Client Manager

Client Manager

Chicago, Illinois, United States

Position Summary

The Client Manager (CM) is a high-visibility operational leader responsible for driving service excellence, staff performance, and client satisfaction across multiple locations within an assigned territory. Dedicated to a specific client, the CM oversees multi-level teams, ensures adherence to Service Level Agreements (SLAs), and partners closely with Operations, Finance, HR, and executive stakeholders to deliver seamless, high-quality workplace services.

From operational oversight to financial stewardship, the CM is accountable for meeting SLAs, optimizing performance, managing P&L elements, strengthening client relationships, and cultivating a high-engagement employee culture.

Core Responsibilities

Service Delivery & Operations Leadership

• Ensure excellence in service delivery across all assigned sites.
• Own the intake, delegation, execution, and completion of all client requests.
• Guarantee all client and organizational deadlines are achieved without exception.
• Manage staffing, resources, and technology effectively across all sites.
• Ensure SLA coverage, floaters, and staffing partnership with HR.
• Maintain a safe, compliant, high-performing work environment.
• Document and escalate incidents promptly.
• Conduct regular site visits to enforce operational compliance.

Financial & Performance Management

• Support leadership in maintaining P&Ls at or above proforma targets.
• Oversee payroll, billing, and A/R execution with precision.
• Lead monthly budget forecasting and financial review.
• Identify opportunities for year-over-year growth.
• Optimize profitability, hours, and gross margin.

Client Relationship & Engagement

• Maintain high levels of client satisfaction (CSI).
• Lead monthly and quarterly client business reviews.
• Serve as a trusted advisor to client leadership.
• Drive employee engagement to sustain or improve ESI scores.
• Champion the SPS Governance Model for proactive client satisfaction.

Talent Leadership & Workforce Development

• Lead and develop multi-level teams across locations.
• Set expectations, clarify workflow, and resolve operational issues.
• Conduct performance evaluations and maintain employee documentation.
• Reduce turnover through coaching and recognition strategies.
• Cross-train teams to build capability and bench strength.

Operational Excellence & Compliance

• Enforce policies, KPIs, and SLAs with discipline.
• Manage vendor partnerships to ensure contract compliance.
• Standardize reporting, metrics, and procedures.
• Resolve site and client issues swiftly and professionally.
• Lead special projects and operational improvements.
• Serve as resource for OSHA, EEOC, and compliance matters.

Workplace Experience Leadership

• Design and deliver innovative workplace experience strategies.
• Curate impactful experiences that promote well-being and engagement.
• Collaborate with catering/food services and service-line partners on events.
• Measure event ROI and produce monthly workplace experience reports.
• Oversee Workplace Experience Coordinators including hiring, training, and performance.

Communication & Business Partnership

• Maintain consistent communication with SPS and client leadership.
• Support business development initiatives as needed.
• Coordinate travel for team members according to policy.

Competencies

• Strong analytical and metric-driven decision-making
• Client-obsessed mindset
• High integrity and ethical judgment
• Exceptional communication and presentation skills
• Professional presence and service excellence
• Strong organizational discipline
• Emotional intelligence and conflict de-escalation
• Strategic and creative problem-solving
• Ability to manage multiple priorities
• Talent leadership and coaching ability
• Experience-driven mindset with focus on innovation
• Data interpretation and performance insight skills

Qualifications

• High School Diploma required; Bachelor's Degree preferred
• 710+ years in relationship management and operational leadership
• Multi-site management experience strongly preferred
• Program/Project Management experience a plus
• Proven ability to coach and develop frontline managers
• Comfort interacting with C-suite leaders
• High proficiency in business technology
• Industry-related experience preferred
• Strong ethics, professionalism, and client-driven mindset

Physical Requirements

• Lift/move 40+ lbs regularly
• Push carts up to 60 lbs capacity
• Walk, bend, kneel, stand, or sit for extended periods
• Operate office machinery
• Speak while inputting data
• Visual focus and color differentiation required

Travel Requirements

Up to 25% travel required.

Other Duties

Responsibilities may evolve and additional duties may be assigned as business needs change.

Compensation: The expected compensation is an estimate, and the final offer will depend on skills, experience, location, and other job-related factors. Vacancy Status: This posting is for an existing vacancy.

Pay Range

$110,000 - $120,000 USD

WHAT WE OFFER

• Career Growth: An opportunity to enter a job that allows you to learn new skills or use a variety of them that may lead you to uncover other career opportunities.
• Learning & Development: At SPS, we promote a work culture of learning so that you can develop to be the best at what you do.
• We Recognize Talent: We offer a variety of recognition programs for all levels of employees.
• Paid Time Off: Full time: Minimum of 80 hours/calendar year. Part time/temporary: Minimum of 1 hour for every 30 hours worked. PTO amounts may increase based on tenure and/or the assigned account. PTO allows employees to take approved time off for any reason.
• Bonuses: Are available for employee and client referrals for current employees.
• Benefit Offerings: Medical, Dental, Vision, HCFSA, DCFSA, HSA, Commuter Transit and Parking Pre-Tax Plans, Supplemental Life Insurance, Accident Insurance, Critical Illness, Hospital Indemnity, Legal Program, Identify Theft Protection, Pet Discounts, Pet Insurance, Group Home and Auto Insurance, EAP, Short Term Disability, Life Insurance, Education Discounts, 401k w/ matching, and Entertainment Discounts. Note: Please inquire with the Human Resources team for benefit offerings per role as regular positions that routinely are under 30 hours/week may have a different benefit offering.

About SPS

SPS is a global workplace solutions and business transformation company operating in more than 20 countries. Across North America, we help clients enhance workplace experiences and business operations through services including workplace support, physical and digital mailroom solutions, intelligent document processing, reception and concierge services, and other business support offerings.

Our clients include leading organizations across banking, insurance, legal, higher education, professional services, and many Fortune 500 companies.

At SPS we embrace the uniqueness of our employees and are committed to the fair and equal treatment of all people, applicants, and employees by promoting a culture of access, inclusion, equity and diversity.

SPS provides equal employment opportunities (EEO) to all employees and applicants without regard to race, color, religion, sex, sexual and reproductive health choices, national origin, age, disability, genetics, military status, gender identity or expression, sexual orientation and/or any other status protected by applicable law.