Gaming Client Services Manager

Onward Play is rapidly expanding our national footprint and we are looking to hire an additional Client Services Manager to join our team, 100% remote.
Onward Play is the Gaming Division of Onward Search, an award-winning recruitment and staffing agency with the mission to connect the nation's top gaming and immersive technology clients with the best Video Game, Entertainment, Device, VR/AR/MR software talent and resources.
A Client Services Manager (CSM) is responsible for supporting the company growth strategy for their assigned clients.

A CSM responsibilities include:

• Day-to-day account management support around submissions, placements at clients
• For MSP accounts: work with program managers to ensure we are delivering against account KPIs, scorecards, as appropriate
• Manage VMS tools (where appropriate)
• Administrative support for client and talent as needed

Once the Talent is placed with a client, the CSM will be responsible for managing talent and assisting them with any issues that may arise, advocating for them to the client for position extensions/renewals, while providing exceptional customer service.

Success of the CSM is measured by client retention, account headcount growth, account GM growth, and client/talent satisfaction.
Responsibilities:

• Qualify incoming jobs, including participating in job intake callsJob entry into Bullhorn
• Act as a primary point of contact to client (where allowed)
• Provide consultative support to clients regarding the submittal and interview process (where allowed)
• Quality review of all candidate submittals prior to client submission
• Monitor sub activity to job
• Evaluate, approve and process candidates for client submittals, while ensuring the submittal and interview process is executed consistency & efficiently
• Audit & review email and Candidately c-subs
• Handle the interview process with client and/or candidate (schedule interview, schedule interview debriefs, etc)
• Manage the offer process (confirm all placement details with client or MSP office and candidate, etc)
• Lock entry into Bullhorn
• Management of working professionals once they've been placed (assists with timecard issues as needed, confirms assignment end dates, manages extensions, completes QCTs, handles lock change requests, etc)
• Identify growth opportunities within the account by expanding client relationships and generating leads from existing talent (when permitted by the MSP)
• Ensure quality of delivery against client expectations as defined by our MSP scorecards or other artifacts
• Consistently deliver at, or higher than, stated KPI targets
• Consistently demonstrate Onward core values, both internally and externally

How success is measured:

• Candidate to sub interview ratios
• Interview to lock ratios
• MSP scorecards and/or NPS scores
• Fill ratios
• Client growth

Requirements:

• Minimum 1 year experience with dedicated client delivery experience at a staffing agency, ideally supporting clients in the gaming, entertainment, VR, or AI industries
• Minimum 1 year of experience delivering against MSP accounts or enterprise level accounts (ie, Fortune 500 companies)
• Demonstrated experience expanding accounts through outstanding service delivery
• Successfully demonstrated functional leadership skills over team members who do not report directly to you
• Experience and understanding of working with VMS/MSP tools

Salary: $70,000 - $85,000 (based on experience). This position is bonus eligible based on assigned account growth goals. Comprehensive benefits and PTO package, including 401K.

About Onward Search
Onward is an award-winning recruitment and staffing agency with the mission to connect the nation's top companies with the best creative, marketing and technology talent in the industry. Founded in 2007, our company is headquartered in Norwalk, CT and embraces a nationwide remote workforce.
We have built a culture fostered on entrepreneurial spirit, integrity, teamwork and transparency. We believe different perspectives make Onward Search a better company and are committed to building a diverse and inclusive environment where every person feels like they belong.
We're proud to be recognized as "Best Companies to Work for Women" on Comparably, where we also hold an A+ rating for company culture and rank number one in diversity score amongst staffing companies in our industry.
Onward Search is an equal opportunity employer. We evaluate applicants without regard to race, color, religion, sex, sexual orientation, gender, identity, national origin, disability, veteran status, or any other classification protected by federal, state, and local laws. AA/EOE/M/F/D/V.