Client Success Manager

Who We Are:

The Facilities Group (TFG), headquartered in Tampa, FL, is a family of commercial facilities maintenance companies, providing best-in-class service to over 25,000 locations across the country. The Facilities Group partners with the premier local, regional, and national facility service providers while maintaining brand legacy and driving high-powered technology. The Facilities Group family of companies has 17 offices throughout the United States and provides comprehensive suite of janitorial and maintenance services to a variety of end markets including commercial, distribution, logistics, aviation, education, finance, industrial and healthcare facilities. Our principle of providing best-in-class service not only guides how we treat our clients but is also the foundation of our company culture. We understand the importance of maintaining an exciting culture for our employees and believe in creating an empowering professional environment with a sense of community and opportunity.

What You Will Be Doing:

The Client Success Manager is responsible for leading a team of Client Success Agents (CSAs) supporting national, multi-location client accounts. This is a hands-on leadership position focused on operational execution, client satisfaction, employee accountability, and service delivery performance. The successful candidate must be a confident, proactive leader who can independently manage daily operations, prioritize competing demands, analyze performance trends, and drive results through their team. This individual will work closely with Senior Operations Leadership, field management, and independent service providers to ensure client expectations, contractual requirements, and service-level agreements are consistently met. This is an in-person role based out of Denver, CO. or Tampa, FL.

Client Success Manager Roles and Responsibilities:

• Lead and manage a team of Client Success Agents, overseeing daily operations, workload distribution, productivity, and service delivery performance.
• Establish clear expectations, delegate responsibilities, and hold team members accountable for deadlines, client requests, and operational commitments.
• Conduct regular one-on-one meetings, provide coaching and training, and proactively address performance concerns.
• Oversee work order management, missed services, client escalations, and recurring quality issues, ensuring timely resolution and follow-through.
• Monitor vendor performance and collaborate with field management to resolve service deficiencies, support vendor transitions, and maintain service continuity.
• Ensure the team consistently meets contractual requirements, service-level agreements, and client expectations.
• Monitor and analyze key performance indicators, including service completion, IVR compliance, checklist compliance, inspections, work order aging, and client escalations.
• Utilize operational dashboards and reporting tools to identify performance trends, recurring issues, and opportunities for improvement.
• Develop and present accurate weekly and monthly performance reporting to clients and senior leadership, providing actionable insights and recommendations.
• Independently lead client meetings, performance reviews, and operational discussions, confidently communicating service challenges, corrective actions, and performance expectations.
• Build and maintain strong client relationships through proactive communication, responsiveness, and consistent follow-through.
• Identify operational risks, implement corrective action plans, and drive continuous improvement across assigned accounts.
• Oversee the team's use of client-required third-party systems and portals, ensuring accurate work order management, timely status updates, proper documentation, and compliance with client-specific processes.

Client Success Manager Requirements:

• Previous Facilities Management experience required.
• Previous management experience required.
• Significant skills and aptitude in leadership, judgment, decision making and resolution of complex issues.
• Ability to create strong relationships, lead a team, and assign tasks through exemplary leadership skills.
• Provide outstanding customer service to internal and external clients.
• Excellent organizational skills and attention to detail.
• Work independently, exercising judgment and initiative.
• Work effectively under pressure and/or stringent schedules and produce accurate results for multiple projects in a fast-paced setting.
• Maintain an effective and professional working relationship with clients, employees, and others encountered in the course of employment.
• Remain flexible and adjust to situations as they occur.
• Work according to established standards and procedures set by Operations leaders, and lead by example.
• Proactive problem solver and clear communicator.
• Intermediate knowledge of MS Office products, Teams, Outlook, Excel, Word

**The Facilities Group and its Subsidiaries are committed to fostering, cultivating, and preserving a culture of diversity and inclusion. We provide equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. Our commitment extends beyond preventing discrimination and harassment; it’s about creating an environment where diverse backgrounds and perspectives are valued. We believe in the power of our people, the ideas they bring, and what we can accomplish together. **Consistent with the Americans with Disabilities Act (ADA), all state & federal requirements, it is the policy of The Facilities Group to provide reasonable accommodation when requested by a qualified applicant or employee with a disability, unless such accommodation would cause an undue hardship. The Facilities Group also provides reasonable accommodations as required under the Pregnant Workers Fairness Act (PWFA) for limitations related to pregnancy, childbirth, or related medical conditions. The policy regarding requests for reasonable accommodation applies to all aspects of employment, including the application process. If reasonable accommodation is needed, please contact the Recruitment Team at 813-425-1985.