Client Relations Manager

Job Description

The Client Relations Manager at Opensity Solutions plays a pivotal role in client relationship management, operational leadership, service delivery oversight, and financial performance within assigned accounts. This position is responsible for ensuring exceptional client satisfaction, retention, and day-to-day operational excellence across one or more client sites. Managing a team of up to 25 employees, the Client Relations Manager serves as a key client-facing leader who delivers effective solutions, drives accountability, and ensures alignment between client expectations and service delivery.

This role is ideal for an analytical, tech-savvy leader who uses data to run the account, turning service metrics into insight for client leadership and continually raising the service standard.

Roles & Responsibilities

• Manage day-to-day client relationships and serve as the primary operational point of contact for assigned accounts

• Oversee service delivery performance across one or more client sites to ensure quality, consistency, and SLA compliance

• Lead and manage a team of up to 25 employees, including supervisors and frontline staff

• Drive operational efficiency and ensure alignment with client expectations and contractual requirements

• Monitor key performance indicators (KPIs), service levels, and operational metrics for assigned accounts
• Build and maintain dashboards and reporting (Excel, Power BI or similar) that translate service, occupancy and ticket data into actionable insights
• Use workplace technology (ticketing, room booking, visitor management and package tracking) to improve service delivery and the employee experience
• Establish processes, SOPs and service standards for new sites and newly renovated workplaces

• Partner with internal teams (Delivery, HR, Finance, Sales, and Operations) to resolve client and service issues

• Support account growth initiatives through identification of expansion opportunities and service enhancements

• Conduct regular client meetings and business reviews to report performance and address concerns

• Ensure financial accountability within assigned accounts, including labor, budget adherence, and profitability

• Address and resolve escalated client issues in a timely and effective manner

• Support onboarding of new clients and transitions in collaboration with cross-functional teams

• Maintain accurate documentation of client activities, performance data, and operational updates

• Provide coaching, development, and performance management for assigned team members

• Contribute to continuous improvement initiatives across service delivery processes

• Uphold Opensity Solutions' core values in all client and team interactions

Knowledge, Skills & Attributes

• Highly analytical, with advanced Excel skills and experience with data visualization tools (Power BI, Tableau or similar)
• Tech-savvy and quick to adopt new systems and workplace platforms
• Hospitality mindset with a proactive executive presence
• Strong client relationship management and service delivery leadership skills

• Proven ability to manage and develop mid-sized operational teams

• Strong understanding of operational workflows, workforce management, and service execution

• Ability to monitor and manage KPIs, SLAs, and performance metrics

• Strong communication and interpersonal skills with client-facing experience

• Financial awareness including budgeting, labor management, and account profitability

• Problem-solving and conflict resolution skills in high-pressure environments

• Ability to coordinate across multiple internal departments and stakeholders

• Strong organizational skills and attention to operational detail

• Ability to drive accountability and performance within teams

• Customer-focused mindset with commitment to service excellence

• Ability to manage multiple priorities in a fast-paced environment

QUALIFICATIONS:

Education:
Bachelor's degree in Business Administration, Management, Operations, Hospitality or a related field preferred, or equivalent experience.

Experience:
5-8+ years of experience in client services, workplace or hospitality operations, account management or service delivery; experience managing teams in a client-facing environment strongly preferred. Pharmaceutical, life sciences or corporate campus experience a plus.

Compensation

The Compensation is $125,000 USD per year. Actual compensation within that range will be dependent upon the individual's location, skills, experience and qualifications.

All eligible employees receive access to a comprehensive benefits package, including:

Medical insurance

Dental insurance

Vision insurance

401(k) retirement plan

Paid Time Off (PTO)

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