Client Manager

<p>&nbsp;</p> <h2 data-section-id="2wuofl" data-start="181" data-end="214"><strong data-start="183" data-end="212">Job Title: Client Manager</strong></h2> <p data-start="215" data-end="304"><strong data-start="215" data-end="230">Reports To:</strong> Client Director, Managing Vice President, or equivalent senior leadership</p> <hr data-start="306" data-end="309"> <h3 data-section-id="1f9segg" data-start="311" data-end="336"><strong data-start="314" data-end="334">Position Summary</strong></h3> <p data-start="337" data-end="802">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. ⭐<br data-start="545" data-end="548">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.</p> <p data-start="804" data-end="1034">From operational oversight to financial stewardship, the CM is accountable for meeting SLAs, optimizing performance, managing P&amp;L elements, strengthening client relationships, and cultivating a high-engagement employee culture. 🚀</p> <hr data-start="1036" data-end="1039"> <h2><strong data-start="1044" data-end="1069">Core Responsibilities</strong></h2> <h3><strong data-start="1075" data-end="1119">Service Delivery &amp; Operations Leadership</strong> ⚙️</h3> <ul data-start="1123" data-end="1684"> <li data-section-id="ocp8fe" data-start="1123" data-end="1191"> <p data-start="1125" data-end="1191">Ensure excellence in service delivery across all assigned sites.</p> </li> <li data-section-id="1mo4gpx" data-start="1192" data-end="1273"> <p data-start="1194" data-end="1273">Own the intake, delegation, execution, and completion of all client requests.</p> </li> <li data-section-id="rh3dj0" data-start="1274" data-end="1359"> <p data-start="1276" data-end="1359">Guarantee all client and organizational deadlines are achieved without exception.</p> </li> <li data-section-id="1upjagb" data-start="1360" data-end="1436"> <p data-start="1362" data-end="1436">Manage staffing, resources, and technology effectively across all sites.</p> </li> <li data-section-id="1jpmu75" data-start="1437" data-end="1505"> <p data-start="1439" data-end="1505">Ensure SLA coverage, floaters, and staffing partnership with HR.</p> </li> <li data-section-id="1bnlld2" data-start="1506" data-end="1571"> <p data-start="1508" data-end="1571">Maintain a safe, compliant, high-performing work environment.</p> </li> <li data-section-id="1vwnqv2" data-start="1572" data-end="1617"> <p data-start="1574" data-end="1617">Document and escalate incidents promptly.</p> </li> <li data-section-id="1wrqk9l" data-start="1618" data-end="1684"> <p data-start="1620" data-end="1684">Conduct regular site visits to enforce operational compliance.</p> </li> </ul> <h3 data-section-id="1bfe8es" data-start="1686" data-end="1733"><strong data-start="1690" data-end="1728">Financial &amp; Performance Management</strong> 💼</h3> <ul data-start="1734" data-end="2035"> <li data-section-id="1519c4o" data-start="1734" data-end="1806"> <p data-start="1736" data-end="1806">Support leadership in maintaining P&amp;Ls at or above proforma targets.</p> </li> <li data-section-id="bmrkic" data-start="1807" data-end="1870"> <p data-start="1809" data-end="1870">Oversee payroll, billing, and A/R execution with precision.</p> </li> <li data-section-id="19isz8p" data-start="1871" data-end="1928"> <p data-start="1873" data-end="1928">Lead monthly budget forecasting and financial review.</p> </li> <li data-section-id="eooezd" data-start="1929" data-end="1982"> <p data-start="1931" data-end="1982">Identify opportunities for year-over-year growth.</p> </li> <li data-section-id="10k30l3" data-start="1983" data-end="2035"> <p data-start="1985" data-end="2035">Optimize profitability, hours, and gross margin.</p> </li> </ul> <h3 data-section-id="1pi33bf" data-start="2037" data-end="2081"><strong data-start="2041" data-end="2077">Client Relationship &amp; Engagement</strong> 🤝</h3> <ul data-start="2082" data-end="2382"> <li data-section-id="m2gsfs" data-start="2082" data-end="2136"> <p data-start="2084" data-end="2136">Maintain high levels of client satisfaction (CSI).</p> </li> <li data-section-id="5hm40j" data-start="2137" data-end="2192"> <p data-start="2139" data-end="2192">Lead monthly and quarterly client business reviews.