Reports to: Operations Director/Head of Fulfillment Type: Full-time Location: Remote
About the Role
The Client Service Delivery Manager is both client-facing and supervisory. You are the primary point of contact for a portfolio of clients — owning communication, financial reporting quality, and the overall client experience — while simultaneously leading the pod (Team Lead, Senior Accountant, Accountant) responsible for delivering the work.
You're accountable for two things at once: the client feels like they have a trusted partner, and the numbers are right. You manage onboarding, oversee cleanups, review deliverables before they reach the client, and develop the team underneath you. At 8FF, this role sets the standard for both service excellence and technical quality.
Core Responsibilities
Client Relationship Management
- Serve as the primary point of contact for an assigned portfolio of clients.
- Present financial reports and respond to client questions with clarity and professionalism.
- Proactively build trust — don't wait for clients to raise issues.
- Resolve client concerns directly; escalate to Operations when needed.
Pod Oversight & Quality Control
- Lead a pod of Team Lead(s), Senior Accountant(s), and Accountant(s).
- Review monthly close and cleanup deliverables before they go to the client — nothing client-facing goes out unreviewed.
- Ensure the pod follows 8FF's SOPs and processes and always hits deadlines.
- Own the accuracy of everything your pod produces, even when someone else did the keying.
Onboarding & Transitions
- Own new client onboarding end-to-end, including historical cleanups.
- Ensure the client has visibility into progress during onboarding and any transition.
Coordination & Process Improvement
- Flag recurring bottlenecks in workflows and propose fixes.
- Coordinate between the client and the pod so information moves without friction.
Training & Development
- Train and mentor Team Leads, Sen