Client Manager

Confidential Company

13h • Onsite

About The Position

The Client Manager (CM) is responsible for managing customer service staff based in multiple locations within a specified geographical territory. The CM will be a highly visible leader within their employee organizations and is ultimately responsible for ensuring SPS meets and/or exceed Service Level Agreements at client locations. The CM is usually dedicated to a specific client and may have multiple levels of leadership as direct reports. Indirect reports will consist of, but not limited to employees working in Reception/Concierge, Mail/Shipping/Warehousing/Courier Services, Hospitality to Administrative and/or service level roles. From a business perspective, the CM will assist the Operations Director in managing P&L, Client relationships at multiple sites, providing solutions to customer concerns and partnering with Human Resources to hire staff and effectively manage their teams.

Requirements

• Results-oriented.
• Driven by client satisfaction.
• Strong integrity, solid business ethics.
• Excellent presentation and interpersonal skills.
• Excellent English written and oral communication skills.
• Expert in customer service skills, professional attitude and appearance.
• Good organizational skills.
• Ability to maintain confidentiality.
• Attention to detail.
• Ability to function with a high level of patience, tact and diplomacy to defuse anger and collect accurate information.
• Able to convey information and ideas through speech in ways that others will understand.
• Able to listen to and understand information and ideas presented through spoken words and sentences.
• Able to speak clearly so listeners understand, identify and understand the speech of another person.
• Be personable, articulate, knowledgeable and professional in presenting oneself in a professional setting.
• Flexibility in dealing with simultaneous projects.
• High School Diploma (or equivalent) required.
• Minimum of 7-10+ years of experience in high-level relationship building and operational management.
• Proven ability to successfully coach/train/mentor front line managers and staff.
• Ability to build business relationships and interact effectively with “C” level executives
• Solid understanding of selling skills.
• Exceptional computer skills.
• Driven by client satisfaction, with proven track record of diplomacy and ownership.
• Strong integrity, solid business ethics.
• Strong team approach to account management.
• Creative strategic thinking and performance.
• Required to maintain an overall professional appearance and attitude.
• Adhere to all policies and procedures required.

Nice To Haves

• Bachelor’s Degree or higher preferred.
• Previous multi-site management experience is highly preferred since the COM may oversee employee organizations of 30-50+ employee based in multiple locations.
• Program/Project Management experience is a plus.
• Industry related experience a plus.

Responsibilities

• Ensures service delivery excellence for assigned locations.
• Manage the receipts, delegations and successful completions of all client requests.
• Meets all client and SPS deadlines.
• Ensures all site leadership effectively manage all resources within the operation including people, hardware/software and facilities.
• Ensures all site leadership have proper coverage per the service level agreement. This includes ensuring floater coverage and the effective partnership with Human Resources to hire any outside staff as needs arise.
• Ensures managers/supervisors maintain a safe working environment for the SPS staff on site.
• Tracks all client requests using the approved tracking mechanism.
• Maintains metrics for monthly reporting of KPIs/SLAs.
• Oversees all equipment, supply and messenger vendors to comply with SPS contract.
• Regularly visits assigned locations to ensure teams are compliant with all defined SLAs, company and client operating procedures to include, but not limited to safety, health and human resource guidelines.
• Documents any incidents and inform client and SPS immediately.
• Oversees financial performance.
• Assists National Manager to maintain site P&Ls are at proforma levels or above.
• Consistently executes all deadlines met for payroll, billing & A/R collection for all locations.
• Oversees monthly budget forecasts for various accounts.
• Helps to facilitate growth within existing account sites year-over year.
• Insures smooth and sustained client & employee engagement.
• Maintains Client Satisfaction Index (“CSI”) at or above previous score.
• Participates in monthly and quarterly client business reviews.
• Maintains Employee Satisfaction Index (“ESI”) at or above previous score.
• Participates in SPS sponsored events.
• Establishes and maintains accountability to National Operations Manager.
• Coaches, develops and cross trains operations team to grow their careers.
• Sets and communicates to each staff member individual responsibilities, operational issues/concerns, daily goals, service improvements and customer expectations.
• Develops, appraises, and counsels staff to reduce turnover, improve employee satisfaction and increase promotability of staff members.
• Maintains consistent documentation monitoring the status of each employee.
• Provides annual employee performance evaluations and reviews as directed by SPS.
• Insures operational excellence.
• Demonstrates strict adherence to all SPS policies & procedures.
• Serves as a knowledge resource regarding SPS policies and procedures.
• Exceeds all contractual and client KPIs/SLAs.
• Immediately reports any personnel, security or data breach incidents to SPS leadership team.
• Proactively institutes the SPS Governance Model to ensure client satisfaction.
• Manages a defined collection of multiple SPS sites within a national client operation.
• Standardizes policies and procedures, including statistical monthly reporting and benchmarks.
• Drives operational improvements and solution design.
• Troubleshoots and resolves all client, site management and site staff issues.
• Coordinates, implements and oversees any special projects.
• Coordinates and leads vendor partner negotiations.
• Managed site financials in terms of hours, gross margin spread, profitability and growth
• Serve as a knowledgeable resource regarding OSHA, EEOC and process for handling complaints.
• Manages direct reports including managerial staff.
• Assists in the development of training materials and execution of formal training sessions.
• Supports business development internally and as directed.
• Maintains consistent communication with client and SPS at all levels.

Benefits

• Career Growth: An opportunity to enter a job that allows you to learn new skills or use a variety of them that may lead you to uncover other career opportunities.
• Learning & Development: At our company, we promote a work culture of learning so that you can develop to be the best at what you do.
• We Recognize Talent: We offer a variety of recognition programs for all levels of employees.
• Full-Time Benefit Offerings: Medical, Dental, Vision, HCFSA, DCFSA, HSA, Commuter Transit and Parking, Supplemental Life Insurance, Accident Insurance, Critical Illness, Hospital Indemnity, Legal Program, Identify Theft Protection, Pet Discounts, Pet Insurance, Group Home and Auto Insurance, EAP, Short Term Disability, Life Insurance, 401k w/ matching, Entertainment Discounts, & Paid Time Off.
• Part-Time Benefit Offerings: 401k w/ matching, Entertainment Discounts, & Paid Time Off (if eligible).

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED