Client Relationship Manager

Job Summary:The Regional Client Relations Manager will oversee the Mobile Associate Program in Chicago, focusing on leading one-person accounts and providing support during peak times. This role also ensures operational efficiency by managing client relationships, coordinating onsite staff, and updating operational guides and data collection processes. Flexibility is essential, as some call-outs may start as early as 6 a.m.Key Responsibilities:Client and Operational Management:Act as the daily liaison between the client and Forrest Solutions, ensuring smooth operational management and 100% client satisfaction.Oversee all service lines to ensure they meet Forrest Solutions' Standard Operating Procedures.Ensure timely and effective responses to client inquiries and issue resolutions.Maintain an adequate staff level with qualified, motivated, and trained personnel.Manage and update the Site Operations Manual, ensuring all documents are current and reflect site-specific needs.Partner with clients through regular operational meetings, industry standards, and performance reporting.Monitor key performance indicators (KPIs) and manage Service Level Agreement (SLA) requirements to ensure client expectations are met.Staff and Leadership Management:Lead staff development through training, cross-training initiatives, and ongoing associate development.Supervise staffing decisions, including interviewing, hiring, mentoring, performance management, and employee retention.Foster a cooperative working environment to maximize productivity and morale.Manage associate time, attendance, dress code, and policies; ensure accurate scheduling and coverage.Partner with People Solutions to manage associate-related issues, salary planning, promotions, and terminations.Client Relations and Business Development:Provide cost-saving and service enhancement proposals to clients, ensuring satisfaction and continuous service improvement.Conduct client satisfaction surveys to evaluate service levels and identify areas for improvement.Manage invoice/billing communications between Forrest Solutions and the client.Ensure the site is "tour ready," with proper signage, communication boards, and overall organization.Evaluate and implement best practices in services, staffing, and technology to improve operations regularly.General Responsibilities:Participate in Forrest Solutions management meetings to provide feedback and discuss operational challenges.Collaborate with teams to set short- and long-term goals that ensure client satisfaction and operational success.Ensure the communication board/binders are up to date with accurate information.Maintain confidentiality and security of client data and sensitive information at all times.Qualifications:Bachelor's degree required or equivalent experience in a related field.3-5+ years of management experience, preferably in a high-performance service environment.Strong leadership and people management skills; proven ability to assess performance, mentor associates, and resolve issues effectively.Excellent verbal and written communication skills.Ability to work under time constraints and adapt to a flexible, fast-paced, and constantly changing environment.Effective time management and conflict resolution skills.Proficient in Microsoft Office Suite (Word, Excel, PowerPoint, etc.).Excellent attention to detail with the ability to think quickly and manage multiple priorities under pressure.Ability to analyze, strategize, and resolve problems using good judgment.Ability to maintain confidentiality and security of client information.Displays a positive, professional, and approachable demeanor at all times.Additional Requirements:Must be able to work with flexibility, including occasional early call-outs (6 a.m.).Must be able to travel as required and accommodate varying work schedules.

Created: 2025-02-22