Client Service Manager

Client Service Manager

The Client Service Manager is responsible for the business operations of an assigned client contracted service area. This position provides field support including training, guidance with starting new clients, inspections of Contractor performance and compliance with client requirements, trouble-shooting customer request/complaints, coordinating site visits, and developing long-term relationships with clients and Contractors. Additional responsibilities include negotiating contracts, procuring supplies from clients and ensuring high client satisfaction. Hunting for transactional business and developing 10-15 new clients.

Essential Responsibilities

• Develop and maintain strong working relationships with Independent Contractors by communicating expectations, providing coaching, and resolving issues.
• Conduct quality inspections to ensure services are performed according to client specifications and City Wide standards.
• Partner daily with Facility Solutions Managers and fellow Second Shift Managers to communicate client concerns, contractor performance, and operational priorities.
• Execute City Wide's New Start Policy, Customer Complaint Policy, STAR Policy, and other operational procedures.
• Manage client requests, service concerns, new client starts, and priority accounts requiring additional attention.
• Make recommendations regarding contractor assignments, performance improvement, and contractor replacement when necessary.
• Ensure compliance with client policies, cleaning specifications, safety requirements, and approved equipment and chemicals.
• Utilize City Wide's CRM to complete inspections, upload photos, document service issues, and maintain accurate records.
• Represent City Wide professionally while building long-term relationships with clients and Independent Contractors.
• Perform additional duties as assigned to support operational excellence.

What We're Looking For

• Manage all aspects of assigned client relationships, including client retention, expansion and diversification of City Wide building solutions and/or products.
• Hunt for transactional business with 10-15 new clients requesting services from our 20 plus products.
• Formulate and manage an effective service strategy and schedule tailored to each client.
• Negotiate and enter into agreements with clients for additional services determine pricing, staffing and logistics.
• Manage all Contractor relationships including Interview and hire, negotiate pricing and other contract terms, manage agreements, develop service specifications, client compliance, verify Contractor compliance, and remove/replace Contractors as necessary.
• Ensure a standard of excellence in quality and client satisfaction, through detailed quality control inspections of client sites and consistently follow through with all promises to clients.
• Supervise and direct Night Managers; ensure the client's strategy is executed and all services are performed correctly.
• Ensure adequate (internal and external) staffing needs to service clients.
• Promote the sale of, procure and monitor supplies for clients.
• Effectively communicate all client issues with Contractors and the Director of Operations (or owner); promptly address any client issues or problems that arise.
• Use City Wide's CRM to perform client inspections, adding extra charges, NM routing, etc.
• Schedule each non-routine activity in client facilities using Outlook.
• Update and keep current all CRM details, Visit Summary Sheets and Exhibit A's. Ensure MSDS sheets for each client serviced in janitor closets are complete, accurate and that all items are properly labeled.
• Notify Sales Executives of potential accounts in your territory, especially new construction.
• Discuss quality control surveys with your clients and encourage them to take the time to respond when they are received.
• Communicate client survey responses to the Director of Operations, Night Managers and Contractors.
• Develop and implement a plan with the Director of Operations and the Night Managers to resolve any client complaints or deficiencies in service and actively monitor compliance.
• Approve Night Managers and/or Service Representatives pay sheets; ensure accuracy.
• Assist Accounting in collecting clients' past due invoices and payment invoices for Contractors.
• Maintain updated route sheets, key/alarm sheets, and monthly planner for each client.
• Participate and be present in monthly IC paydays.

Measurements

• Maintain Lost Business to greater than 90% of your route. (TRR)
• Increase OS (other sales) sales on a monthly basis. Monthly minimum sales expectation is $50,000 per month.
• Start 1 New Contractor per quarter.