Office Services Manager $33

The Client Relations Manager is a pivotal role responsible for client relationship management, operational leadership, business development, and financial oversight. This position plays a critical role in delivering exceptional service, driving client satisfaction, and ensuring retention within a high-growth business.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Each core function will outline the percentage of time and frequency the task is performed.

Categories Essential Job Functions Client Relations Managers

Client Relationship Management • Serve as the main point of contact for clients, establishing and maintaining strong relationships.

• Understand client needs, goals, and challenges to provide customized solutions and exceed expectations.

• Proactively communicate with clients to ensure satisfaction, address concerns, and identify growth opportunities.

15%

Operational Leadership • Lead a team to deliver exceptional service, ensuring operational efficiency and adherence to service level agreements.

• Oversee day-to-day operational requirements, including client requests, inquiries, and issue resolution.

• Maintain site readiness, including signage, communication materials, and a well-organized environment.

5%

Process Improvement • Define policies, procedures, standards, and tools for the implementation and ongoing service operations in collaboration with the client organization to achieve our business goals.

• Identify key performance indicators and ensure compliance with all service-level agreement (SLA) requirements.

• Identify process improvement opportunities in a service environment, applying project and change management concepts and tools.

• Manage and update the Site Operations Manual/Playbook. 10%

Business Development & Growth • Execute the Forrest Solutions Sales Process by effectively opening and identifying opportunities, shaping, and responding to client needs, closing deals, negotiating contracts, expanding client relationships, and managing senior relationships.

• Provide strategic input and recommendations to support sales and marketing initiatives.

• Support business expansions into new markets, verticals, and the introduction of new products. 5%

Client Satisfaction • Conduct client satisfaction surveys to evaluate service performance and identify areas for improvement.

• Foster strong client relationships, proactively resolving issues, and maintaining high customer satisfaction levels.

• Communicate customer satisfaction results within the organization. 10%

Client Value-Adds • Collaborate with internal teams to establish and achieve client-focused goals.

• Bring industry-leading practices and data-informed recommendations to client executive leadership.

• Introduce new best practices, innovative services, and cost-saving initiatives to benefit clients. 10%

Finance • Drive financial success by managing budgets, forecasting revenue, and improving profit margins.

• Monitor and analyze key financial indicators to make data-informed decisions and achieve business targets.

• Ensure timely and accurate billing, invoicing, and financial reporting 5%

Compliance • Review and maintain compliance with contract terms, such as headcount, price adjustments, renewals, and other contractual obligations 5%

Team Management • Attract, develop, and retain a high-performing team.

• Provide ongoing performance feedback, conduct performance reviews, and support career growth.

• Manage hiring and terminations as required.

• Collaborate with Human Resources on associate-related issues, policy administration, and employee development. 10%

Learning & Development • Actively support and champion DEI initiatives within the organization, fostering an inclusive and equitable work environment.

• Collaborate with HR and relevant stakeholders to develop and implement DEI strategies and programs.

• Monitor progress, assess outcomes, and provide guidance to ensure the integration of DEI principles in all aspects of the organization.

• Promote a culture of cross-training and continuous development, encouraging employees to expand their knowledge and proficiency. 5%

Position Requirements/Experience/ Education:

• Bachelor’s Degree required; graduate degree preferred.

• 3 plus years’ experience in a service operations management capacity, preferably in a high-performance service environment that has consistently demonstrated performance improvement with significant measurable results.

• Leadership in client service; adept at managing long term client relationships and client satisfaction

• An excellent reputation of partnering with internal constituents, partners, and other service providers

• Demonstrated experience collecting performance measurements, creating dashboards, monitoring on-going performance, and managing the workforce management function

• Ability to make compelling presentations to an audience diverse business stakeholder

• Knowledge of technology trends and relevance to client’s business

• Strong leadership and people management skills required; proven ability to assess performance, mentor and counsel associates is essential

• Proficiency in using Microsoft Office products and applications

• Ability to be a clear thinker, analyze, strategize, and resolve, problems, exercising good judgement

• Ability to maintain confidentiality and security of any client information

• Displays a pleasant and cheerful disposition at all times

• Occasional overnight travel is required

Competencies:

• Client first mentality

• Demonstrates accuracy and attention to detail

• Detail orientated with the ability to multitask and work in a fast-paced high energy environment where priorities are constantly changing

• Solid decision-making skills within the scope of the position

• Ability to meet deadlines and work under pressure

• Good verbal and written communication skills

• Ability to use technology

• Prioritizing, flexibility, adaptability