Client Success Manager

Overview:

The Client Success Manager plays a pivotal role in ensuring exceptional service delivery and satisfaction across all client touchpoints in our facilities maintenance operations. This role is responsible for designing and implementing strategies to enhance client engagement, resolve issues efficiently, drive growth, and foster long-term client relationships. The ideal candidate will have a strong background in customer service, process improvement, and facilities management.

Key Responsibilities:

• Serve as the primary point of contact for key clients, ensuring their needs are met with professionalism and urgency.
• Conduct regular check-ins and facilities condition assessments to proactively address concerns.
• Monitor service delivery performance across maintenance teams and vendors.
• Collaborate with operations to ensure timely resolution of service issues and adherence to SLAs.
• Analyze customer feedback and service data to identify trends, growth opportunities, and areas for improvement.
• Develop and implement customer experience initiatives that align with business goals.
• Work closely with account managers, dispatch teams, and field technicians to ensure a unified customer experience.
• Generate reports on customer satisfaction, service performance, and issue resolution metrics.
• Present insights and recommendations to senior leadership.

Qualifications:

• Bachelor’s degree in Business or a related field (or 2+ years of Facilities Management experience in lieu of a degree).
• 3+ years of experience in customer service or client management, preferably in facilities maintenance or a service-based industry.
• Strong communication, problem-solving, and interpersonal skills.
• Experience with CRM systems and service management platforms.
• Ability to manage multiple priorities in a fast-paced environment.

Preferred Skills:

• Knowledge of facilities maintenance operations (e.g., HVAC, janitorial, electrical, plumbing).
• Familiarity with KPIs such as First-Time Fix Rate, Response Time, and Customer Satisfaction Score (CSAT).
• Familiarity Corrigo or similar work order management systems

Location: On-Site in Marietta, GA

Note: Due to the nature of this role, one must successfully pass a criminal background check, drug screen, and MVR check. 

  WHO WE ARE:

Empower Brands was founded in 2022 as a product of the integration of Lynx Franchising and Outdoor Living Brands. Empower encompasses ten industry-leading brands across commercial and residential services: JAN-PRO, FRSTeam, Archadeck Outdoor Living, Outdoor Lighting Perspectives (OLP), Conserva Irrigation, Koala Insulation, Wallaby Windows, Superior Fence and Rail, Bumble Roofing and Canopy Lawn Care. Empower is dedicated to providing its customers with the highest quality products and services in the commercial and home services industry while simultaneously delivering its franchise owners committed personal support, tools and empowerment to pursue their own success. Empower Brands is a portfolio company of MidOcean Partners, a leading private equity firm with an excellent track record investing in successful, growth-focused franchise businesses. For more about Empower Brands, visit the company’s new website at EmpowerFranchising.com.   Note: 

This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbents will possess the skills, aptitudes, and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities. This document does not create an employment contract, implied or otherwise, other than an “at will” relationship.  
Empower Brands is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.

This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. Empower Brands makes hiring decisions based solely on qualifications, merit, and business needs at the time.