Senior Manager of Client Services (Public Sector SaaS)

About Us

FUNDVIEW is a modern, cloud-based ERP platform built specifically for local governments with populations under 50,000. Hundreds of cities, towns, and counties rely on FUNDVIEW to replace outdated legacy systems and move beyond spreadsheets or generic accounting tools that were not purpose-built for local governments.

The integrated SaaS suite includes finance, utility billing, payroll, permitting, code enforcement, municipal court, and citizen services – giving local governments enterprise-grade software capability without added complexity.

With a mission to make government work easier, FUNDVIEW delivers intuitive software, fast onboarding, and responsive support so local governments can operate more efficiently and serve their communities with confidence.

About the Role

We are seeking a driven and people-focused Senior Manager of Client Services to lead our Tier 1 Support team and ensure exceptional service delivery to our municipal customers. This role is responsible for managing, coaching, and developing a team of frontline Support Specialists, while executing on the strategic direction set by the Vice President of Client Services for the broader Client Services organization.

You will play a critical role in scaling our Support operations, improving service quality, and ensuring consistent, high-quality customer interactions across all support channels. This position requires a balance of leadership, operational execution, and cross-functional collaboration to drive customer satisfaction and team performance.

Key Responsibilities

• Lead, manage, and develop a team of Tier 1 Support Specialists, including hiring, onboarding, training, coaching, and performance management.
• Execute the Client Services strategy defined by the VP of Client Services, ensuring alignment with company goals and customer expectations.
• Oversee daily Support operations, including ticket queues, SLAs, response times, and resolution quality across phone, email, and ticketing systems.
• Ensure consistent adherence to company policies, SOPs, and quality expectations.
• Establish and monitor key performance indicators (KPIs) to drive team productivity, efficiency, and customer satisfaction.
• Provide guidance and escalation support for complex customer issues, ensuring timely and effective resolution.
• Foster a customer-first culture focused on responsiveness, empathy, and problem-solving.
• Collaborate with Product, Delivery, and QA teams to communicate customer feedback, identify trends, and improve product functionality.
• Drive process improvements, documentation standards, and knowledge base development to enhance team effectiveness and scalability.
• Support onboarding and continuing education initiatives to ensure team members are well-equipped with product knowledge and Support best practices.
• Analyze Support trends and metrics to identify opportunities for operational improvements and proactive customer engagement.

Required Qualifications

• Bachelor's degree in Business, Communications, Information Systems, or a related field (or equivalent experience).
• 5+ years of experience in Customer Support, Client Services, or Customer Success roles, preferably in a SaaS environment.
• 2+ years of experience managing or leading Customer Support teams, preferably in a SaaS environment.
• Strong leadership and team development skills with a track record of building high-performing teams.
• Experience managing Support operations, including ticketing & CRM systems, SLAs, and performance metrics.
• Excellent communication, problem-solving, and decision-making skills.
• Ability to execute on strategy while maintaining strong attention to operational detail.
• Customer-first mindset with a passion for delivering exceptional service experiences.

Preferred Qualifications

• Experience in B2B SaaS, particularly supporting ERP or financial systems.
• Familiarity with public sector or local government clients.
• Experience with managing remote teams.
• Experience with Support tools such as Microsoft Dynamics 365, Zendesk, or similar platforms.
• Exposure to scaling Support teams in a high-growth environment.
• Experience working cross-functionally with Product, Engineering and QA teams.

You'll Excel in This Role If You…

• Are a strong leader who enjoys mentoring and developing others.
• Thrive in a fast-paced, growing environment where processes are evolving.
• Balance strategic thinking with hands-on execution.
• Are highly organized, data-driven, and focused on continuous improvement.
• Take ownership of outcomes and hold your team accountable to high standards

Why Join Us

At FUNDVIEW, we're passionate about delivering innovative solutions to help our clients in the public sector achieve their goals. You'll join a growing, highly collaborative team where your work directly impacts customer success and product evolution.