Overview In this role, you manage day-to-day client relationships to ensure satisfaction, retention, and contract performance. You will align with operations, sales, and engineering to deliver consistent service results. You'll monitor key metrics, support onboarding and renewals, and drive proactive improvements in service delivery. You work cross-functionally to identify upsell opportunities and keep accurate client records. This is a role focused on impactful, data-driven client success within a service-driven organization.
Responsibilities- Be the primary point of contact for assigned clients and ensure clear communication and timely issue resolution
- Collaborate with operations and service teams to address performance issues affecting client satisfaction
- Support onboarding, renewals, and satisfaction reviews
- Track client metrics (response times, work orders, NPS) and analyze trends
- Identify opportunities to improve service delivery through proactive communication and issue resolution
- Partner with sales and operations to identify upsell opportunities and support pricing proposals
- Maintain accurate client records in the CRM and ensure visibility of account activity
- Coordinate with the Business Development Manager for smooth hand-off of new clients
- Contribute to retention reporting, performance tracking, and internal account reviews
Key requirements- Bachelor's degree in Business or significant relevant experience
- 5+ years in client relationship management, customer success, or service delivery in facilities services or technical operations
- Proven ability to manage multiple client relationships and priorities
- Strong interpersonal, communication, and problem-solving skills
- Understanding of service delivery and performance metrics
- Experience using CRM platforms (e.g., HubSpot, Salesforce, or equivalent)
- Detail-oriented and organized with accountability and follow-through
- Ability to collaborate with cross-functional teams
- Interpersonal communication
- Problem-solving
- Cross-functional collaboration
- CRM proficiency (HubSpot, Salesforce)
- Service delivery metrics
- Data analysis of client metrics
