Client Success Manager (Moorestown, NJ)

Csi - Moorestown, NJ

Full-time - Mid Level

Onsite - Moorestown, NJ

11-50 employees

Professional, Scientific, and Technical Services

About the position

The Client Success Manager position at The Facilities Group (TFG) is a pivotal role responsible for leading a team of Client Success Agents dedicated to resolving customer service issues, monitoring provider activity, negotiating service rates, and ensuring compliance with service contracts. This role is based in Moorestown, NJ, and requires a professional with previous facilities management experience. The successful candidate will work closely with Senior Operational Leadership to oversee the day-to-day operations of the Client Success Agent team, ensuring that high standards of service are maintained across all client interactions. In this role, the Client Success Manager will create an inspiring team environment characterized by open communication and a supportive culture. Responsibilities include delegating tasks, setting clear deadlines, and following up on assignments to ensure that the team meets its goals. The manager will also be responsible for training new Client Success Agents and providing ongoing training to existing team members, monitoring performance, and offering coaching as needed. Maintaining strong client relationships through regular reports, calls, and meetings is essential, as is the ability to create reporting metrics that provide timely feedback to the team. The Client Success Manager will support and motivate the Client Success Agents to achieve their monthly and quarterly goals, encouraging them to share innovative solutions and feedback. This role is not remote; it requires a presence in the Moorestown office, emphasizing the importance of teamwork and direct engagement with both clients and team members.

Responsibilities

• Lead a team of Client Success Agents to resolve customer service issues.
• Monitor provider activity and assignments to ensure compliance with service contracts.
• Negotiate service rates with clients and service providers.
• Create an inspiring team environment with open communication and an open-door policy.
• Delegate tasks and set clear deadlines for the Client Success Agents.
• Oversee the day-to-day operations of the Client Success Agent team in collaboration with Senior Management.
• Train new Client Success Agents and provide ongoing training for all team members.
• Monitor team performance to ensure goals are met and provide support where necessary.
• Assist in maintaining client relationships through reports, calls, and meetings.
• Create reporting metrics to provide timely feedback to the Client Success Agent team.
• Support and motivate Client Success Agents to meet monthly and quarterly goals.
• Provide individual and team coaching as required to the Client Success Agent team.
• Listen to Client Success Agent feedback and help resolve work-related issues.
• Encourage the Client Success Agent team to share new and creative solutions.
• Manage client relations for the Client Success Team.

Requirements

• Previous Facilities Management experience required.
• Previous management experience required.
• Significant skills in leadership, judgment, decision making, and resolution of complex issues.
• Ability to create strong relationships and lead a team effectively.
• Outstanding customer service skills for internal and external clients.
• Excellent organizational skills and attention to detail.
• Ability to work independently, exercising judgment and initiative.
• Ability to work effectively under pressure and produce accurate results in a fast-paced setting.
• Maintain effective and professional relationships with clients and employees.
• Flexibility to adjust to changing situations as they occur.
• Proactive problem solver and clear communicator.
• Intermediate knowledge of MS Office products, including Teams, Outlook, Excel, and Word.