Professional Resume Template for
Client Services Manager
Audrey K. Thorne
Atlanta, GA
(404) 555-0143
audrey.thorne@email.com
linkedin.com/in/audrey-thorne | github.com/audreythorne
Professional Summary
Collaborative Client Services Manager with a 6-year track record of directing B2B account portfolios and client retention operations within enterprise technology sectors. Expertise includes managing client onboarding cycles, negotiating service level agreements (SLAs), and leading cross-functional support teams. Successfully improved Net Promoter Score (NPS) by 24% and reduced account churn from 8% to 2.4% through proactive relationship management and quarterly business reviews. Proficient with Salesforce Service Cloud, Zendesk, HubSpot, and Jira.
Work Experience
Client Services Manager — Veloce Systems
Atlanta, GA | October 2022 – Present
- Led a portfolio of 34 enterprise B2B client accounts valued at $4.2M in annual recurring revenue, maintaining a 97.6% customer retention rate over a 3-year period.
- Spearheaded the redesign of the client onboarding program, reducing average customer time-to-value from 45 days to 28 days and boosting initial NPS by 18 points.
- Managed a cross-functional team of 6 client support specialists, implementing a tier-based escalation process that reduced resolution time for critical issues by 34%.
- Negotiated and renewed 15 high-value client SLAs, securing $650,000 in account expansions and upsells while maintaining alignment with corporate service delivery standards.
Associate Client Services Manager — Corelocus Solutions
Athens, GA | June 2020 – September 2022
- Managed day-to-day operations for 18 mid-market accounts representing $1.8M in annual revenue, delivering quarterly business reviews that identified $120,000 in growth opportunities.
- Coordinated with product engineering and quality assurance teams to resolve 120+ client-reported software bugs, reducing standard ticket backlog by 42% over 6 months.
- Developed and executed user adoption training webinars for 2,500+ client end-users, which increased weekly active usage of core SaaS features by 26% across all portfolios.
- Optimized feedback collection loops by implementing automated post-interaction surveys in HubSpot, raising survey response rates by 15% and gathering 450+ actionable product insights.
Education
Bachelor of Business Administration in Marketing
Georgia State University · Atlanta, GA · 2020
Skills
Account management, Client onboarding, Client retention, SLA negotiation, Net Promoter Score (NPS), Customer success, Cross-functional leadership, Salesforce Service Cloud, Zendesk, HubSpot CRM, Jira, Escalation management, Risk mitigation, Business reviews
Projects
Enterprise Client Onboarding Overhaul
Role: Lead Client Services Manager
Tools: HubSpot CRM, Jira, Slack, Lucidchart
Designed a structured 30-day onboarding workflow for enterprise clients, reducing onboarding drop-off by 30% and saving 12 hours of manual setup per customer.
Tier-Based Client Support Transition
Role: Client Services Manager
Tools: Zendesk, Salesforce Service Cloud, Confluence
Architected and deployed a multi-tier support structure for 50+ enterprise accounts, reducing first-response time by 48% and improving customer satisfaction ratings to 96%.
Certifications
- Certified Customer Success Manager (CCSM) - Level II (2023)
- Project Management Professional (PMP) (2025)
Additional information
- Languages: English (Native), French (Conversational)
- Volunteer Work: Mentorship lead for local business development non-profit organization (2022–present)
- Availability: 2 weeks notice
Job Market Insights
Market data and opportunities for
Client Services Manager
Job Market Insights
$78,000
-
$125,000
Avg:
$98,000
Growth Outlook:
The employment of Administrative and Client Services Managers is projected to grow by 6% from 2024 to 2034, which is faster than the average for all occupations. The increasing complexity of software-as-a-service (SaaS) products and subscription-based enterprise relationships drives the need for skilled managers to handle retention. While automated customer support tools can handle basic queries, complex relationship management, contract renewals, and strategic account growth still require human oversight.
6% growth from 2024 to 2034
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