opportunity to all individuals regardless of their race, color, creed, religion, gender, age, sexual orientation, national origin, disability, veteran status, or any other characteristic protected by state, federal, or local law. Further, the company takes affirmative action to ensure that applicants are employed, and employees are treated during employment without regard to any of these characteristics. Discrimination of any type will not be tolerated.