Client Partner

Pritchard Industries is a dynamic and innovative provider of comprehensive facility services, dedicated to enhancing the operational efficiency of our client partners in the industries we serve. With services from facility maintenance and janitorial to landscaping and snow removal, we enable desired outcomes for our clients through consistent service and outstanding people.

We are seeking Client Partners for retention, relationship health, and growth within a defined book of business. Acting as the strategic point of contact between Pritchard and our clients, this role ensures operational reliability, proactive communication, and a clear demonstration of value throughout the client lifecycle.

This position is not a prospecting sales role; it’s a relationship and large account management role. Client Partners are the voice of the client inside Pritchard and the face of Pritchard to the client, ensuring expectations are met, issues are resolved quickly, and relationships remain strong and predictable.

Key Responsibilities:

• Own the client relationship post-implementation, maintaining regular executive-level engagement.
• Develop and maintain strong working relationships with the operations teams.
• Drive retention and renewals through proactive communication, performance tracking, and strategic account reviews.
• Partner with Operations to ensure service delivery aligns with contract commitments, budget targets, and customer expectations.
• Lead QBRs and service review meetings that highlight results, KPIs, continuous improvement, and value add to the partnership
• Monitor client health metrics in D365 and internal dashboards to identify risk trends and develop mitigation plans.
• Collaborate with leadership on client-specific action plans and renewal strategies.
• Escalate and resolve issues quickly, ensuring accountability and communication across all Pritchard teams.
• Growth-focused responsibilities, include Identifying cross and upsell opportunities that enhance client value and coordinate with internal partners to execute.

Success Indicators:

• Book of business retention rate meets or exceeds company targets.
• Clients consistently score high on satisfaction and partnership metrics.
• Account health and risk visibility are current and actionable.
• Issues are addressed before they become escalations.
• Internal partners view you as the trusted liaison between the client and the field.
• Identify and sell within the current book of business based on key growth objectives.

Qualifications:

• 5+ years of experience in client management, customer success, or retention-focused roles within a service-based or B2B organization.
• Preferred Facility Services industry
• Strong business acumen with the ability to understand operational performance, financial metrics, and contract structures.
• Excellent written and verbal commu