Client Services Manager

Location: Columbus, GA | Hybrid, minimum three days onsite

Type: Full-Time | Exempt

About Us

TogetherWork provides software and services that help organizations manage their operations and serve their communities. Within our OmegaFi business, LegFi supports organizations in the Greek life and higher education markets with technology-enabled financial management and client services.

Our Managed Services teams help customers navigate financial processes, use our platform effectively, and receive the guidance and services they need to succeed.

The Role

We're looking for an experienced Client Services Manager to lead our LegFi Plus and Premier Managed Services teams.

This is an opportunity for a people-focused, strategic leader who enjoys building processes, developing teams, and improving the customer experience in a growing, evolving environment.

As we continue transitioning managed-services customers to LegFi, you'll play a central role in establishing operational stability, strengthening customer relationships, and developing consistent service delivery standards.

You'll oversee a team of approximately 8–10 employees, including potential indirect reports, and report to the Director of Operations. You'll combine hands-on operational leadership with strategic planning, performance management, and cross-functional collaboration.

The ideal candidate is comfortable navigating ambiguity, making sound business decisions, and building structure while keeping customers and employees at the center of those decisions.

What You'll Do

Lead and Develop a High-Performing Team

Manage, coach, and develop the LegFi Plus and Premier Client Services teams, establishing clear performance expectations and accountability.

Oversee daily operations, workload distribution, service quality, and team productivity.

Provide ongoing feedback, performance management, and professional development opportunities.

Identify operational challenges, address bottlenecks, and implement practical improvements that help the team succeed.

Deliver an Exceptional Customer Experience

Oversee customer-facing managed services, ensuring responsive, accurate, and consistent service delivery.

Monitor customer service requests, response times, resolution timelines, and service-level agreements.

Ensure Premier bookkeeping deliverables, including accounts receivable, accounts payable, budgeting, and bank reconciliations, are completed accurately and on time through effective team oversight and coordination.

Serve as a senior escalation point for complex customer concerns, service delays, and deliverable issues.

Identify customer satisfaction and retention risks, implementing proactive solutions to strengthen relationships.

Build Scalable Processes and Operational Excellence

Develop and refine standard operating procedures, account review processes, customer health indicators, and service delivery workflows.

Establish clear expectations and repeatable processes as Managed Services continues evolving within LegFi.

Build and maintain reporting dashboards using tools such as Zendesk and Monday.com.

Analyze service-level performance, customer satisfaction, resolution times, workload trends, and deliverable accuracy.

Use operational data to identify improvement opportunities and communicate recommendations to leadership.

Collaborate Across Teams

Partner with Internal Operations, Client Accounting, Account Management, and Support to ensure seamless customer service.

Coordinate customer financial-service requests and monitor progress toward deliverable deadlines.

Ensure team members maintain strong product knowledge and appropriately escalate technical issues.

Support the adoption of product enhancements, updated workflows, and operational changes.

What You Bring

5–7 years of relevant professional experience, including prior people-management experience.

Experience in SaaS, financial technology, or technology-enabled managed services.

Experience with Zendesk, Monday.com, Power BI, or similar reporting and workflow management tools.