Client Relations Manager

Client Relations Manager

About Forrest Solutions

Forrest Solutions is the nation’s leading onsite outsourcing and staffing firm, delivering exceptional hospitality-driven experiences to our clients. We partner with organizations to manage non-core business functions so our clients can focus on what matters most.

The Client Relations Manager serves as a strategic leader responsible for delivering exceptional client service, maintaining strong client relationships, and ensuring operational excellence across assigned sites. This role oversees the daily management of reception and hospitality teams, drives service standards, and ensures a seamless client experience. The position reports directly to the Client Relations Director (CRD) based in New York.

Key Responsibilities

Client Relationship Management

• Serve as the primary point of contact for client communication and service delivery.
• Build and maintain strong client relationships through consistent, professional, and proactive communication.
• Monitor client satisfaction and ensure prompt resolution of issues or concerns.
• Participate in strategic account reviews and identify opportunities for service enhancements.
• Collaborate regularly with the CRD and fellow Client Relations Managers to share best practices and ensure alignment across accounts.

Operational Leadership

• Oversee daily operations across all service functions, ensuring consistent adherence to service-level agreements (SLAs) and key performance indicators (KPIs).
• Lead and coach the onsite team to deliver a best-in-class client experience with a focus on hospitality, professionalism, and accuracy.
• Maintain and continuously improve operational workflows, documentation, and employee training programs.
• Ensure all spaces are “tour ready,” with organized work areas, clear signage, and up-to-date communication materials.
• Conduct operational audits, track performance data, and prepare detailed management reports.
• Identify opportunities for process improvement, innovation, and efficiency using technology and best practices.
• Participate in leadership meetings and contribute to strategic planning and continuous improvement initiatives.

People Leadership

• Recruit, train, and develop high-performing teams that embody Forrest Solutions’ hospitality and service standards.
• Provide ongoing coaching, feedback, and performance evaluations to support career growth and employee engagement.
• Oversee scheduling, attendance, and adherence to professional standards including dress code and communication etiquette.
• Partner with the CRD and People Solutions on employee relations, performance management, and talent development.
• Recognize and reward strong performance, and foster a positive, inclusive, and motivating team environment.
• Support recruiting efforts by participating in interviews and identifying top talent for future opportunities.

Qualifications

• 5 years of leadership experience in a hospitality, professional services, or client-facing environment.
• Demonstrated experience managing a team of receptionists.
• Proven success managing client relationships and delivering measurable service excellence.
• Demonstrated ability to lead, motivate, and develop teams in a high-performance service culture.
• Strong analytical skills with experience managing SLAs, KPIs, and performance dashboards.
• Exceptional written and verbal communication skills, with a polished and professional presence.
• Highly organized with the ability to manage multiple priorities and thrive under pressure.
• Strong problem-solving, critical thinking, and decision-making skills.
• Proficiency in Microsoft Office Suite and Google Workspace.
• Commitment to confidentiality, discretion, and professionalism in all interactions.
• Positive, approachable, and hospitality-minded demeanor at all times.