Senior Key Client Relations Agent - Denver

Senior Key Client Relations Agent

The Company provides a comprehensive suite of janitorial and maintenance services to a variety of industries, including healthcare, education, logistics, finance, commercial, and industrial facilities.

This is a professional exempt-level (salaried) position responsible for the day-to-day management, performance, and success of a key national client account spanning multiple locations across the U.S. West Coast. In this role, you will serve as the primary owner of the client relationship, proactively identifying risks, resolving service issues, driving contract compliance, and partnering closely with field operations to ensure exceptional service delivery.

You will lead account performance through data analysis, reporting, and client communication while providing guidance and support to a Client Success Agent who assists with account execution. The ideal candidate is a highly organized, self-motivated leader who thrives in a fast-paced environment, takes accountability for results, and is committed to delivering an outstanding client experience.

This is a hybrid role based out of Denver, CO, working 2-3 days in our Lakewood office.

Schedule:

Tuesday – Saturday, 7:00AM-4:00PM Mountain Time

Senior Key Client Relations Agent

Duties and Responsibilities:

• Serve as the primary point of accountability for a key national client account, ensuring consistent service delivery and client satisfaction across multiple locations.
• Organize and schedule client service requests with Independent Service Providers (ISPs)/vendors, including dispatching work orders through proprietary and third-party systems.
• Own work order follow-up, validate service completion and required documentation, and ensure work orders are accurately closed within established timelines.
• Monitor provider activity, assignments, and service completion to ensure contractual obligations and service expectations are met.
• Partner closely with field operations and area managers to quickly resolve service challenges and maintain operational excellence.
• Coordinate service rescheduling with the client in the event of a call-off, missed service, or operational disruption.
• Troubleshoot client concerns and service issues before they escalate, proactively identifying risks and implementing corrective actions.
• Ensure contract compliance and service execution standards are maintained to avoid client penalties and protect account performance.
• Negotiate service rates with our ISPs/vendors.
• Prepare daily and ad hoc reports to track service completion, identify trends, and mitigate potential service failures.
• Utilize Excel, Power BI, and other reporting tools to monitor account health, operational performance, and client satisfaction metrics.
• Analyze data from multiple sources to identify opportunities for improvement, anticipate client needs, and escalate potential concerns to senior management before they impact the client experience.
• Support senior leadership in managing strategic client relationships through reporting, meetings, presentations, and ongoing communication.
• Serve as the liaison between the client, field operations, area managers, and internal departments to ensure timely communication and issue resolution.
• Train, coach, mentor, and provide day-to-day leadership to a Client Success Agent supporting the account.
• Promote a culture of accountability, ownership, responsiveness, and customer-focused service.
• Other administrative duties, as assigned by your supervisor.

Senior Key Client Relations Agent Requirements and

Qualifications:

• 5-7 years of proven client relations, account management, customer success, or service delivery experience, ideally within the facilities services industry. (required)
• Proficient knowledge of MS Office products including Power BI, Excel, and PowerPoint. (required)
• Demonstrated ability to manage complex client relationships and multiple service locations simultaneously.
• Strong leadership skills with experience coaching, mentoring, or overseeing the work of others.
• Dependable and hardworking, ensuring work is delivered accurately, proactively, and on time.
• Ability to learn new systems and technology quickly.
• Provide outstanding customer service to both internal and external clients.
• Driven to meet and exceed deadlines in a fast-paced environment.
• Excellent organizational, prioritization, and attention-to-detail skills.
• Able to escalate matters to senior management appropriately while presenting recommendations and solutions.
• Maintain effective and professional working relationships with clients, employees, vendors, and others encountered in the course of employment.
• Ability to remain flexible with your schedule in accordance with current business needs.
• A go-getter and self-starter mentality with a strong sense of ownership, accountability, and urgency.
• Work according to established standards and procedures set by Operations leaders and lead by example.
• Proactive problem solver with strong analytical, communication, and decision-making…