Client Manager

Client Manager

New York, New York, United States

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
• 710+ 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, 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, 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 an award-winning employer of choice offering outsourcing solutions that leverage Intelligent Automation (Artificial Intelligence & Robotic Process Automation) in more than 22 countries across the globe. I n North America, our services include Mailroom Management (both physical and digital), Office Services such as Reception, Lobby Concierge and Conference Room Management in addition to Document Processing Services utilizing leading edge technologies. Our clients today are companies in sectors such as banking, insurance, legal, higher education, advertising and other professional services, including many Fortune 500 companies. SPS is committed to delivering high caliber outsourcing experience to our clients and offering our employees challenging and exciting career opportunities throughout the North America region and globally. SPS is committed to investing in the professional development of our employees and offers competitive comprehensive benefits and diverse development training programs that lead to building careers.

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,