Client Manager
Job Title: Client Manager
Reports To: Client Director, Managing Vice President, or equivalent senior leadership
Position Summary
The Client Manager (CM) is a high-visibility operational leader responsible for driving service excellence, staff performance, and client satisfaction across multiple locations within an assigned territory. ⭐ Dedicated to a specific client, the CM oversees multi-level teams, ensures adherence to Service Level Agreements (SLAs), and partners closely with Operations, Finance, HR, and executive stakeholders to deliver seamless, high-quality workplace services.
From operational oversight to financial stewardship, the CM is accountable for meeting SLAs, optimizing performance, managing P&L elements, strengthening client relationships, and cultivating a high-engagement employee culture. 🚀
Core 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.
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
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
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.
Other Duties
Responsibilities may evolve and additional duties may be assigned as business needs change.
Compensation: The expected compensation is an estimate, and the final offer will depend on skills, experience, location, and other job-related factors.
Use of Artificial Intelligence (AI): No AI or automated decision-making tools are used to screen, assess, or select candidates for this role. Our company uses the Greenhouse applicant tracking system, which does not apply AI in these parts of the hiring process.
Vacancy Status: This posting is for an existing vacancy.
Pay Range $100,000 — $115,000 USD
WHAT WE OFFER
Career Growth: An opportunity to enter a job that allows you to learn new skills or use a variety of them that may lead you to uncover other career opportunities.
Learning & Development: At SPS, we promote a work culture of learning so that you can develop to be the best at what you do.
We Recognize Talent: We offer a variety of recognition programs for all levels of 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, Identify Theft Protection, Pet Discounts, Pet Insurance, Group Home and Auto Insurance, EAP, Short Term Disability, Life Insurance, Education Discounts, 401k w/ matching, Entertainment Discounts, & Paid Time Off.
Note: Please inquire with the Human Resources team for benefit offerings per role as regular positions that routinely are under 30 hours/week may have a different benefit offering.
About SPS
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.
At SPS we embrace the uniqueness of our employees and are committed to the fair and equal treatment of all people, applicants, and employees by promoting a culture of access, inclusion, equity and diversity.
SPS provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual and reproductive health choices, national origin, age, disability, genetics, military status, gender identity or expression, sexual orientation and/or any other status protected by applicable law.
Colorado only: We accept applications for an expected minimum of 5 days from the date it is posted. The posting may remain open longer as needed to ensure a robust and inclusive applicant pool.
To ensure a fair and authentic interview process, applicants may not use AI tools or any other form of real-time assistance during interviews. SPS team members may use transcription or note-taking technology solely to support accurate interview documentation. No AI or automated decision-making tools are used to screen, assess, or select candidates for this role. SPS uses the Greenhouse Applicant Tracking System to facilitate application management and recruiting workflows. Human recruiters and hiring managers review applications and exercise independent judgment throughout the hiring process
SPS offers reasonable accommodations in the hiring and employment process for individuals with disabilities. If you need assistance in the application or hiring process to accommodate a disability, you may request an accommodation at any time.
To view our privacy policy, click on the link below: Data Privacy Statement
Acknowledgement Section: By submitting an application, by hitting "Submit Application", you certify that the information contained in this application is true and complete. You attest to the fact that the answers provided are correct to the best of your knowledge and ability. You certify that you have not knowingly withheld any information that might affect your chances for hiring. You understand that any false information or omission (including any misstatement) on this application or on any document used to secure this employment can be grounds for rejection of application or, if you are employed by SPS can be grounds for immediate termination from this company.