</p> </li> <li data-section-id="1tkglvc" data-start="2193" data-end="2245"> <p data-start="2195" data-end="2245">Serve as a trusted advisor to client leadership.</p> </li> <li data-section-id="1xwcx1m" data-start="2246" data-end="2309"> <p data-start="2248" data-end="2309">Drive employee engagement to sustain or improve ESI scores.</p> </li> <li data-section-id="yi02ja" data-start="2310" data-end="2382"> <p data-start="2312" data-end="2382">Champion the SPS Governance Model for proactive client satisfaction.</p> </li> </ul> <h3 data-section-id="wsofhh" data-start="2384" data-end="2438"><strong data-start="2388" data-end="2433">Talent Leadership &amp; Workforce Development</strong> 👥</h3> <ul data-start="2439" data-end="2767"> <li data-section-id="11vx6h9" data-start="2439" data-end="2495"> <p data-start="2441" data-end="2495">Lead and develop multi-level teams across locations.</p> </li> <li data-section-id="t7rau9" data-start="2496" data-end="2567"> <p data-start="2498" data-end="2567">Set expectations, clarify workflow, and resolve operational issues.</p> </li> <li data-section-id="ay8z0d" data-start="2568" data-end="2640"> <p data-start="2570" data-end="2640">Conduct performance evaluations and maintain employee documentation.</p> </li> <li data-section-id="17xoqs9" data-start="2641" data-end="2705"> <p data-start="2643" data-end="2705">Reduce turnover through coaching and recognition strategies.</p> </li> <li data-section-id="1tvnsq2" data-start="2706" data-end="2767"> <p data-start="2708" data-end="2767">Cross-train teams to build capability and bench strength.</p> </li> </ul> <h3 data-section-id="10o4lln" data-start="2769" data-end="2817"><strong data-start="2773" data-end="2812">Operational Excellence &amp; Compliance</strong> 🔐</h3> <ul data-start="2818" data-end="3166"> <li data-section-id="1hgvnbt" data-start="2818" data-end="2871"> <p data-start="2820" data-end="2871">Enforce policies, KPIs, and SLAs with discipline.</p> </li> <li data-section-id="gn0b1u" data-start="2872" data-end="2933"> <p data-start="2874" data-end="2933">Manage vendor partnerships to ensure contract compliance.</p> </li> <li data-section-id="1jp3w9z" data-start="2934" data-end="2985"> <p data-start="2936" data-end="2985">Standardize reporting, metrics, and procedures.</p> </li> <li data-section-id="14y3tq6" data-start="2986" data-end="3048"> <p data-start="2988" data-end="3048">Resolve site and client issues swiftly and professionally.</p> </li> <li data-section-id="tqk805" data-start="3049" data-end="3104"> <p data-start="3051" data-end="3104">Lead special projects and operational improvements.</p> </li> <li data-section-id="14hplkl" data-start="3105" data-end="3166"> <p data-start="3107" data-end="3166">Serve as resource for OSHA, EEOC, and compliance matters.</p> </li> </ul> <h3 data-section-id="156smwg" data-start="3168" data-end="3212"><strong data-start="3172" data-end="3207">Workplace Experience Leadership</strong> 🎉🏢</h3> <ul data-start="3213" data-end="3596"> <li data-section-id="1c57u2k" data-start="3213" data-end="3279"> <p data-start="3215" data-end="3279">Design and deliver innovative workplace experience strategies.</p> </li> <li data-section-id="17i2oez" data-start="3280" data-end="3352"> <p data-start="3282" data-end="3352">Curate impactful experiences that promote well-being and engagement.</p> </li> <li data-section-id="186r8ky" data-start="3353" data-end="3433"> <p data-start="3355" data-end="3433">Collaborate with catering/food services and service-line partners on events.</p> </li> <li data-section-id="1fkhj63" data-start="3434" data-end="3505"> <p data-start="3436" data-end="3505">Measure event ROI and produce monthly workplace experience reports.</p> </li> <li data-section-id="1e3wvwv" data-start="3506" data-end="3596"> <p data-start="3508" data-end="3596">Oversee Workplace Experience Coordinators including hiring, training, and performance.