Job TitleClient Services Manager

Job Description SummaryThe Client Services Manager serves as the primary client-facing leader responsible for communication,
performance reporting, and vendor oversight. This role ensures seamless service delivery across the Facilities
HUB organization by coordinating with internal teams and maintaining high standards of client satisfaction and
operational excellence.
The Client Services Managers’ responsibilities include but are not limited to; subcontract management oversight,
daily team operations, client relationship management, vendor and supplier performance and risk mitigation in
accordance with the standards set by C&W Services. This position will also provide other business-related
functions as requested in the performance of the duties as directed by Senior Management.Job Description

Key Responsibilities

Pay: $68,000-$80,000.Oversee daily operations and performance of assigned Facilities Hub accounts.Coordinate service delivery with Facilities Hub leadership to ensure quality and consistency.Ensure compliance with contractual obligations and service level agreements.Maintain and grow national small business client relationships.Manage P&L for assigned accounts, ensuring consistent financial performance, budget adherence, and cost control across all service lines.Engage regularly with key client contacts to drive satisfaction and retention.Support Business Development with RFI/RFP responses (narrative and financial).Lead new account startups in collaboration with senior management.Prepare and present Quarterly Business Reviews (QBRs) and performance reports.Create and maintain client required reporting including: KPI reports and analysis, work order and customer service statistics, customer surveys and compliance reporting, analysis and implementation of action plans to achieve high standards of the vendor and supplier networks performance.Assist clients with budgeting, cost-saving initiatives, and financial reporting.Assist with sourcing and vetting vendors to meet performance, diversity, and service standards.Implement and manage a robust Quality Assurance program.Establish and maintain work performance standards across teams.Develop and execute SLAs for National Operations Contact Center by client.Resolve service delivery issues with urgency and professionalism.

Requirements (Knowledge, Skills, Abilities, and Education and/or Experience)

This is a hybrid position and you will be expected to be in the office 2-3 days per week.Ability to speak, read, and write English fluently.Minimum of an Associate Level diploma or equivalent.Position requires presentation preparation and public speaking ability.3 to 5 years’ experience in vendor / supply chain management and building systems operations.Leadership skill, training and team management experience required.Strong people-management skillsAble to take direction, work with minimal supervision, and lead by example.Attention to detail, pride in delivering excellent service, organization, and high levels of energy and endurance.Must have strong computer skills (Word, Excel, Power Point, Visio, etc.)  Experience with Computerized Maintenance Management Systems (CMMS), JD Edwards and Salesforce is preferred.Must have excellent customer service and written/verbal communication skills.Must be well organized and detail oriented, while applying sound judgment and decision-making skills to both routine and non-routine issues that arise.Candidates must be able to work well in a fast paced/high volume environment, and work well under pressure.Candidates must have the ability to work a variable schedule within a 24x7 operation and must also be willing to work from home during off-hours when required.Must be willing to continue training in their skill set to maintain knowledge in the latest equipment and technologies in their assigned duties.Position may require travel to client presentations.

C&W Services is an Equal Opportunity employer to all protected groups, including protected veterans and individuals with disabilities.  Discrimination of any type will not be tolerated. 

In compliance with the Americans with Disabilities Act Amendments Act (ADAAA), if you have a disability and would like to request an accommodation in order to apply for a position at Cushman & Wakefield, please call the ADA line at 1-888-365-5406 or email HRServices@cushwake.com. Please refer to the job title and job location when you contact us.

INCO: “C&W Services”