Client Service Manager

Grant Thornton 2/8/2019 8:41:50 AM
JOB ID: 042756 Specialty:
Charlotte, North Carolina




Grant Thornton LLP (Grant Thornton) is the U.S. member firm of Grant Thornton International Ltd, one of the world’s leading organizations of independent audit, tax and advisory firms. We’ve never been a typical professional services firm. We put people first, and that is what sets us apart.

Client Service Operations: Client Service - Manager

Position Summary:

The Client Service Operations (“CSO”) was established to oversee Account and Engagement Operations for Grant Thornton’s strategic clients. The CSO function acts as a trusted business partner by delivering quality services that provide value and reduce risk. This allows external client service teams to focus on growth and profitability for the firm.

The Client Service Manager will be responsible for managing multiple strategic accounts and ensuring CSO services meet business needs across the following areas:

Account Operations:
Vendor Management
Compliance and Risk Management
Financial Management
Account Administration
Engagement Operations:
Opportunity Management
Staff Management
Knowledge Management

In this role, the Client Service Manager will oversee processes throughout the engagement lifecycle ensuring compliance firm policies and client contracts. The Client Service Manager will also be expected drive ongoing continuous improvement and develop ongoing recommendations to improve service delivery.

Essential Duties and Responsibilities:
Accountable for overall customer experience for across accounts
Oversee daily processes to support the delivery of CSO services
Monitor and meet established performance targets aligned to customer expectations and contractual agreements
Act as an escalation point for issues and work with appropriate team members to identify and implement remediations
Act as control an owner and ensure ongoing compliance
Drive continuous improvement to improve the ongoing delivery of service performance and quality; Lead or drive special projects
Manage ongoing customer and stakeholder expectations and facilitate feedback mechanisms
Act as a point of contact for engagement teams by providing guidance across the engagement lifecycle including but not limited to independence checks, budgeting and billing
Manage third party relationships and vendor management systems for relevant accounts
Oversee client onboarding activities ensuring compliance to contracts and ongoing auditability
Other duties as assigned

Skills and Experience:
Strong leadership, training and mentoring skills
Organized with high-level of project management, analytical and time management skills
Must possess a professional demeanor and effective interpersonal skills and be comfortable interacting with all levels of the organization
Demonstrated ability to think independently, act professionally, take initiative, be decisive, and have strong follow-through
Adhere to the highest degree of professional standards and strict client confidentiality.
Process mindset and experience in continuous improvement initiatives
Self-motivated with the ability to work autonomously at times, involving team members and escalate issues as needed.
Optimistic and team player attitude with the ability to work with those at all levels internally and externally
Ability to manage multiple service across various clients and competing priorities in a rapidly changing, fast-paced, interactive, results-based team environment


7-10 years of relevant professional experience
Experience within the financial services or consulting industries is a plus
Bachelor’s degree in Accounting, Business, Management or a related field
Certifications (PMP – Project Management Professional certification highly desirable)
Proficient in Microsoft Office and Productivity Applications (Excel, Word, Power Point, Visio, Project, SharePoint and MSO365 applications)

Core Competencies:
Building Customer Loyalty
Establishes good interpersonal relationships
Acknowledges the person
Clarifies the current situation
Meets or exceeds needs
Confirms satisfaction
Takes the “heat”
Building Partnerships
Identifies partnership needs
Explores partnership opportunities
Formalize action plans
Subordinates own area’s goals
Monitors partnerships
Decision Making
Identifies issues, problems and opportunities
Gathers information
Interprets information
Generates alternatives
Chooses appropriate action
Commits to action
Involves others
Contributing to Team Success
Facilitates goal accomplishments
Involves others
Informs others on team
Models commitment

Grant Thornton LLP promotes a nationally recognized culture of health and offers an extensive array of benefits to meet individual lifestyles. For a complete list of benefits, please visit

Founded in Chicago in 1924, Grant Thornton LLP (Grant Thornton) is the U.S. member firm of Grant Thornton International Ltd., one of the world’s leading organizations of independent audit, tax and advisory firms.

Grant Thornton focuses on serving dynamic organizations that pursue growth holistically — whether through revenue improvement, leadership, mission fulfillment or innovation.

It is Grant Thornton’s policy to promote equal employment opportunities. All personnel decisions, including, but not limited to, recruiting, hiring, training, promotion, compensation, benefits and termination, are made without regard to race, creed, color, religion, national origin, sex, age, marital status, sexual orientation, gender identity, citizenship status, veteran status, disability or any other characteristic protected by applicable federal, state or local law.

Requisition ID: 042756

Charlotte, NC
Charlotte, North Carolina