Client Manager

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. Compensation: The expected compensation is an estimate, and the final offer will depend on skills, experience, location, and other job-related factors. Vacancy Status: This posting is for an existing vacancy. Pay Range $110,000—$125,000 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. - Paid Time Off: Full time: Minimum of 80 hours/calendar year. Part time/temporary: Minimum of 1 hour for every 30 hours worked. PTO amounts may increase based on tenure and/or the assigned account. PTO allows employees to take approved time off for any reason. - Bonuses: Are available for employee and client referrals for current 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, and Entertainment Discounts. - 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.