•
Our mission is to make communities SHINE! Our team provides excellent service to our clients, all while nurturing communities, acting with integrity, and hustling to get the job done. The Client Success Manager is responsible for supporting the day-to-day management and success of assigned client accounts. This role serves as a primary point of contact for clients and works closely with Operations and other internal teams to help ensure services are delivered in accordance with client expectations, contractual requirements, and established service levels. The Client Success Manager builds strong client relationships through proactive communication, timely follow-up, performance monitoring, and issue resolution. This position also helps identify opportunities to improve the client experience, strengthen account retention, and support expanded service opportunities
Essential Duties & Responsibilities:
- Serve as a primary day-to-day point of contact for assigned client accounts.
- Build and maintain positive client relationships through consistent communication, responsiveness, and follow-through.
- Coordinate with Operations and Service Delivery teams to help ensure client requests and service commitments are completed accurately and timely.
- Monitor account activity, service performance, and open issues to identify areas requiring follow-up or additional attention.
- Assist with resolving client concerns and service issues, escalating higher-risk or complex matters to leadership when appropriate.
- Maintain regular communication with client stakeholders regarding service activity, open items, performance, and upcoming needs.
- Support client meetings, operational reviews, and business reviews by preparing reporting, updates, action items, and supporting documentation.
- Track key performance indicators, service level agreements, and other client-specific performance requirements.
- Assist in identifying trends, service gaps, and opportunities for process or performance improvement.
- Partner with Operations to support consistent service delivery across client locations and regions.
- Coordinate internally to ensure client commitments, action items, and deadlines are communicated and completed.
- Support client onboarding, program changes, new location additions, service expansions, and other account initiatives.
- Help identify opportunities for additional services based on client needs and communicate potential opportunities to Sales or account leadership.
- Review client reporting and account information for accuracy and assist with resolving billing, service, or documentation questions.
- Maintain accurate client records, contact information, service requirements, meeting notes, and account documentation.
- Ensure client-specific procedures, contractual requirements, service scopes, and program documentation are understood and communicated to appropriate internal teams.
- Serve as an advocate for the client internally while balancing operational requirements and company objectives.
- Participate in internal account reviews and provide updates regarding account performance, client feedback, risks, and outstanding items.
- Support continuous improvement efforts that enhance the client experience and improve internal account management processes.
- Other duties as assigned.
Competencies:
- Strong client service and relationship-building skills.
- Effective written and verbal communication skills.
- Strong organizational and time-management skills.
- Ability to manage multiple priorities and client requests in a fast-paced environment.
- Strong attention to detail and follow-through.
- Problem-solving skills with the ability to identify issues and coordinate appropriate resolution.
- Ability to work collaboratively across Operations, Finance, Sales, and other internal teams.
- Comfortable reviewing performance data, reports, and service metrics.
- Ability to manage client concerns professionally and escalate issues appropriately.
- Proactive, accountable, and customer-focused approach.
- Ability to learn client programs, contractual requirements, and operational processes.
Education and Experience:
Education: Bachelor’s degree in Business Administration, Construction Management, Facilities Management, or a related field preferred; equivalent relevant experience may be considered.
Experience:
- 2–4 years of experience in client service, account management, facilities management, operations, customer success, or a related field preferred.
- Experience supporting multiple client accounts, locations, projects, or service requests is preferred.
- Experience working in a fast-paced service environment with multiple priorities and deadlines.
- Experience preparing client reports, tracking action items, and coordinating across multiple internal teams is preferred.
Physical Requirements and Work Content:
Americans with Disability Specifications: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is occasionally required to stand, move, operate with hands and arms, and lift up to 15 pounds. The employee is regularly required to use hands to operate or feel objects, tools or controls, communicate, distinguish or identify, adjust or focus.
Work Environment:
Work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. This position is a sedentary position that requires 8 hours of sitting at a desk in a climate-controlled environment with frequent computer, mouse, 10 key touch and phone work.
Additional Comments:
These declarations are not to be an “all-inclusive” list of the duties and responsibilities nor of the skills and abilities required to do the job. They are intended only to describe the general nature of the job and a reasonable representation of its activities. Additional essential functions and/or tasks may be identified by the company and listed as such in the incumbent’s performance appraisal. Various tasks may be assigned under each task or function. The incumbent performs other job-related duties as assigned and required.
This document does not create an employment contract, implied or otherwise, other than an “at-will” employment relationship.
EOE; Disabled/Veteran