Client Service Supervisor at RPS North America

Sunnyvale, California, United States

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Not SpecifiedCompensation

Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Business ServicesIndustries

Requirements

On-site presence with client to oversee multiple sites or projects
Act as primary daily client contact in coordination with Client Service Manager
Report to Client Service Manager, Client Manager, Client Director, or equivalent leadership
Strict adherence to all SPS policies and procedures
Serve as knowledge resource on SPS policies and procedures
Meet or exceed all contractual and client KPIs/SLAs
Immediately report personnel, security, or data breach incidents to SPS leadership
Proactively institute SPS Governance Model for client satisfaction

Responsibilities

Oversee service delivery
Manage receipt, delegation, and completion of client requests
Meet all client and SPS deadlines
Manage resources including people, hardware/software, and facilities
Coordinate staff schedules for coverage of PTO, sickness, and emergencies
Maintain safe working environment for SPS staff
Track client requests and performance using approved mechanisms
Maintain metrics for monthly KPI/SLA reporting
Oversee equipment, supply, and messenger vendors for SPS contract compliance
Perform daily walkthroughs to observe team performance
Document and immediately report incidents to client and SPS
Oversee and report on financial performance
Maintain site P&L at proforma levels or above
Execute deadlines for payroll, billing, and A/R collection
Oversee monthly budget forecasts
Grow the account year-over-year
Ensure client and employee engagement
Maintain Client Satisfaction Index (CSI) at or above previous score
Participate in monthly and quarterly client business reviews
Maintain Employee Satisfaction Index (ESI) at or above previous score
Participate in SPS-sponsored events
Establish accountability to Client Services Manager or higher leadership
Coach, develop, and cross-train operations team
Set and communicate individual responsibilities, goals, issues, improvements, and expectations to staff
Develop, appraise, and counsel staff to reduce turnover and improve satisfaction/promotability
Maintain consistent documentation on employee status
Provide annual employee performance evaluations as directed by SPS
Ensure operational excellence
Standardize policies, procedures, statistical reporting, and benchmarks
Drive operational improvements and solution design
Troubleshoot and resolve client, site management, and staff issues
Coordinate, implement, and oversee special projects
Coordinate and lead vendor partner negotiations
Manage site financials including hours, gross margin, profitability, and growth

Skills

Key technologies and capabilities for this role

Staff ManagementService DeliveryClient RelationsSchedulingKPI ReportingSLA ManagementP&L ManagementPayroll ProcessingBillingIncident ReportingVendor Management

Questions & Answers

Common questions about this position

Is this position remote or on-site?

The position is on-site with the client, overseeing multiple sites or projects.

What salary or compensation does this role offer?

This information is not specified in the job description.

What are the key skills needed for the Client Service Supervisor role?

Key skills include employee management, service delivery oversight, customer satisfaction management, financial performance tracking including P&L and budgets, and staff coaching and development.

What does the company culture look like for this position?

The culture emphasizes high levels of service, professional image, employee development, safety, accountability to leadership, and maintaining satisfaction indices for clients and employees.

What makes a strong candidate for this Client Service Supervisor position?

Strong candidates have supervisory experience in service delivery, proven ability to manage teams and finances, track KPIs and SLAs, ensure client and employee satisfaction, and coach staff for growth and low turnover.

RPS North America

Global consulting firm for diverse sectors

About RPS North America

RPS North America provides consulting and advisory services across various sectors, including property, energy, transport, defense, government services, and water resources. The company helps clients, which range from large corporations to non-profits, navigate complex challenges and achieve regulatory compliance through a wide array of services. These services include management consulting, environmental consulting, project management, and digital solutions, among others. RPS North America stands out from its competitors by leveraging its deep expertise and global presence to deliver tailored solutions that meet specific client needs. The company's goal is to drive sustainable growth and address critical issues such as infrastructure development and risk management, ensuring a consistent demand for its high-value services.

Delft, NetherlandsHeadquarters

1970Year Founded

$31.5KTotal Funding

ACQUISITIONCompany Stage

Consulting, Energy, Enterprise SoftwareIndustries

5,001-10,000Employees

Risks

Increased competition from AECOM with new regional director.

Acquisition by Tetra Tech may impact client relationships.

Internal competition from NEO Material Development Kit could cause brand confusion.

Differentiation

RPS Group offers a wide range of consulting and advisory services.

The company has a strong focus on sustainability and environmental consulting.

RPS leverages its global presence and multidisciplinary teams for tailored solutions.

Upsides

Increased demand for environmental consulting due to global sustainability focus.

Growing interest in digital transformation aligns with RPS's expertise.

Expansion of green finance offers new project opportunities for RPS.

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