Client Manager

Job Title:

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…