Client Services Manager

Rerpoting to: Chief Service Delivery Officer (CSDO)
Location: Denver, Colorado 
Working Arrangement:
In office working 

Job Purpose:

Lead the client services team across the ANAB region in the US to ensure customer on-boarding, customer renewals, and billed days meet the targets set and provide Activ support. The position available is for a Client Services Manager with a competitive salary, along with a 5% discretionary bonus paid quarterly. Additionally, there is another 5% discretionary bonus paid quarterly based on Orion’s achieving revenue targets. The role offers hybrid working, requiring a minimum of 3 days in the office after the probationary period. Benefits include health insurance with two level options, dental coverage with three level options, VSP coverage, employer-paid life insurance, short and long-term disability coverage, accident and critical illness coverage, an Employee Assistance Program (EAP), and travel protection.


Planning and Co-ordination

  • Ensure effective coordination across the audit, compliance and client service teams to optimise the utilisation of resources, meet renewals targets and ensure that billed days targets are met
  • Provide input to the resource planning process to ensure that the company has sufficient competent Auditor and client service resource to deliver the annual and rolling quarterly budget
  • Develop and implement improvements to the renewals and booking processes and how client enquiries are handled to meet the evolving needs of the business and its clients
  • Implement, maintain and ensure consistent use of operational business systems (e.g. Amtivo Connect) to ensure the optimal use of resources
  • Anticipate challenges and make contingent plans to ensure that objectives are met


  • Maintain a clear understanding of the audit capability within the team and how that aligns with our budget requirements
  • Work with the CSDO to highlight where additional capacity and different capabilities are required in the Field teams to deliver the plan
  • Ensure appropriate resourcing levels in the Client Services team
  • Provide role modelling, coaching and development for the Client Services team as required
  • Work with the CSDO on the development & implementation of performance metrics


  • Create a positive, can-do environment in which the Client Services teams can operate effectively and meet their individual and collective objectives
  • Ensure the effective deployment and use of both Client Services and Field resources to meet specified objectives and business results within the plan
  • Ensure the successful roll-out of Activ system to new and existing clients
  • Motivate, support and coach to help individuals and the Client Services team meet their objectives
  • Coordinate effectively with the CSDO to drive optimal delivery efficiency and manage risk


  • Ensure that periodic operational reports are provided accurately, consistently and on time [To be developed with the CSDO]
  • Identify and communicate clearly the implications from periodic reporting to all appropriate stakeholders indicating any action required

Success criteria:

  • Achieving the annual and rolling quarterly operational objectives to drive the targeted level of renewals and billed days
  • Effective response to plan changes


The Client Services Manager is accountable through the business cycle for:

  • Ensuring that the renewals and bookings processes and systems drive delivery of renewals and billed days targets
  • Working with key internal stakeholders to meet customer and Amtivo delivery expectations
  • Providing input to, developing and implementing the renewals and bookings processes and systems that are required to manage the business
  • Reacting to plan changes

Given the need to guide the team and take escalations/make operational decisions throughout office hours, the role is a full-time, 5 days a week role


High-level behavioural indicators

  • Highly motivated to deliver results – tenacious and resilient. Follows through and holds others accountable
  • Approachable, supports and inspires confidence in the Client Services and Field teams
  • High levels of integrity and professionalism when dealing with all team members
  • Has passion for what we do and communicates that openly to others internally and externally
  • Collaborates freely across the organisation, breaking down barriers, and encouraging effective team working
  • Role models appropriate behaviour, coaches others and encourages an open and honest dialogue about individual and team capability

How to Apply:

If you’re interested in a confidential conversation, please email your CV to