</p> </li> </ul> <h3 data-section-id="o073gq" data-start="3598" data-end="3648"><strong data-start="3602" data-end="3642">Communication &amp; Business Partnership</strong></h3> <ul data-start="3649" data-end="3834"> <li data-section-id="ygc486" data-start="3649" data-end="3718"> <p data-start="3651" data-end="3718">Maintain consistent communication with SPS and client leadership.</p> </li> <li data-section-id="1o3jg16" data-start="3719" data-end="3774"> <p data-start="3721" data-end="3774">Support business development initiatives as needed.</p> </li> <li data-section-id="9nsr22" data-start="3775" data-end="3834"> <p data-start="3777" data-end="3834">Coordinate travel for team members according to policy.</p> </li> </ul> <hr data-start="3836" data-end="3839"> <h2><strong data-start="3844" data-end="3860">Competencies</strong> 💡</h2> <ul data-start="3864" data-end="4419"> <li data-section-id="1guaw4p" data-start="3864" data-end="3919"> <p data-start="3866" data-end="3919">Strong analytical and metric-driven decision-making</p> </li> <li data-section-id="x46k5m" data-start="3920" data-end="3947"> <p data-start="3922" data-end="3947">Client-obsessed mindset</p> </li> <li data-section-id="1s5apne" data-start="3948" data-end="3987"> <p data-start="3950" data-end="3987">High integrity and ethical judgment</p> </li> <li data-section-id="1y8dxwt" data-start="3988" data-end="4041"> <p data-start="3990" data-end="4041">Exceptional communication and presentation skills</p> </li> <li data-section-id="cu6f0a" data-start="4042" data-end="4090"> <p data-start="4044" data-end="4090">Professional presence and service excellence</p> </li> <li data-section-id="13xftgn" data-start="4091" data-end="4127"> <p data-start="4093" data-end="4127">Strong organizational discipline</p> </li> <li data-section-id="q108db" data-start="4128" data-end="4181"> <p data-start="4130" data-end="4181">Emotional intelligence and conflict de-escalation</p> </li> <li data-section-id="3075c" data-start="4182" data-end="4224"> <p data-start="4184" data-end="4224">Strategic and creative problem-solving</p> </li> <li data-section-id="jh3o2c" data-start="4225" data-end="4266"> <p data-start="4227" data-end="4266">Ability to manage multiple priorities</p> </li> <li data-section-id="8bq9aw" data-start="4267" data-end="4309"> <p data-start="4269" data-end="4309">Talent leadership and coaching ability</p> </li> <li data-section-id="1anv307" data-start="4310" data-end="4364"> <p data-start="4312" data-end="4364">Experience-driven mindset with focus on innovation</p> </li> <li data-section-id="ikbvp" data-start="4365" data-end="4419"> <p data-start="4367" data-end="4419">Data interpretation and performance insight skills</p> </li> </ul> <hr data-start="4421" data-end="4424"> <h2 data-section-id="1k9665k" data-start="4426" data-end="4450"><strong data-start="4429" data-end="4447">Qualifications</strong> 🎓</h2> <ul data-start="4451" data-end="4939"> <li data-section-id="1rsujmz" data-start="4451" data-end="4512"> <p data-start="4453" data-end="4512">High School Diploma required; Bachelor's Degree preferred</p> </li> <li data-section-id="1mydhk0" data-start="4513" data-end="4582"> <p data-start="4515" data-end="4582">7–10+ years in relationship management and operational leadership</p> </li> <li data-section-id="9lkrzd" data-start="4583" data-end="4638"> <p data-start="4585" data-end="4638">Multi-site management experience strongly preferred</p> </li> <li data-section-id="dy7how" data-start="4639" data-end="4687"> <p data-start="4641" data-end="4687">Program/Project Management experience a plus</p> </li> <li data-section-id="1o66ile" data-start="4688" data-end="4746"> <p data-start="4690" data-end="4746">Proven ability to coach and develop frontline managers</p> </li> <li data-section-id="mgla4u" data-start="4747" data-end="4791"> <p data-start="4749" data-end="4791">Comfort interacting with C-suite leaders</p> </li> <li data-section-id="7q9md4" data-start="4792" data-end="4835"> <p data-start="4794" data-end="4835">High proficiency in business technology</p> </li> <li data-section-id="msndgr" data-start="4836" data-end="4877"> <p data-start="4838" data-end="4877">Industry-related experience preferred</p> </li> <li data-section-id="18ke3p2" data-start="4878" data-end="4939"> <p data-start="4880" data-end="4939">Strong