Job Description: Client Manager

Reports To: Client Director, Managing Vice President, or equivalent leadership

Job Overview

The Client Manager (CM) oversees multi-site client operations within an assigned territory, ensuring consistent service delivery, strong client relationships, and achievement of contractual Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).

The CM leads site managers and supervisors responsible for various workplace services, including:

• Mailroom, shipping, receiving, warehousing, and courier services

• Facilities services and conference room management

• Document scanning and records management

• Reception and concierge services

• Hospitality and administrative support

The role partners with Operations, Human Resources, Finance, and client leadership to drive operational excellence, employee engagement, financial performance, and continuous service improvements.

Key Responsibilities

1. Operations and Service Delivery

• Oversee daily operations across assigned client locations.

• Ensure all services consistently meet or exceed contractual SLAs and KPIs.

• Lead service delivery across mailroom, facilities, conference room management, document scanning, records management, reception, and other administrative services.

• Ensure appropriate staffing, resource allocation, equipment, supplies, and site coverage.

• Conduct regular site visits to monitor service quality, safety, and compliance.

• Track client requests, resolve operational concerns, and oversee special projects.

• Identify opportunities to improve processes, standardize procedures, and enhance service delivery.

• Ensure timely reporting and escalation of incidents, security concerns, and data breaches.

2. Client Relationship Management

• Maintain strong relationships with client stakeholders at all organizational levels.

• Serve as the primary point of escalation for client and operational concerns.

• Lead monthly and quarterly business reviews.

• Monitor client satisfaction and ensure service commitments are consistently met.

• Proactively identify opportunities for account growth and service expansion.

3. Financial and Business Management

• Oversee site financial performance, including budgets, labor costs, gross margins, and profitability.

• Partner with Operations leadership to maintain financial performance at or above established targets.

• Ensure timely completion of payroll, billing, and accounts receivable activities.

• Monitor financial forecasts and identify opportunities for cost optimization and business growth.

• Manage vendor relationships and support contract negotiations.

4. People Leadership and Development

• Manage and develop site managers, supervisors, and operational teams.

• Partner with Human Resources on recruitment, staffing, employee relations, and retention.

• Coach and mentor leaders to strengthen performance and career development.

• Establish clear performance expectations, operational goals, and individual accountabilities.

• Conduct performance reviews and maintain appropriate employee documentation.

• Promote employee engagement, cross-training, and a positive workplace culture.

5. Governance and Compliance

• Implement the SPS Governance Model across assigned locations.

• Ensure consistent application of SPS policies, procedures, and client requirements.

• Maintain compliance with applicable safety, employment, security, and regulatory standards.

• Standardize operational reporting, performance tracking, and best practices.

• Maintain consistent communication with SPS leadership and client stakeholders.

Core Competencies

• Strong leadership and multi-site operational management.

• Excellent client relationship and stakeholder management skills.

• Strong business acumen and financial management capabilities.

• Results-driven with a focus on service excellence and client satisfaction.

• Excellent verbal, written, and presentation skills.

• Strong problem-solving, decision-making, and organizational skills.

• Ability to manage competing priorities and multiple projects.

• High integrity, professionalism, discretion, and confidentiality.

• Strong coaching, mentoring, and team development skills.

Qualifications and Experience

• High School Diploma or equivalent required; Bachelor's Degree preferred.

• 7–10+ years of experience in operations management, client relationship management, or a related field.

• Proven experience managing multiple sites and large operational teams.

• Experience leading managers, supervisors, and frontline employees.

• Demonstrated ability to manage client relationships and engage with senior-level executives.

• Strong understanding of budgeting, financial performance, and business operations.

• Experience in project management, process improvement, and vendor management is preferred.

• Industry-related experience is an advantage.

• Proficiency in Microsoft Office and other business management systems.

Physical Requirements

• Ability to walk, stand, sit, bend, and kneel for extended periods as needed.

• Ability to lift or move packages and equipment, including loads of 40 lbs. or greater, as required.

• Ability to operate standard office equipment and perform routine administrative tasks.

• Ability to communicate by phone while performing computer-based tasks.

Travel Requirements

Some travel is required, approximately up to 25%, depending on business and client needs.

Other Duties

This job description outlines the primary responsibilities of the position and is not intended to be an exhaustive list. Duties and responsibilities may change based on business and operational needs.