- Serve as the primary liaison between client stakeholders, MSP program managers, and internal teams.
- Build and maintain strong relationships with client points of contact (POCs).
- Conduct regular business reviews, status calls, and client meetings.
- Understand client workforce strategies, hiring priorities, and business objectives.
- Actively identify opportunities to strengthen partnerships and increase account value.
- Manage client expectations and proactively address concerns.
- Coordinate responses to client inquiries and escalations.
- Facilitate effective collaboration between clients and internal delivery teams.
MSP/VMS Program Coordination
- Work closely with MSP program offices and vendor management teams.
- Monitor account activity within VMS platforms and ensure adherence to client processes.
- Maintain compliance with client-specific communication and operational guidelines.
- Support onboarding, process changes, and program updates as required by clients.
Account Growth & Retention
- Develop trusted advisor relationships with key client stakeholders.
- Identify opportunities for account expansion and increased engagement.
- Support contract renewals and long-term client retention initiatives.
- Gather client feedback and implement improvement strategies to enhance service quality.
Reporting & Business Reviews
- Prepare and present account performance reports and business reviews.
- Track client satisfaction metrics and account health indicators.
- Analyze account trends and provide recommendations for process improvements.
- Share market intelligence and workforce insights with clients when appropriate.
Required Qualifications
- 3+ years of experience in Account Management, Client Services, Customer Success, or MSP Program Management within US Staffing.
- Robust understanding of MSP/VMS staffing environments.
- Excellent verbal and written communication skills.
- Proven ability to build and maintain executive-level client relationships.
- Experience managing multiple client stakeholders and accounts simultaneously.
- Strong presentation, negotiation, and relationship-building skills.
- Knowledge of contingent workforce management.
Key Success Metrics
- Client satisfaction and retention.
- Stakeholder engagement and relationship strength.
- Account growth and expansion opportunities.
- Successful resolution of client issues and escalations.
- Compliance with MSP program requirements and communication standards.
- Overall account health and client feedback scores.