Client Service Manager

Reports To

Client Manager, Client Director, Managing Vice President, or equivalent leadership.

Job Summary

The Client Service Manager (CSM) is responsible for leading on-site operations across one or more client locations. This role oversees daily service delivery, employee performance, client relationships, operational excellence, financial performance, and compliance with SPS policies. The CSM serves as the primary client contact, ensuring exceptional service while driving continuous improvement and team development.

Key Responsibilities

Client & Operations

• Serve as the primary day-to-day client contact and maintain strong client relationships.
• Ensure high-quality service delivery and client satisfaction.
• Implement SPS governance standards, policies, and best practices.
• Lead operational improvements, process optimization, and special projects.
• Resolve client, operational, and employee issues, including escalations.
• Conduct regular site inspections and maintain a safe work environment.
• Manage vendors, equipment, supplies, and facility resources.
• Track service metrics and ensure KPIs/SLAs are achieved or exceeded.
• Participate in monthly and quarterly business reviews.

Financial Management

• Manage account profitability, budgets, payroll, billing, and financial performance.
• Monitor P&L, gross margins, forecasting, and resource utilization.
• Ensure accurate reporting and timely completion of operational deadlines.

People Leadership

• Lead, coach, and develop supervisors and site employees.
• Manage staffing, scheduling, performance reviews, and employee documentation.
• Foster employee engagement, retention, and career development through coaching and cross-training.
• Ensure compliance with SPS policies, employment regulations, and workplace safety standards.

Compliance & Risk

• Ensure compliance with OSHA, EEOC, SPS policies, and client requirements.
• Report security, personnel, or data incidents immediately.
• Maintain accurate operational records and documentation.

Qualifications

• High School Diploma or equivalent required.
• 5+ years of operations management and client relationship experience.
• Previous experience leading teams of 5–10 or more employees.
• Strong leadership, communication, and organizational skills.
• Experience working with executive-level clients and stakeholders.
• Proficient with Microsoft Office and business systems.
• Industry experience preferred.

Core Competencies

• Client-focused with a results-driven mindset.
• Strong leadership, coaching, and decision-making skills.
• Excellent communication and presentation abilities.
• High integrity, professionalism, and business ethics.
• Strong problem-solving, organization, and attention to detail.
• Ability to manage multiple priorities in a fast-paced environment.

Physical Requirements

• Ability to stand, walk, bend, kneel, and sit for extended periods.
• Frequently lift and move up to 40 lbs. (up to 60 lbs. using wheeled equipment).
• Ability to operate standard office equipment and perform computer-based work.
• Ability to meet the visual requirements necessary for the role.

Travel

• Up to 25% local travel.

Disclaimer

This job description outlines the primary responsibilities of the role but is not intended to be an exhaustive list. Duties may change based on business needs.