The Client Manager is a high-visibility operational leader responsible for driving service excellence, staff performance, and client satisfaction across multiple locations within an assigned territory.
Requirements
- 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.
Benefits
- 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
- Education Discounts
- 401k w/ matching
- Entertainment Discounts
- Paid Time Off