ethics, professionalism, and client-driven mindset</p> </li> </ul> <hr data-start="4941" data-end="4944"> <h2 data-section-id="1uvbx63" data-start="4946" data-end="4977"><strong data-start="4949" data-end="4974">Physical Requirements</strong> 💪</h2> <ul data-start="4978" data-end="5216"> <li data-section-id="1xbi4nw" data-start="4978" data-end="5009"> <p data-start="4980" data-end="5009">Lift/move 40+ lbs regularly</p> </li> <li data-section-id="1sdztv4" data-start="5010" data-end="5046"> <p data-start="5012" data-end="5046">Push carts up to 60 lbs capacity</p> </li> <li data-section-id="8silmw" data-start="5047" data-end="5104"> <p data-start="5049" data-end="5104">Walk, bend, kneel, stand, or sit for extended periods</p> </li> <li data-section-id="1ybtyta" data-start="5105" data-end="5133"> <p data-start="5107" data-end="5133">Operate office machinery</p> </li> <li data-section-id="1pehppl" data-start="5134" data-end="5164"> <p data-start="5136" data-end="5164">Speak while inputting data</p> </li> <li data-section-id="3a9dpa" data-start="5165" data-end="5216"> <p data-start="5167" data-end="5216">Visual focus and color differentiation required</p> </li> </ul> <hr data-start="5218" data-end="5221"> <h2 data-section-id="z7q0za" data-start="5223" data-end="5254"><strong data-start="5226" data-end="5249">Travel Requirements</strong> ✈️</h2> <p data-start="5255" data-end="5281">Up to 25% travel required.</p> <hr data-start="5283" data-end="5286"> <h2 data-section-id="1nv9g1n" data-start="5288" data-end="5309"><strong data-start="5291" data-end="5307">Other Duties</strong></h2> <p data-start="5310" data-end="5401">Responsibilities may evolve and additional duties may be assigned as business needs change.</p> <p>&nbsp;</p><div class="content-pay-transparency"><div class="pay-input"><div class="description"><p><span style="font-size: 12px;"><em>Compensation:&nbsp;<br>The expected compensation is an&nbsp;estimate, and the final offer will depend on skills, experience, and other job-related factors.</em></span></p> <p><span style="font-size: 12px;"><em>Use of Artificial Intelligence (AI):<br>No AI or automated decision-making tools are used to screen, assess, or select candidates for this role. Our company uses the Greenhouse applicant tracking system, which does not apply AI in these parts of the hiring process.</em></span></p> <p><span style="font-size: 12px;"><em>Vacancy Status:<br>This posting is for an existing vacancy.</em></span></p></div><div class="title">Pay Range</div><div class="pay-range"><span>$100,000</span><span class="divider">&mdash;</span><span>$115,000 USD</span></div></div></div><div class="content-conclusion"><p><span style="font-family: helvetica, arial, sans-serif;"><strong>WHAT WE OFFER</strong></span></p> <ul> <li style="font-family: helvetica, arial, sans-serif;"><span style="font-family: helvetica, arial, sans-serif;"><strong>Career Growth: </strong>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!</span></li> <li style="font-family: helvetica, arial, sans-serif;"><span style="font-family: helvetica, arial, sans-serif;"><strong>Learning &amp; Development:</strong> At SPS, we promote a work culture of learning so that you can develop to be the best at what you do!</span></li> <li style="font-family: helvetica, arial, sans-serif;"><span style="font-family: helvetica, arial, sans-serif;"><strong>We Recognize Talent:</strong> We offer a variety of recognition programs for all levels of employees!</span></li> <li style="font-family: helvetica, arial, sans-serif;"><span style="font-family: helvetica, arial, sans-serif;"><strong>Benefit Offerings:&nbsp;</strong>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, &amp; Paid Time Off.</span> <ul> <li style="font-family: helvetica, arial, sans-serif;">Note: Please inquire with the Human Resources team for benefit offerings per role as regular positions that routinely are under 30 hours/week may have a different benefit offering.