What are the responsibilities and job description for the New Client Onboarding Manager - Tampa, FL position at The Facilities Group?
Who We Are
The Facilities Group of companies provide a comprehensive suite of janitorial and maintenance services to a variety of industries, including healthcare, education, logistics, finance, commercial, and industrial facilities. Our principle of providing best-in-class service not only guides how we treat our clients but is also the foundation of our company culture. We understand the importance of culture for our employees and believe in creating an empowering professional environment with a sense of community and opportunity.
What You Will Be Doing
The New Client Onboarding Manager is an exempt-level (salaried) position responsible for leading the end-to-end onboarding process for new janitorial service clients. This role ensures a seamless, well-organized transition from contract execution to full operational service by: setting clear expectations, aligning internal teams, and establishing strong client relationships. The Onboarding Manager plays a critical role in delivering service excellence from day one and laying the foundation for long-term client satisfaction and retention. The ideal candidate has previous experience in the Facilities Services Industry, is a self-starter, has strong attention to detail, and excels providing exceptional customer service.
This is a fully in-office role based out of Tampa, FL.
New Client Onboarding Manager Duties And Responsibilities
Client Kick-Off & Needs Assessment
The Facilities Group of companies provide a comprehensive suite of janitorial and maintenance services to a variety of industries, including healthcare, education, logistics, finance, commercial, and industrial facilities. Our principle of providing best-in-class service not only guides how we treat our clients but is also the foundation of our company culture. We understand the importance of culture for our employees and believe in creating an empowering professional environment with a sense of community and opportunity.
What You Will Be Doing
The New Client Onboarding Manager is an exempt-level (salaried) position responsible for leading the end-to-end onboarding process for new janitorial service clients. This role ensures a seamless, well-organized transition from contract execution to full operational service by: setting clear expectations, aligning internal teams, and establishing strong client relationships. The Onboarding Manager plays a critical role in delivering service excellence from day one and laying the foundation for long-term client satisfaction and retention. The ideal candidate has previous experience in the Facilities Services Industry, is a self-starter, has strong attention to detail, and excels providing exceptional customer service.
This is a fully in-office role based out of Tampa, FL.
New Client Onboarding Manager Duties And Responsibilities
Client Kick-Off & Needs Assessment
- Lead initial client kickoff meetings to understand scope of services, property specifications, schedules, and performance expectations.
- Document site-specific requirements, special considerations, and success criteria.
- Run reports through Excel, PowerBI , and client-systems to establish KPIs and measure success.
- Manage onboarding as a structured project with timelines, milestones, and deliverables.
- Coordinate service start-up logistics, including staffing schedules, supply delivery, equipment allocation, access credentials, and site readiness.
- Ensure all onboarding tasks are completed accurately and on time.
- Introduce the assigned cleaning team and supervisors to the client.
- Ensure cleaning staff are fully trained on site-specific protocols, client preferences, and quality standards prior to service launch.
- Establish, document, and communicate quality benchmarks using checklists, scopes of work, and visual standards.
- Serve as the primary point of contact during onboarding, providing proactive updates and addressing questions or concerns.
- Ensure all onboarding activities and cleaning procedures comply with OSHA regulations, safety standards, and company policies.
- Verify proper use of equipment, chemicals, and personal protective equipment (PPE).
- Collaborate closely with Sales, Operations, Customer Service, and Account Management to ensure alignment and continuity.
- Act as the bridge between client expectations and operational execution.
- Gather client and internal feedback during and after onboarding.
- Identify opportunities to improve onboarding workflows, documentation, and service launch procedures.
- Facilitate a smooth handoff to the Account Management team once onboarding is complete.
- Ensure all documentation, client preferences, and operational details are clearly transferred.
- Manage, train, and oversee direction of any direct reports as assigned.
- Complete projects as assigned by direct supervisor when not assisting new client roll-outs .
- 3 years of proven client onboarding experience, ideally in the Facilities Services/ Janitorial Industry. (Preferred)
- Proven project management experience with the ability to manage multiple onboarding projects simultaneously. (Required)
- Previous supervisory experience of direct reports (Preferred)
- Intermediate knowledge of MS Office products, Teams, Outlook, Excel, Word, PowerBI . (Required)
- Knowledge of cleaning industry standards, safety practices, and compliance requirements. (Preferred)
- Proficiency with CRM and/or ERP systems. (Preferred)
- Dependable and hardworking, making sure that your work is delivered in a timely and accurate manner.
- Ability to learn new systems/ technology quickly.
- Driven to meet and exceed deadlines in a fast-paced setting.
- Excellent organizational skills and attention to detail.
- Maintain an effective and professional working relationship with internal and external stakeholders.
- Remain flexible and adjust to situations as they occur.
- Proactive problem solver and clear communicator.
- The Facilities Group National is committed to fostering, cultivating, and preserving a culture of diversity and inclusion. We provide equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. Our commitment extends beyond preventing discrimination and harassment; it’s about creating an environment where diverse backgrounds and perspectives are valued. We believe in the power of our people, the ideas they bring, and what we can accomplish together.
- Consistent with the Americans with Disabilities Act (ADA), all state & federal requirements, it is the policy of The Facilities National Group to provide reasonable accommodation when requested by a qualified applicant or employee with a disability, unless such accommodation would cause an undue hardship. The Facilities Group National also provides reasonable accommodations as required under the Pregnant Workers Fairness Act (PWFA) for limitations related to pregnancy, childbirth, or related medical conditions. The policy regarding requests for reasonable accommodation applies to all aspects of employment, including the application process. If reasonable accommodation is needed, please contact the Recruitment Team 813-425-1985.