Job Title: Client Manager Reports To: Client Director, Managing Vice President, or equivalent senior leadership Position Summary 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.

Responsibilities

Service Delivery Operations Leadership ⚙️ 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. Financial Performance Management 💼 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. Client Relationship Engagement 🤝 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.

Talent Leadership Workforce Development 👥 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. Operational Excellence Compliance 🔐 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. Workplace Experience Leadership 🎉🏢 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. Communication Business Partnership Maintain consistent communication with SPS and client leadership. Support business development initiatives as needed.

Coordinate travel for team members according to policy.

Qualifications

🎓 High School Diploma required; Bachelor's Degree preferred 7–10+ years in relationship manageme