</li> </ul> </li> </ul> <p class="ignore-global-css"><span class="ignore-global-css"><strong class="ignore-global-css"><span class="ignore-global-css">About SPS</span></strong></span></p> <p class="ignore-global-css"><span class="ignore-global-css"><strong class="ignore-global-css">SPS</strong> is an award-winning employer of choice offering outsourcing solutions that leverage Intelligent Automation (Artificial Intelligence &amp; Robotic Process Automation) in more than 22 countries across the globe. I</span><span class="ignore-global-css">n North America, our services include Mailroom Management (both physical and digital), Office Services such as Reception, Lobby Concierge and Conference Room Management in addition to Document Processing Services utilizing leading edge technologies. Our clients today are companies in sectors such as banking, insurance, legal, higher education, advertising and other professional services, including many Fortune 500 companies. </span><span class="ignore-global-css"><strong>SPS</strong> is committed to delivering high caliber outsourcing experience to our clients and offering our employees challenging and exciting career opportunities throughout the North America region and globally. SPS is committed to investing in the professional development of our employees and offers competitive comprehensive benefits and diverse development training programs that lead to building careers.</span></p> <p class="ignore-global-css"><span class="ignore-global-css"><span class="ignore-global-css">At SPS we embrace the uniqueness of our employees and are committed to the fair and equal treatment of all people, applicants, and employees by promoting a culture of access, inclusion, equity and diversity.</span></span></p> <p class="ignore-global-css"><span class="ignore-global-css"><span class="ignore-global-css"><strong>SPS provides equal employment opportunities (EEO) to all employees</strong> and applicants for employment without regard to race, color, religion, sex, sexual and reproductive health choices, national origin, age, disability, genetics, military status, gender identity or expression, sexual orientation and/or any other status protected by applicable law.</span></span></p> <p class="ignore-global-css"><span class="ignore-global-css"><em>Colorado only:</em><strong> </strong>We accept applications for an expected minimum of 5 days from the date it is posted. The posting may remain open longer as needed to ensure a robust and inclusive applicant pool.</span></p> <p class="ignore-global-css"><span class="ignore-global-css"><span data-teams="true"><strong>To ensure a fair and authentic interview process, applicants may not use AI tools or any other form of real-time assistance during interviews.&nbsp;</strong></span></span><span class="ignore-global-css"><span data-teams="true"><strong>SPS team members may use transcription or note-taking technology solely to support accurate interview documentation.</strong></span></span></p> <p class="ignore-global-css"><span class="ignore-global-css"><span data-teams="true"><strong>SPS offers reasonable accommodations</strong> in the hiring and employment process for individuals with disabilities. If you need assistance in the application or hiring process to accommodate a disability, you may request an accommodation at any time.</span></span></p> <p class="ignore-global-css"><strong><span class="ignore-global-css"><span class="ignore-global-css">To view our privacy policy, click on the link below:&nbsp;</span></span></strong><a href="https://www.spsglobal.com/en/data-privacy-other" target="_blank">Data Privacy Statement</a></p> <p><strong>Acknowledgement Section: </strong>By submitting an application, by hitting "Submit Application", you certify that the information contained in this application is true and complete. You attest to the fact that the answers provided are correct to the best of your knowledge and ability. You certify that you have not knowingly withheld any information that might affect your chances for hiring. You understand that any false information or omission (including any misstatement) on this application or on any document used to secure this employment can be grounds for rejection of application or, if you are employed by SPS can be grounds for immediate termination from this company.</p> <p>&nbsp;</p></div>