Client Success Manager

Empower Brands • Marietta, GA

59d • Onsite

About The Position

The Client Success Manager plays a pivotal role in ensuring exceptional service delivery and satisfaction across all client touchpoints in our facilities maintenance operations. This role is responsible for designing and implementing strategies to enhance client engagement, resolve issues efficiently, drive growth, and foster long-term client relationships. The ideal candidate will have a strong background in customer service, process improvement, and facilities management.

Requirements

• Bachelor’s degree in Business or a related field (or 2+ years of Facilities Management experience in lieu of a degree).
• 3+ years of experience in customer service or client management, preferably in facilities maintenance or a service-based industry.
• Strong communication, problem-solving, and interpersonal skills.
• Experience with CRM systems and service management platforms.
• Ability to manage multiple priorities in a fast-paced environment.

Nice To Haves

• Knowledge of facilities maintenance operations (e.g., HVAC, janitorial, electrical, plumbing).
• Familiarity with KPIs such as First-Time Fix Rate, Response Time, and Customer Satisfaction Score (CSAT).
• Familiarity Corrigo or similar work order management systems

Responsibilities

• Serve as the primary point of contact for key clients, ensuring their needs are met with professionalism and urgency.
• Conduct regular check-ins and facilities condition assessments to proactively address concerns.
• Monitor service delivery performance across maintenance teams and vendors.
• Collaborate with operations to ensure timely resolution of service issues and adherence to SLAs.
• Analyze customer feedback and service data to identify trends, growth opportunities, and areas for improvement.
• Develop and implement customer experience initiatives that align with business goals.
• Work closely with account managers, dispatch teams, and field technicians to ensure a unified customer experience.
• Generate reports on customer satisfaction, service performance, and issue resolution metrics.
• Present insights and recommendations to senior leadership.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 251-500 employees