Client Success Manager

Description

• Analyze customer feedback and service data to identify trends, growth opportunities, and areas for improvement.
• Collaborate with operations to ensure timely resolution of service issues and adherence to SLAs.
• Present insights and recommendations to senior leadership.
• Develop and implement customer experience initiatives that align with business goals.
• Work closely with account managers, dispatch teams, and field technicians to ensure a unified customer experience.
• Serve as the primary point of contact for key clients, ensuring their needs are met with professionalism and urgency.
• Generate reports on customer satisfaction, service performance, and issue resolution metrics.
• Conduct regular check-ins and facilities condition assessments to proactively address concerns.
• Monitor service delivery performance across maintenance teams and vendors.

Requirements

• Experience with CRM systems and service management platforms.
• Ability to manage multiple priorities in a fast-paced environment.
• Knowledge of facilities maintenance operations (e.g., HVAC, janitorial, electrical, plumbing).
• Familiarity with KPIs such as First-Time Fix Rate, Response Time, and Customer Satisfaction Score (CSAT).
• Familiarity Corrigo or similar work order management systems
• Strong communication, problem-solving, and interpersonal skills.
• Bachelor’s degree in Business or a related field (or 2+ years of Facilities Management experience in lieu of a degree).
• 3+ years of experience in customer service or client management, preferably in facilities maintenance or a service-based industry.

Benefits

Training + Development

Interview process

Visa Sponsorship

Security clearance