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Facilities Client Manager
Job in
Marietta, Cobb County, Georgia, 30064, USA
Listed on 2026-01-17
Listing for:
RBJK Marketing LLC
Full Time
position Listed on 2026-01-17
Job specializations:
-
Management
Client Relationship Manager, Operations Manager
Job Description & How to Apply Below
Benefits:
- 401(k) matching
- Bonus based on performance
- Company parties
- Competitive salary
- Dental insurance
- Training & development
- Vision insurance
The Customer Experience Manager (CEM) 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 customer engagement, resolve issues efficiently, 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 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.
- Bachelor’s degree in Business and / or 2+ years of Facilities Management, or related field.
- 5+ 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.
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).
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