SENIOR CLIENT SERVICES MANAGER

Job Summary

ESFM is the corporate Integrated Facilities Management (IFM) division of Compass Group USA and a Keystone member of the International WELL Building Institute (IWBI). Rooted in hospitality, ESFM delivers innovative FM solutions that promote safe, healthy, and sustainable environments. Serving clients across Life Sciences, Technology, Oil & Gas, and Manufacturing, ESFM self-performs 80% of all IFM services, ensuring consistent, high-quality workplace experiences.

Key Responsibilities

Ensure all preventive maintenance (PM) work is scheduled and completed within the month due.
Strategically manage vendors to meet client KPIs and timelines.

Example: In early/mid-month, review all PMs due for the following month with vendors (e.g., USG) to ensure completion schedules are set by the third week of the current month.

Ensure all reactive and repair work orders are completed within the defined SLA by priority level (urgent, emergency, etc.).
Drive clear vendor communication and accountability to meet these timelines.
Identify gaps in service partner coverage and collaborate with Procurement to source and onboard qualified vendors.
Partner cross-functionally with Finance, Accounting, IT, and Procurement to support operational needs and ensure timely resolution of issues.

Communication Standards

Responsiveness: Acknowledge all client and stakeholder inquiries within 24 hours, even if a full resolution is pending.
Resolution: Provide meaningful, complete responses to all inquiries within 48 hours, unless vendor input is required.
Vendor-Dependent Requests: Manage vendor communications to achieve 48-hour turnaround wherever feasible.

Quotes:

Acknowledge all quote requests within 24 hours, confirming a 5-business-day turnaround (or adjusted if a site visit is required).
Ensure vendors provide quotes within 72 hours of request; send finalized quotes to clients within 5 business days of vendor receipt or site visit.
Track clients needing portal access or refresher training, and coordinate with appropriate teams for follow-up sessions.

Qualifications

Bachelor’s degree in Business Administration, Facilities Management, or related field preferred.

5+ years of experience in client service delivery, facilities management, or vendor operations; experience within IFM or service-based environments strongly preferred.

2+ years of people leadership experience with proven success managing remote or hybrid teams.

Strong vendor management and negotiation skills.

Excellent written and verbal communication abilities; capable of setting and enforcing clear expectations.

Advanced proficiency in Excel; experience with Poly, Corrigo, Smartsheet, or similar work order systems preferred.

Demonstrated ability to manage multiple priorities, tight deadlines, and cross-functional collaboration.

Performance Metrics

Service Delivery: 98% of all PMs and reactive work completed on time.

Client Communication: 100% of inquiries acknowledged within 24 hours; 95% resolved within 48 hours.

Quote Turnaround: 100% acknowledgment within 24 hours; 95% issued to client within 5 business days.

Team Management: Daily meetings held; SLA tracking and KPI adherence documented.

Client Satisfaction: 98% resolution success rate for escalations.