Compass Group
SENIOR CLIENT SERVICES MANAGER
Compass Group, Charlotte, North Carolina, United States, 28245
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. Apply and Benefits
ESFM is a member of Compass Group USA. Applications are accepted on an ongoing basis. Eurest Services maintains a drug-free workplace. Associates at ESFM are offered many benefits, including Medical, Dental, Vision, Life Insurance/AD, Disability Insurance, Retirement Plan, Paid Time Off, Holiday Time Off (varies by site/state), Associate Shopping Program, Health and Wellness Programs, Discount Marketplace, Identity Theft Protection, Pet Insurance, Commuter Benefits, Employee Assistance Program, Flexible Spending Accounts (FSAs), Paid Parental Leave, and Personal Leave. Associates may also be eligible for paid and/or unpaid time off benefits in accordance with applicable federal, state, and local laws. For positions in Washington State, Maryland, or to be performed Remotely, information about paid time off benefits can be found via the online resource. Req ID: 1470084 ESFM Brandy Wilson Equal opportunity employer statement: Compass Group is an equal opportunity employer. We are committed to treating all Applicants and Associates fairly based on their abilities, achievements, and experience without regard to race, national origin, sex, age, disability, veteran status, sexual orientation, gender identity, or any other classification protected by law. We will consider for employment all qualified applicants, including those with a criminal history, in a manner consistent with all applicable federal, state, and local laws including Fair Chance Initiatives.
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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. Apply and Benefits
ESFM is a member of Compass Group USA. Applications are accepted on an ongoing basis. Eurest Services maintains a drug-free workplace. Associates at ESFM are offered many benefits, including Medical, Dental, Vision, Life Insurance/AD, Disability Insurance, Retirement Plan, Paid Time Off, Holiday Time Off (varies by site/state), Associate Shopping Program, Health and Wellness Programs, Discount Marketplace, Identity Theft Protection, Pet Insurance, Commuter Benefits, Employee Assistance Program, Flexible Spending Accounts (FSAs), Paid Parental Leave, and Personal Leave. Associates may also be eligible for paid and/or unpaid time off benefits in accordance with applicable federal, state, and local laws. For positions in Washington State, Maryland, or to be performed Remotely, information about paid time off benefits can be found via the online resource. Req ID: 1470084 ESFM Brandy Wilson Equal opportunity employer statement: Compass Group is an equal opportunity employer. We are committed to treating all Applicants and Associates fairly based on their abilities, achievements, and experience without regard to race, national origin, sex, age, disability, veteran status, sexual orientation, gender identity, or any other classification protected by law. We will consider for employment all qualified applicants, including those with a criminal history, in a manner consistent with all applicable federal, state, and local laws including Fair Chance Initiatives.
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