Client Services Representative

• Provide operational, administrative, and analytical support for client care programs
• Maintain service standards and monitor performance metrics
• Coordinate training initiatives
• Assist with reporting and quality assurance activities
• Support customer service initiatives and improvement projects
• Interact with North American veterinary clinics and pet parents by phone and email

Client Care Operations Specialist

• Supervise the daily performance of Project Attorneys to ensure a high level of productivity
• Monitor daily employee performance in relations to accepted call quality standards
• Listen to and grade select phone calls utilizing a standard Quality Assurance Scorecard
• Maintain proficient understanding of company policies and procedures
• Analyze team needs based upon predetermined business plan
• Ensure team is adhering to their schedule
• Act as a liaison between the Project Attorneys, Project Managers, and Client Services management
• Support customers and claimants directly through phone interactions

Client Services Supervisor

• Lead the growth of Apex’s infrastructure services within your designated local market.
• Develop and execute a strategic plan to expand relationships with municipal, utility, and public-sector clients.
• Leverage existing client relationships and your market insight to establish Apex as a trusted regional partner.
• Collaborate with Divisional and Regional Leadership to align local efforts with Apex’s broader infrastructure strategy.
• Serve as a trusted advisor to municipal and utility clients, understanding their infrastructure priorities and funding mechanisms.
• Identify and pursue new project opportunities, lead proposal development, and manage interview and negotiation processes.
• Drive cross-selling of Apex’s complementary environmental, construction, and compliance services.
• Represent Apex at professional associations, technical committees, and industry conferences.
• Oversee delivery of municipal infrastructure projects including water and wastewater treatment, distribution/collection systems, stormwater management, transportation or civil engineering.
• Ensure technical excellence, quality control, and adherence to scope, schedule, and budget.
• Provide technical leadership, mentoring, and QA/QC oversight to project teams.
• Manage project performance, including backlog, utilization, and profitability metrics.
• Recruit, mentor, and develop engineers, project managers, and technical staff to grow Apex’s local presence.
• Foster a collaborative, high-performance culture focused on client satisfaction and technical excellence.

Client Service Leader – Water/Wastewater

• A Client Services Manager (CSM) is responsible for supporting the company's growth strategy for assigned clients.
• Day-to-day account management support around submissions and placements
• For MSP accounts, partner with program managers to ensure delivery against account KPIs and scorecards
• Manage VMS tools and portals, where appropriate
• Provide administrative support to clients and consultants as needed
• Once talent is placed with a client, the CSM is responsible for managing consultants and assisting with any issues that may arise, advocating for assignment extensions and renewals, and providing exceptional customer service throughout the engagement lifecycle.
• Success in this role is measured by client retention, account headcount growth, gross margin growth, and client and consultant satisfaction.
• Qualify incoming jobs, including participating in job intake calls
• Job entry into Bullhorn
• Act as a primary point of contact for clients, where permitted
• Provide consultative support to clients regarding the submission and interview process
• Quality review of all candidate submissions prior to client submission
• Monitor submission activity against open requisitions
• Evaluate, approve, and process candidates for client submission while ensuring consistency and efficiency
• Audit and review email and Candidately candidate submissions
• Manage interview scheduling and coordination between clients and candidates
• Conduct interview debrief coordination
• Manage the offer process, including confirmation of placement details with clients, MSP partners, and candidates
• Manage working consultants throughout their assignments
• Assist with timecard issues as needed
• Confirm assignment end dates
• Manage assignment extensions and renewals
• Complete Quality Calls with Talent (QCTs) and placement change requests
• Provide ongoing consultant support and issue resolution
• Identify opportunities to expand client relationships and generate leads from existing talent, where permitted
• Ensure quality delivery against client expectations and MSP scorecards
• Consistently meet or exceed KPI targets
• Demonstrate Onward's core values internally and externally

