Client Manager

An operational leader dedicated to a specific client, the Client Manager oversees multi-level teams, ensures adherence to Service Level Agreements (SLAs), and partners with Operations, Finance, HR, and executive stakeholders to deliver seamless, high-quality workplace services. Responsibilities span operational oversight, financial stewardship, client relationship management, and workforce development.

Responsibilities

• Service Delivery & Operations Leadership
  • 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.
• Financial & Performance Management
  • 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.
• Client Relationship & Engagement
  • 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.
• Talent Leadership & Workforce Development
  • 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.
• Operational Excellence & Compliance
  • 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.
• Workplace Experience Leadership
  • 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.
• Communication & Business Partnership
  • Maintain consistent communication with SPS and client leadership.
  • Support business development initiatives as needed.
  • Coordinate travel for team members according to policy.

Requirements

• Qualifications
  • 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 in business technology.
  • Industry-related experience preferred.
  • Strong ethics, professionalism, and client-driven mindset.
• Competencies
  • 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.
• Physical Requirements
  • Lift/move 40+ lbs regularly.
  • Push carts up to 60 lbs capacity.
  • Walk, bend, kneel, stand, or sit for extended periods.
  • Operate office machinery.
  • Speak while inputting data.
  • Visual focus and color differentiation required.
• Travel Requirements
  • Up to 25% travel required.

Benefits

• Career Growth: Opportunity to learn new skills and uncover other career opportunities.
• Learning & Development: Promotes a work culture of continuous learning.
• Recognition Programs: Available for all levels of employees.
• Paid Time Off: Full-time employees receive a minimum of 80 hours/calendar year (amounts may increase based on tenure and/or assigned account). Part-time/temporary employees receive a minimum of 1 hour for every 30 hours worked.
• Bonuses: Available for employee and client referrals for current employees.
• Benefit Offerings:
  • Medical, Dental, Vision
  • HCFSA, DCFSA, HSA
  • Commuter Transit and Parking Pre-Tax Plans
  • Supplemental Life Insurance, Accident Insurance, Critical Illness, Hospital Indemnity
  • Legal Program, Identity Theft Protection, Pet Discounts, Pet Insurance
  • Group Home and Auto Insurance, EAP
  • Short Term Disability, Life Insurance
  • Education Discounts
  • 401k with matching
  • Entertainment Discounts

Pay

$110,000 - $120,000 USD

About the Company

SPS is a global workplace solutions and business transformation company operating in more than 20 countries. Across North America, we help clients enhance workplace experiences and business operations through services including workplace support, physical and digital mailroom solutions, intelligent document processing, reception and concierge services, and other business support offerings. Our clients include leading organizations across banking, insurance, legal, higher education, professional services, and many Fortune 500 companies.