Client Success Manager

The Facilities Group - Moorestown, NJ

Full-time - Mid Level

Onsite - Moorestown, NJ

11-50 employees

About the position

The Facilities Group (TFG) is seeking a Client Success Manager to join our team in Moorestown, New Jersey. This professional role is pivotal in 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. The ideal candidate will possess prior experience in facilities management and will work closely with Senior Operational Leadership to enhance client satisfaction and operational efficiency. In this role, you will create an inspiring team environment characterized by open communication and collaboration. You will delegate tasks effectively, set clear deadlines, and oversee the daily operations of the Client Success Agent team. Training and ongoing development of team members will be a key focus, ensuring that all agents are equipped to meet the demands of their roles. You will monitor team performance, provide necessary support, and assist in maintaining strong client relationships through regular reports, calls, and meetings. The Client Success Manager will also be responsible for creating reporting metrics to provide timely feedback to the team, supporting and motivating agents to achieve monthly and quarterly goals, and offering individual and team coaching as needed. Listening to team feedback and resolving work-related issues will be essential to fostering a positive work environment. This position is based in our Moorestown, NJ office and is not remote, emphasizing the importance of in-person collaboration and leadership.

Responsibilities

• Create an inspiring team environment with an open-door policy and communication culture.
• Delegate and follow up on tasks as required and set clear deadlines for Client Success Agents.
• Oversee the day-to-day operation 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, providing support and direction where necessary.
• Assist in maintaining client relationships through reports, calls, and client 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 Success Team client relations.

Requirements

• Previous Facilities Management experience required.
• Previous management experience required.
• Significant skills and aptitude in leadership, judgment, decision making, and resolution of complex issues.
• Ability to create strong relationships, lead a team, and assign tasks through exemplary leadership skills.
• Provide outstanding customer service to internal and external clients.
• Excellent organizational skills and attention to detail.
• Work independently, exercising judgment and initiative.
• Work effectively under pressure and/or stringent schedules and produce accurate results for multiple projects in a fast-paced setting.
• Maintain an effective and professional working relationship with clients, employees, and others encountered in the course of employment.
• Remain flexible and adjust to situations as they occur.
• Work according to established standards and procedures set by Operations leaders, and lead by example.
• Proactive problem solver and clear communicator.
• Intermediate knowledge of MS Office products, Teams, Outlook, Excel, Word.
• Ability to travel up to 10% of the time including some overnight stays.