Manufacturing Client Services Manager

• To determine account management strategies related to client service plans
• To be responsible for retention of existing clients, customer satisfaction, revenue growth, client surveys, and new business
• To provide program management for jumbo clients requiring dedicated staff, multiple offices and complex service models
• To oversee the work of other local Client Services staff
• Provides stewardship reporting to clients; identifying and educating clients on issues and trends impacting programs
• Conducts pre-renewal visits reviewing client loss experience and general company performance
• Reviews and identifies areas of potential dissatisfaction prior to renewal meetings
• Performs client renewal, contract revision, and Client Service Instruction preparation for complex programs
• Negotiates changes or improvements to service plan
• Facilitates the reduction of process barriers, technology constraints, or resource constraints by directing and influencing the activities of other internal departments such as information technology, operations and business development
• Coordinates client invoicing, audits and accounts receivable follow up for assigned clients
• Resolves all major customer service issues
• Identifies and solicits cross-selling opportunities
• Participates in local insurance community through advanced education and affiliation memberships
• Supervises and directs personnel assigned to programs requiring multiple Account Representatives
• Ensures compliance with all applicable Quality initiatives

Director, Client Services

• The Manager of Fleet Client Services will lead and provide directions for the scheduling team to optimize work volumes and staffing levels, ensuring operational efficiency and excellent customer service.
• Responsible for managing and growing a portfolio of Fleet Maintenance clients in a high-volume market, potentially encompassing multiple small to medium markets within an assigned geographic territory.
• Responsible for making decisions and managing accounts to ensure they achieve measurable results from the product, implementing a robust performance management process aligned with organizational expectations and utilizing tools for goal accomplishment.
• Ensure exceptional customer experience by building and maintaining client relationships.
• Evaluate growth opportunities by client needs and market trends, assess business options to address those needs and make recommendations to leader.
• Responsible for annual sales targets and customer churn metrics.
• Serve as the key point of contact for both internal and external clients, addressing escalations and inquiries.
• Monitor client, market and competitor activity and provide feedback to the team leaders on key changes and business needs.

Manager, Fleet Client Services

• Lead, coach, and develop a team of Customer Support Associates and Specialists
• Establish clear performance expectations around response times, case quality, documentation, and client communication
• Monitor and manage KPIs including TTFR, TTR, CSAT, backlog health, and SLA adherence
• Conduct regular 1:1s, performance reviews, and skill development planning
• Create a culture of ownership, urgency, and continuous improvement
• Analyze large datasets across Salesforce (or CRM), WMS, OMS, and reporting tools to identify trends, performance gaps, and operational risks
• Identify inefficiencies in workflows, documentation, and system configurations
• Act as a liaison between Support and internal operational teams

Client Support Manager

• Review and analyze documents, claim forms, supporting materials, and contract-related information
• Respond to complex inquiries from customers and clients
• Follow standard protocols, procedures, and instructions from Project Managers and Supervisors
• Apply feedback quickly and accurately to meet project expectations
• Work collaboratively with internal teams, project managers, supervisors, and business partners
• Monitor claims and correspondence work to ensure procedures are followed and project goals are met
• Assist supervisors and project managers in resolving issues that arise
• Identify errors, monitor the overall health of the case, and help create solutions
• Support quality assurance, deadlines, deliverables, and client-focused project outcomes

Client Services Project Lawyer

• Lead end-to-end research design and delivery for complex media effectiveness studies, including methodology selection, survey design, and analytical approach
• Translate client business objectives into rigorous, insight-driven research frameworks that inform media strategy and decision-making
• Synthesize complex data into clear, compelling narratives that explain performance drivers and deliver actionable recommendations
• Serve as a trusted advisor to senior client stakeholders, guiding measurement strategy and campaign learning agendas
• Apply deep expertise in cross-platform media measurement (e.g., brand lift, attribution, audience insights across digital, CTV, and linear)
• Oversee quality, rigor, and consistency across all research outputs, establishing best practices and elevating team standards
• Mentor and develop team members, strengthening research, analytical, and storytelling capabilities across levels
• Partner cross-functionally (e.g., product, data science, operations) to deliver integrated, high-quality solutions
• Support account growth by identifying new research opportunities and contributing to proposals and client development

Director, Client Service

• Effectively respond to ad-hoc advisor inquiries.
• Facilitate responses to account transition requests.
• Accurately onboard new accounts and ensure the appropriate settings are applied.
• Provide an excellent advisor experience that encourages them to want to use Canvas more.
• Work with colleagues on complex cases.

Client Service Specialist

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