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About the Role

The Client Relations Manager maintains a high quality of services through the management of all service lines, ensuring established standards and procedures are met. This role involves training, motivating, and supervising staff to create a positive workplace experience, and requires a leader who thrives in a fast-paced corporate environment and collaborates effectively across teams.

Responsibilities

• Manages Concierge, Conference Services, Mail & Print Services, and Facilities.
• Ensures all daily activities are executed according to Standard Operating Procedures.
• Creates and maintains Site Operations Manuals and SOPs.
• Reviews metrics collected for all departments for accuracy.
• Provides clients and Director with weekly summary of operational updates.
• Connects with counterparts to share best practices and provide service recovery.
• Solves problems and supports escalations for service lines.
• Acts as a daily support liaison between client and Opensity Solutions.
• Manages day-to-day operational requirements with onsite staff to ensure client satisfaction.
• Ensures all playbooks and documentation are up to date.
• Manages response to requests, inquiries, and issue relations in a timely manner.
• Provides and assists clients to ensure a high level of service and satisfaction.
• Enforces partnership with client through operational meetings, activity reports, and volume reports.
• Evaluates, designs, and introduces new best practices in services, staffing, and technology.
• Identifies key performance indicators and manages all SLA requirements.
• Responsible for staffing decisions, including interviewing, hiring, mentoring, and performance management.
• Fosters and promotes a cooperative working climate, maximizing productivity and employee morale.
• Monitors staff time, attendance, dress code, and policies.
• Coordinates scheduling and time off coverage for onsite operations.
• Partners with People Solutions to manage associate-related issues, policy administration, salary planning, promotions, recruiting, retention, and terminations.
• Works with teams to create short- and long-term goals to ensure client expectations are met.

Requirements

• High School Diploma is a must.
• Previous supervisory experience in a client service-oriented field, preferably in a professional organization providing office services or administrative support.
• Detail oriented with good attention to detail.
• Good verbal and written communication skills.
• Strong initiative required; ability to work independently with minimal direct supervision.
• Ability to lead others in a professional manner.
• Ability to lift or move 40 lbs. or greater.
• Ability to grasp, lift or carry packages on a standard wheeled cart with a load capacity of 75 lbs.
• Ability to walk, bend, kneel, stand or sit for an extended period of time.

Skills

• Microsoft products including MS Word, Excel and Outlook

Location

• Client site

Work Type

• Full-time

Experience Level

• Supervisory experience

Education Level

• High School Diploma
• Bachelor's in business management preferred or any other discipline

Salary/Compensations

• Up to 90,000 USD annually
• May be eligible for an annual bonus

About the Company

• Our mission is to provide modernized technology platforms, elevated technology support, and valuable insights, empowering our clients to excel in what they do best.
• Respect: We believe in treating everyone with dignity, kindness, and empathy. We foster an inclusive culture where diverse perspectives are valued, and mutual respect is the cornerstone of our interactions.
• Accountability: We take ownership of our actions and decisions, acknowledging their impact on our team, the organization, and our clients. We strive for transparency and follow through on our commitments, fostering trust and reliability within our community.
• Collaboration: We understand that working together yields the best results and that our parts are better together. We actively promote teamwork, open communication, and the sharing of ideas. By embracing diverse talents and perspectives, we create a supportive and innovative environment that encourages collective growth and empowerment.

Equal Opportunity

• Opensity is an Equal Opportunity Employer.
• We are committed to providing equal employment opportunities to all applicants and employees and do not discriminate on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, and related medical conditions), sexual orientation, gender identity or expression, national origin, age, disability, genetic information, veteran or military status, or any other characteristic protected by applicable federal, state, or local law.
• Employment decisions at Opensity are based on qualifications, merit, and business needs.
• This policy applies to all aspects of employment, including recruitment, hiring, promotion, compensation, training, discipline, and termination.
• Opensity is committed to providing reasonable accommodations for qualified individuals with disabilities, for pregnancy related conditions, and for sincerely held religious beliefs, in accordance with applicable law.
• We do not tolerate retaliation against individuals who raise concerns or participate in an investigation related to equal employment opportunity.