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Client Services Program Manager Jobs in Massachusetts

Imprivata

Managed Services Program Manager

Waltham, MA · On-site

... Services Program Manager to join our team. This is a hybrid opportunity based out of Waltham, MA. Job Summary The Managed Services Program Manager is responsible for proactive customer engagement ...

Anthropic

Executive Services Program Manager

Boston, MA · On-site +1

$195K - $245K/yr

About the Role: We're looking for a personal security program manager to support a fast-growing GSIS (Global Safety, Intelligence & Security) function. Reporting to the Protective Service Senior ...

Imprivata

Managed Services Program Manager

Waltham, MA · On-site

... Services Program Manager to join our team. This is a hybrid opportunity based out of Waltham, MA. Job Summary The Managed Services Program Manager is responsible for proactive customer engagement ...

Access TCA

Manager, Client Services

Northbridge, MA · On-site

Manager, Client ServicesThe Manager, Client Services supports the members of the Client Services team by providing operational support and facilitation of daily processes, and delivering and ...

Manulife Financial

Client Services Manager

Boston, MA · On-site

Monitor service level metrics, call quality, and workflow management to maintain operational ... Oversee the QA program to ensure client interactions meet regulatory, procedural, and quality ...

New

Manulife

Client Services Manager

Boston, MA · On-site

Leadership & Team Management * Lead, coach, and develop a team of Client Service Representatives ... Oversee the QA program to ensure client interactions meet regulatory, procedural, and quality ...

GardaWorld

Client Services Manager

Boston, MA · On-site

$70K/yr

Join GardaWorld as a Security Client Services Manager - Where Service Excellence Meets Impact! As a Security Client Services Manager, you'll be the trusted link between our clients and our ...

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Client Services Program Manager information

What is a client services program manager?

Client Services Program Managers are professionals responsible for overseeing and coordinating programs and projects that deliver services to clients. They act as the main point of contact between the client and the service provider, ensuring that client needs are understood and met efficiently. Their duties often include managing client relationships, developing service plans, tracking project progress, and leading cross-functional teams to deliver successful outcomes. Strong communication, organizational, and problem-solving skills are essential in this role. Client Services Program Managers play a critical part in maintaining customer satisfaction and driving business growth.

How does a client services program manager typically collaborate with other departments to ensure client satisfaction?

A Client Services Program Manager often serves as the central point of contact between clients and internal teams such as sales, product development, and customer support. They coordinate cross-functional meetings, relay client feedback to relevant departments, and oversee project timelines to ensure client expectations are met. Building strong working relationships across the organization is crucial, as it allows the Program Manager to address client needs proactively and resolve issues efficiently. This collaborative approach helps maintain high levels of client satisfaction and supports long-term business relationships.

What are the key skills and qualifications needed to thrive as a client services program manager, and why are they important?

To excel as a Client Services Program Manager, you typically need strong project management skills, a background in client relations or account management, and a relevant degree such as business administration. Familiarity with CRM platforms, project management tools like Asana or Trello, and sometimes PMP certification are valuable assets. Excellent communication, leadership, and problem-solving abilities help build trust and effectively manage both clients and internal teams. These skills are crucial to ensure client satisfaction, program success, and the smooth delivery of services in a dynamic environment.

What is the difference between Client Services Program Manager vs Client Success Manager?

AspectClient Services Program ManagerClient Success Manager
Primary FocusOverseeing client programs, ensuring service delivery, managing multiple projectsBuilding client relationships, ensuring client satisfaction, driving retention
ResponsibilitiesProgram coordination, process improvement, cross-team collaborationOnboarding, ongoing support, upselling opportunities
CredentialsProject management certifications often preferredCustomer relationship management experience, communication skills
Work EnvironmentCorporate, client-facing, project-drivenCustomer-centric, relationship-focused, often in SaaS or tech industries

While both roles focus on client engagement, the Client Services Program Manager manages client programs and project delivery, whereas the Client Success Manager emphasizes building strong relationships and ensuring client satisfaction to promote retention and growth.

How much do client services program managers make in the US?

In the US, client services program managers typically earn between $70,000 and $120,000 annually, depending on experience, industry, and location. Senior roles or those in large organizations may offer higher compensation, often including bonuses and benefits.

What cities in Massachusetts are hiring for Client Services Program Manager jobs?

