Client Relationship Manager

Job Summary:

The Client Relations Manager is responsible for driving client satisfaction, operational excellence, business growth, and financial performance. This pivotal role oversees a team of up to 25 employees across one or more client sites, ensuring seamless service delivery and long-term client retention. Reporting to the Client Relations Director or Vice President of Client Relations, this position balances hands-on operational leadership with strategic oversight, delivering exceptional client experiences while identifying opportunities for innovation and growth.

Essential Job Functions:

Client Relationship Management (15%)

• Serve as the primary point of contact for clients, building and maintaining strong relationships.
• Understand client needs, goals, and challenges to provide customized solutions.
• Proactively communicate to ensure satisfaction, address concerns, and identify growth opportunities.

Operational Leadership (5%)

• Lead and manage day-to-day site operations, ensuring service excellence and adherence to SLAs.
• Oversee staff performance, client requests, and issue resolution.
• Maintain site readiness, including signage, communication materials, and a professional environment.

Process Improvement (10%)

• Collaborate with clients to define policies, procedures, and tools aligned with business goals.
• Monitor KPIs and ensure compliance with SLA requirements.
• Apply project and change management practices to drive continuous improvement.
• Maintain and update the Site Operations Manual/Playbook.

Business Development & Growth (5%)

• Support the Forrest Solutions sales process by identifying opportunities, shaping solutions, and closing deals.
• Negotiate contracts and expand client relationships.
• Provide strategic input for marketing and business expansion initiatives.

Client Satisfaction (10%)

• Conduct surveys and evaluations to measure service performance.
• Proactively resolve client concerns and maintain high levels of satisfaction.
• Share feedback and results internally to drive improvements.

Client Value-Adds (10%)

• Partner with internal teams to establish and achieve client goals.
• Recommend best practices, innovations, and cost-saving initiatives.
• Present data-driven insights to client leadership.

Finance (5%)

• Manage budgets, revenue forecasts, and profit margins.
• Monitor key financial indicators to support data-informed decisions.
• Ensure timely and accurate billing, invoicing, and reporting.

Compliance (5%)

• Review and maintain compliance with all contractual obligations, including headcount, renewals, and pricing.

Team Management (10%)

• Attract, develop, and retain a high-performing team.
• Conduct performance reviews and provide coaching.
• Partner with HR on recruitment, development, and employee relations.

Learning & Development (5%)

• Support DEI initiatives and foster an inclusive workplace.
• Encourage cross-training and continuous learning across the team.
• Promote professional development opportunities.

Position Requirements:

• Bachelor’s Degree required; graduate degree preferred.
• 3 years of service operations management in a client-facing environment.
• Proven experience building long-term client relationships.
• Strong leadership and people management skills with the ability to mentor and develop teams.
• Experience managing KPIs, SLAs, and performance metrics.
• Proficiency with Microsoft Office Suite.
• Excellent presentation, communication, and problem-solving skills.
• Ability to maintain confidentiality and exercise sound judgment.
• Willingness to travel overnight as needed.

Competencies:

• Client-first mentality
• Attention to detail and accuracy
• Ability to thrive in a fast-paced, high-energy environment
• Strong decision-making and prioritization skills
• Adaptability and flexibility
• Excellent verbal and written communication skills

Equal Opportunity Employer Statement:

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, or basis of disability or any other federal, state, or local protected class.