Client Operations & Growth Manager

About the role

This is not a typical account-manager job. We are looking for a driven, commercially minded leader who wants to own results—not merely manage a list of clients. As a Client Operations & Growth Manager, you will take responsibility for a defined portfolio of commercial clients and run it like a business within our business. You will protect and grow recurring revenue, build trusted executive-level client relationships, solve operational problems quickly, lead service-provider performance, and uncover new revenue opportunities across each account. Your mission is clear: deliver an exceptional client experience, retain every account possible, grow the revenue in your book of business, and build the leadership skills required to advance into a Director of Operations role. This role is ideal for someone who is energized by accountability. Someone who sees a service failure as their problem to solve. Someone who enjoys being in the field, building relationships, improving teams, winning additional business, and being paid for measurable results. If you want a desk-only customer-service role or a position with narrow responsibilities, this is probably not the right opportunity. If you want real ownership, income upside, operational leadership experience, and a clear path to larger responsibility, we want to meet you. Our values: Genuine, Customer Driven, Responsive, Adaptable, Tenacious. Our mission is to glorify God by creating a Ripple Effect that positively impacts the people and communities we serve.

Responsibilities

• You will be the primary business leader for an assigned portfolio of commercial accounts. Your results will directly influence client retention, revenue growth, service quality, and your earning potential.
• Build trusted relationships with client decision-makers and become their go-to resource for facility-service needs.
• Own the client experience from onboarding through ongoing service delivery, issue resolution, retention, and account expansion.
• Conduct regular site visits and quality-control inspections to ensure our services meet or exceed client expectations.
• Anticipate issues before they become complaints, communicate proactively, and drive problems to resolution.
• Lead and hold service partners, Independent Contractors, and Night Managers accountable for quality, responsiveness, staffing, coverage, and compliance.
• Coordinate successful launches of new accounts, including staffing, schedules, supplies, access, client expectations, inspections, and follow-up.
• Identify opportunities to expand services within existing accounts, including floor care, carpet cleaning, window cleaning, pressure washing, landscaping, parking-lot services, and other facility solutions.
• Own the sales process for additional services within your portfolio: identify the need, create the solution, coordinate pricing, present the value, close the opportunity, and ensure excellent execution.
• Maintain accurate CRM records, inspection results, follow-up actions, client history, and revenue opportunities.
• Operate with the urgency, communication, and judgment expected of a future operational leader.
• Client retention and renewal performance.
• Client satisfaction and responsiveness.
• Portfolio revenue growth.
• Additional-service and Other Services revenue.
• Quality-control results and service stability.
• Timely resolution of client concerns.
• Strong contractor and vendor performance.
• Successful onboarding and stabilization of new accounts.
• Consistent field activity, follow-through, and CRM discipline.

Requirements

• At least 3 years