Cities in Massachusetts with the most Client Services Program Manager job openings:

Client Services Program Manager jobs near you

Managed Services Program Manager

Waltham, MA • On-site

Imprivata
Software Development • 501 - 1,000 employees
Learn more about Imprivataexternal

Full-time

Re-posted 8 days ago

Job description

Description
Ready to join a team that's all in? At Imprivata, we deliver unified access and security management programs that eliminate friction, empowering healthcare and mission-critical organizations to work smarter, faster, and more securely.
We believe work can be more than a job or task-it's a collective spirit; the type that emboldens creativity, embraces challenge, and fosters excitement. We are constantly raising the bar on what's possible, owning the outcome of our triumphs and trials, staying nimble amidst change, and cultivating an environment where we win together. Here, your ideas matter, your differences are celebrated, and your work drives real results-for your career, your teammates, and our customers.
When you join Imprivata, you embark on a shared journey of ambition and growth. We're committed to building an inclusive workplace where everyone feels valued and supported. If you're looking for a place to match your passion with purpose-and where every day you can make an impact-you'll find it here.
We are seeking a Managed Services Program Manager to join our team. This is a hybrid opportunity based out of Waltham, MA.
Job Summary
The Managed Services Program Manager is responsible for proactive customer engagement, including defining, planning, and managing phased and ongoing initiatives that advance customer priorities, as relate to new and existing Imprivata solutions and multi-product Imprivata enterprises. Managed Services Program Managers are responsible for consulting with the customer, as well as cross-functional Imprivata and third-party stakeholders to successfully orchestrate changes, expansions, implementations, upgrades, and other initiatives needed to align with Imprivata best practices and/or reference architecture, or to support and align with the customer's broader environmental change management events. The Managed Services Program Manager is responsible for leading scoping, effort estimation, timeline planning, and assignment and tracking of tasks and deliverables needed to accomplish the defined goals and ensure measurably positive and consistent outcomes for Imprivata Managed Services customers.
Duties and Responsibilities
  • Lead customer program execution by developing project plans, timelines, and task coordination to support successful delivery of Managed Services engagements.
  • Serve as the primary program coordinator for assigned Managed Services customers, ensuring clear communication, documentation, and progress tracking throughout the engagement.
  • Develop and maintain customer program documentation, including project plans, milestones, risks, action items, and status updates within Imprivata systems.
  • Monitor program progress, identify risks or issues, and coordinate with internal teams to keep customer initiatives on track.
  • Partner with Managed Services engineers, Customer Success, Sales, Support, and other cross-functional teams to deliver successful customer outcomes.
  • Support customer planning activities by coordinating technical initiatives, managing implementation timelines, and helping customers adopt Imprivata best practices.
  • Identify opportunities to improve customer adoption and utilization of Imprivata solutions while supporting subscription renewals through proactive program management.
  • Contribute to the continuous improvement of Managed Services processes, documentation, and delivery standards by sharing lessons learned and best practices.
  • Support team success by collaborating with peers, providing coverage when needed, and facilitating customer meetings or onsite engagements as appropriate.
  • Other duties as assigned.

Qualifications
  • Bachelor's degree in Business, Computer Science Engineering or related discipline.
  • 6+ years in the software industry with demonstrated expertise implementing enterprise software packages or custom systems.
  • 4+ years project, program, or portfolio management required. PMI/Agile/other certifications a plus. Technical management a plus.
  • Experience implementing or administering one or more Imprivata products is preferred. Imprivata Certification is a plus.
  • 3+ years of experience serving healthcare customers.
  • Excellent verbal and written skills, as well as leadership, organizational and time management, presentation, and independent problem-solving skills.
  • Ability to accurately estimate, plan, and provide up-to-date reports during engagements.
  • Ability to work under pressure and meet deadlines.
  • Self-motivated and positive customer service attitude.
  • High level of comfort working in complex customer environments and providing delivery that is highly and consistently responsive to internal and external customer expectations.
  • Ability to manage, negotiate and influence at both the operational and executive levels.
  • Experience with support CRM systems, especially Salesforce, a plus.

This position offers a total compensation range of $123,000.00 to $133,00.000 (inclusive of base salary and variable compensation, such as bonuses and incentives). In addition, more information about Imprivata's benefit offerings can be found here. This range represents the high and low end of Imprivata's compensation range for this position. Actual compensation will vary and may be above or below the range based on various factors, such as a candidate's location, skills, experience, and qualifications.
At Imprivata, we have a top-notch work environment, developmental opportunities, a competitive total rewards package, and the desire to have fun. If you have the skills and qualifications as we have described above, we want to hear from you!
Imprivata provides equal employment opportunities, regardless of race, religion, age, sex, national origin, disability status, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
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