Client Manager

Reports To: Client Director, Managing Vice President, or equivalent senior leadership

The Client Manager (CM) is a high-visibility operational leader responsible for driving service excellence, staff performance, and client satisfaction across multiple locations within an assigned territory. ⭐
Dedicated to a specific client, the CM oversees multi-level teams, ensures adherence to Service Level Agreements (SLAs), and partners closely with Operations, Finance, HR, and executive stakeholders to deliver seamless, high-quality workplace services.

From operational oversight to financial stewardship, the CM is accountable for meeting SLAs, optimizing performance, managing P&L elements, strengthening client relationships, and cultivating a high-engagement employee culture. 🚀

• Ensure excellence in service delivery across all assigned sites.

• Own the intake, delegation, execution, and completion of all client requests.

• Guarantee all client and organizational deadlines are achieved without exception.

• Manage staffing, resources, and technology effectively across all sites.

• Ensure SLA coverage, floaters, and staffing partnership with HR.

• Maintain a safe, compliant, high-performing work environment.

• Document and escalate incidents promptly.

• Conduct regular site visits to enforce operational compliance.

• Support leadership in maintaining P&Ls at or above proforma targets.

• Oversee payroll, billing, and A/R execution with precision.

• Lead monthly budget forecasting and financial review.

• Identify opportunities for year-over-year growth.

• Optimize profitability, hours, and gross margin.

• Maintain high levels of client satisfaction (CSI).

• Lead monthly and quarterly client business reviews.

• Serve as a trusted advisor to client leadership.

• Drive employee engagement to sustain or improve ESI scores.

• Champion the SPS Governance Model for proactive client satisfaction.

• Lead and develop multi-level teams across locations.

• Set expectations, clarify workflow, and resolve operational issues.

• Conduct performance evaluations and maintain employee documentation.

• Reduce turnover through coaching and recognition strategies.

• Cross-train teams to build capability and bench strength.

• Enforce policies, KPIs, and SLAs with discipline.

• Manage vendor partnerships to ensure contract compliance.

• Standardize reporting, metrics, and procedures.

• Resolve site and client issues swiftly and professionally.

• Lead special projects and operational improvements.

• Serve as resource for OSHA, EEOC, and compliance matters.

• Design and deliver innovative workplace experience strategies.

• Curate impactful experiences that promote well-being and engagement.

• Collaborate with catering/food services and service-line partners on events.

• Measure event ROI and produce monthly workplace experience reports.

• Oversee Workplace Experience Coordinators including hiring, training, and performance.

• Maintain consistent communication with SPS and client leadership.

• Support business development initiatives as needed.

• Coordinate travel for team members according to policy.

• Strong analytical and metric-driven decision-making

• Client-obsessed mindset

• High integrity and ethical judgment

• Exceptional communication and presentation skills

• Professional presence and service excellence

• Strong organizational discipline

• Emotional intelligence and conflict de-escalation

• Strategic and creative problem-solving

• Ability to manage multiple priorities

• Talent leadership and coaching ability

• Experience-driven mindset with focus on innovation

• Data interpretation and performance insight skills

• High School Diploma required; Bachelor's Degree preferred

• 7–10+ years in relationship management and operational leadership

• Multi-site management experience strongly preferred

• Program/Project Management experience a plus

• Proven ability to coach and develop frontline managers

• Comfort interacting with C-suite leaders

• High proficiency in business technology

• Industry-related experience preferred

• Strong ethics, professionalism, and client-driven mindset

• Lift/move 40+ lbs regularly

• Push carts up to 60 lbs capacity

• Walk, bend, kneel, stand, or sit for extended periods

• Operate office machinery

• Speak while inputting data

• Visual focus and color differentiation required

Up to 25% travel required.

Responsibilities may evolve and additional duties may be assigned as business needs change.