Manager, Client Services

The Manager, Client Services at Cleerly is responsible for overseeing a team of Care Coordinators and Client Services Analysts. Key responsibilities include managing daily operations to ensure efficient workflow, monitoring job performance, resolving client issues via a ticketing system, and collaborating with leadership to develop strategies for operational efficiency. This role is both strategic and hands-on, as you will also actively resolve incoming requests.

To be considered for the Manager, Client Services role at Cleerly, applicants should have a Bachelor’s degree in Business Administration, Healthcare Management, or a related field. A minimum of 5 years in a supervisory or managerial role, particularly within healthcare or client services, is required. Furthermore, strong leadership skills, effective communication abilities, and the proficiency in using ticketing systems are crucial for success in this position.

At Cleerly, we prioritize both personal and professional growth. As a rapidly growing company, we encourage our Manager, Client Services to take on new challenges and responsibilities. We provide access to learning and development stipends, along with opportunities for advancement within the organization. Our culture emphasizes teamwork and innovation, which further fuels your growth journey.

The work environment for the Manager, Client Services at Cleerly is predominantly remote, which allows for flexibility and a healthy work-life balance. You will collaborate with your team digitally using tools such as Slack and Zoom while also having opportunities for in-person interactions at our offices located in Denver, Dallas, New York, or Lisbon. A supportive and engaging culture underpins the daily operations, ensuring team members feel valued and motivated.

As a Manager, Client Services at Cleerly, you can expect a comprehensive benefits package that includes medical, dental, and vision plans tailored to you and your family’s needs. Additionally, we offer stock options, a 401(k) match program for future investments, generous PTO policies, wellness stipends, and parental leave benefits. Cleerly truly invests in the well-being and success of its employees.

When answering this question, highlight specific instances where you led a team, detailing your management style and how you fostered team dynamics. Discuss how you measured performance and what strategies you implemented to improve client satisfaction.

To address this, share your methodology for task prioritization, such as using data-driven insights, severity of client issues, or urgency. Provide examples of times you successfully managed competing priorities and ensured client needs were met promptly.

For this question, outline your approach to conflict resolution. Discuss your listening skills, ability to empathize, and negotiation tactics. Provide an example of a challenging situation and how your actions led to a successful resolution.

Discuss your framework for assessing current operations and identifying areas for improvement. Highlight past improvements you've implemented, including how you tracked outcomes and adjusted strategies based on feedback and results.

When answering, emphasize techniques that resonate with your leadership style, such as regular check-ins, recognition programs, or opportunities for professional development. Provide an example of how engagement strategies positively impacted team performance.

Explain your proficiency with data analysis tools and your approach to transforming raw data into actionable insights. Discuss the importance of metrics in driving team performance, and provide examples of regular reports you've prepared for stakeholders.

Provide a specific example illustrating your leadership during a change initiative. Discuss the challenges faced, how you communicated with your team, and how you measured the success of the change.

Select a process improvement experience relevant to the role and detail it following the STAR method (Situation, Task, Action, Result). This format will allow you to clearly articulate your thought process and the outcome achieved.

Discuss specific technologies you have implemented or used effectively in managing client service operations. Talk about your comfort level with ticketing systems and other collaborative tools, and how they enhance service delivery.

In your response, list qualities such as strong leadership, excellent communication, strategic thinking, and problem-solving abilities. You can also emphasize the importance of a client-centric approach and the need for adaptability in a dynamic environment.