Client Relations Manager

Client Relations Manager

Job Summary:

The Client Relations Manager is responsible for overseeing a team of HOA Community Managers ensuring the effective management of multiple homeowner’s associations within each Community Managers assigned portfolio. This role provides leadership, mentorship, and operational oversight while maintaining compliance with governing documents, local/state HOA laws, and company standards. The Client Relations Manager acts as a liaison between board members, community managers, vendors, and executive leadership to maintain high-quality service and strong client satisfaction. The Client Relations Manager must provide and teach their team while ensuring the standards of Lifetime HOA Management are being met.

Responsibilities:

Leadership & Team Management

• Supervise a team of Community Managers and their own portfolios.
• Provide coaching, training, and performance evaluations for direct reports.
• Ensure consistent and professional service delivery across all communities.
• Assist with onboarding new managers and facilitating ongoing professional development.
• Reports directly to the Vice President of Client Relations.

Operational Oversight

• Review and approve board packets, meeting agendas, and community reports.
• Support community managers in handling complex homeowner issues, violations, or board disputes.
• Ensure timely follow-up on maintenance, compliance, and work order escalations.
• Help standardize operational processes across managed communities.
• Weekly Team meetings.

Key Competencies

• Detail-Oriented: Must demonstrate exceptional attention to detail in reviewing work, identifying errors, and ensuring accuracy across all tasks and documentation.
• Strong Troubleshooting Skills: Able to analyze problems quickly and develop effective, sustainable solutions under pressure.
• Client & Employee Retention: Actively works to build trust and satisfaction among clients and team members, minimizing turnover and fostering long-term relationships.
• Team and Portfolio Management: Oversees a portfolio of accounts/projects while managing a diverse team to achieve performance targets and organizational goals.

Financial Oversight

• Assist Community Managers in the development of annual operating and reserve budgets.

Compliance & Governance

• Support boards in compliance with Texas Property Code (or applicable local HOA law).
• Provide guidance on board elections, meeting procedures, and HOA legislation changes.

Client Relations & Communication

• Serve as a secondary point of contact for HOA board members when escalations arise.
• Conduct regular client check-ins to assess satisfaction and resolve concerns proactively.
• Mediate conflicts between homeowners, managers, and boards when needed.
• Maintain positive, professional relationships with all community stakeholders.

Technology & Reporting

• Oversee use of HOA management software.
• Analyze team metrics related to response time, delinquencies, and task completion.
• Monitor community KPIs and implement improvements as needed.
• Train staff on software tools and ensure proper use of systems.

Qualifications:

Required:

• 3 years of experience in HOA community portfolio management
• 2 years of supervisory or leadership experience
• Strong knowledge of HOA laws, governance, and best practices
• Excellent interpersonal, conflict resolution, and communication skills
• Experience managing budgets, vendor contracts, and financial reporting
• Proficiency in HOA management platforms and Microsoft Office Suite

Preferred:

• Industry certifications (e.g., CMCA, AMS, PCAM from CAI)
• Bilingual (English/Spanish) is a plus but not required

Work Environment:

• High-Demand, High-Commitment Role: Requires dedication, resilience, and the ability to balance multiple priorities while delivering consistent results.
• Fast-Paced & Dynamic: Operates in a rapidly changing environment where responsiveness, adaptability, and quick decision-making are critical to success.
• Fast-Paced & Dynamic: Operates in a rapidly changing environment where responsiveness, adaptability, and quick decision-making are critical to success.
• Evening board meetings or weekend emergencies may be required
• Occasional travel for portfolio supervision or training events

Compensation:

• Monthly Stipend on top of Base Salary