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Client Services Manager

Detroit, MI, US

Requisition Number: 77581 


The Client Services Manager manages delivery, development and implementation of technology solutions for clients. Functions include resource management, service operations management and/or scope management of the project or client engagement, quality and performance metrics of the engagement and/or team, resource management of both technical and non-technical resources associated with the engagement or team, including risk, communication plans, change management, financial performance and overall client satisfaction. Incumbents offer supervision of technical and administrative employees, supervisors/coordinators and onsite/field service personnel to ensure technical solution expectations are met for Insight’s internal and external customers.




To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


Essential Functions of the Job:

  • Ability to lead a team of personnel by providing leadership, assistance and advice.
  • Manage the day-to-day operations of the team and is responsible for employee maintenance (forecasting, operational efficiencies, reviews, etc.), including the management and assistance of company growth through guidance and training.
  • Manage the assigned financial aspect of the team, which may include subset ownership of the assigned P&L as well as associated budget.
  • Manage the development of client statements of work (SOW’s) and associated change control process.
  • Demonstrate positive leadership to teammates and represents oneself as a positive stakeholder in all situations.
  • Ensure an affirmative focus and representation of corporate initiatives to all teammates.
  • Manage all aspects of client billing.
  • Ensure contract project goals are accomplished.
  • Conduct market and competitive analysis of LOB services.
  • Manage the development process of new service offerings thoroughly and completely from concept to active deployment.
  • Maintain good working relationships with client focal points related to day-to-day operations.
  • Maintain close relationships with all of Insight’s primary Services vendors to ensure the team and Insight sales is updated with current product and program information.Assists in developing new partnerships and emerging technologies pertinent to the growth of Services revenue and increased profit margins.
  • Make sure all employees are working efficiently through monitoring.
  • Contribute to continuous improvement by proactively identifying enhancements to process and tools, and leading the implementation of such improvements as appropriate.  
  • Adhere to safety standards, immediately correcting or reporting any unsafe conditions.
  • Supervise the prioritizing and assignment of the daily workload.
  • Coordinate training and assessment of new teammates.
  • Investigate and resolve complaints received regarding services performed.
  • Setup, maintain and update quality assurance procedures used in the Services Department.
  • Setup, maintain and update system diagnostics, while maintaining a database of quality records on configuration errors, defects and customer complaints.
  • Represent Insight in a professional and business-like manner as well as communicate effectively (in both written and verbal communications) with Insight’s partners and clients.
  • Contact sales representatives with any questions concerning sales-related projects.
  • Other duties as assigned.



Education and/or Experience:

Bachelor's degree (B. A.) from four-year college or university; or equivalent combination of education and experience. Microsoft Certified Systems Engineer (MCSE), PMI Project Management Professional (PMP) or similar certifications preferred, but not required. Five to 8 years experience managing technology projects including desktop refresh, new technology deployment and program management experience in full IT life cycle (acquisition, deployment, refurbishment, maintenance) and other IT projects related to infrastructure. Two years’ experience with field service management and service financial management. Experience in Project Management is desired. Must have the ability to understand and navigate through a SAP system. Pre and post-sales support experience is a plus.



Must have excellent customer relationship management skills and ability to interface seamlessly with delivery, partner, marketing and sales staff. Must be able to conduct practice working sessions and run practice update meetings with both technical and non-technical attendees. Must have proven track record of exhibiting leadership qualities and skills that motivate practice team members to drive the successful performance. Must have prior experience in P&L responsibility for a technology services delivery team and proven success driving profitability and customer satisfaction. Must have the ability to lead and manage a technical team delivering complex solutions required. Must possess strong analytical skills. Must be comfortable in serving as the subject matter expert in their assigned practice area. Must be a polished and disciplined communicator, both written and oral. Intermediate knowledge of MS Office products required.


The physical demands described here are representative of those that must be met by a teammate to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


  • While performing the duties of this job, the employee is regularly required to: stand, sit; talk, hear, and use hands and fingers to operate a computer and telephone keyboard, reach, stoop and kneel.
  • Specific vision abilities required by this job include close vision, distance vision, and ability to adjust focus due to computer work.
  • Light to moderate lifting is required.
  • Ability to uphold the stress of traveling.




The work environment characteristics described here are representative of those a teammate encounters while performing the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Moderate noise (i.e. business office with computers, phone, and printers, light traffic).
  • Ability to work in a confined area.
  • Ability to sit at a computer terminal for an extended period of time.




The position described above provides a summary of some the job duties required and what it would be like to work at Insight. For a comprehensive list of physical demands and work environment for this position, click here.


Today, every business is a technology business. Insight Enterprises, Inc. empowers organizations of all sizes with Insight Intelligent Technology Solutions™ and services to maximize the business value of IT. As a Fortune 500-ranked global provider of digital innovation, cloud/data center transformation, connected workforce, and supply chain optimization solutions and services, we help clients successfully manage their IT today while transforming for tomorrow. From IT strategy and design to implementation and management, our 11,000 teammates help clients innovate and optimize their operations to run smarter. Discover more at

  • Founded in 1988 in Tempe, Arizona
  • 11,000+ teammates in 21 countries providing Insight Intelligent Technology Solutions™ for organizations across the globe
  • $9.2 billion in revenue in 2018*
  • Ranked #430 on the 2019 Fortune 500, #14 on the 2019 CRN Solution Provider 500
  • 2019 Adobe Americas Partner of the Year, 2019 Cisco Global-Americas Partner of the Year, 2019 Intel IoT Solutions Partner of the Year, Microsoft U.S. Azure Partner Choice Award for Data/AI, Microsoft Azure Expert Managed Services Provider 
  • Ranked #23 on the 2019 Fortune 50 Best Workplaces in Technology, #70 on the 2019 Fortune 100 Best Workplaces for Diversity, and #7 on the Phoenix Business Journal 2019 list of Best Places to Work (Extra Large Business)
  • Signatory of the United Nations (UN) Global Compact and Affiliate Member of the Responsible Business Alliance

* Proforma to include PCM, Inc. for fiscal year ended Dec. 31, 2018


Today's talent leads tomorrow's success. Learn about careers at Insight:


Insight is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, sexual orientation or any other characteristic protected by law.



Posting Notes: Detroit || Michigan (US-MI) || United States (US) || None || None || US - Detroit, MI ||

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