Client Operations & Growth Manager

City Wide Facility Solutions; Morristown (TN); Presencial; USD 50.000 - 55.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Base salary

Uncapped commission

First-year earnings

Fuel reimbursement

Medical/dental/vision

PTO

401K match

Team building

Descripción de la vacante

City Wide Facility Solutions is seeking a Client Operations & Growth Manager to own a defined portfolio of commercial clients in East Knoxville and the Tri-Cities. You will protect and grow recurring revenue, build executive-level relationships, and solve service problems with urgency, delivering measurable results.

You will lead service providers, drive upsell opportunities, and ensure exceptional client experience from onboarding through ongoing delivery.

Formación

• 3+ years in B2B account management, operations, or facility services
• Proven track record of retaining clients and growing revenue within existing accounts
• Comfort discussing pricing, contracts, and growth opportunities with decision-makers
• Ability to lead without direct authority and coordinate multiple stakeholders
• Strong organization, judgment, and communication skills
• Willingness to travel within East Knoxville and the Tri-Cities

Responsabilidades

• Build trusted relationships with client decision-makers and become their go-to resource for facility-service needs
• Own the client experience from onboarding through service delivery, issue resolution, retention, and expansion
• Conduct regular site visits and inspections to ensure service quality
• Identify opportunities to expand services within accounts and coordinate pricing and delivery
• Lead and manage service partners, independents, and night managers for quality and coverage
• Maintain accurate CRM records and tracking of revenue opportunities
• Drive accountability and urgency in resolving client issues

Conocimientos

B2B account management

Operations leadership

CRM systems

Client relationship building

Problem solving

Sales and upselling

Field visits

Communication

Educación

Bachelor's degree (preferred)

Herramientas

CRM platforms

Microsoft Office

Descripción del empleo

Territory: East Knoxville to the Tri-Cities | Reports to: Director of Operations

Compensation: $50,000-$55,000 base salary + uncapped performance commission

Target first-year earnings: $85,000-$100,000

This is not a typical account-manager job. We are looking for a driven, commercially minded leader who wants to own results—not merely manage a list of clients.

As a Client Operations & Growth Manager, you will take responsibility for a defined portfolio of commercial clients and run it like a business within our business. You will protect and grow recurring revenue, build trusted executive-level client relationships, solve operational problems quickly, lead service-provider performance, and uncover new revenue opportunities across each account.

Your mission is clear: deliver an exceptional client experience, retain every account possible, grow the revenue in your book of business, and build the leadership skills required to advance into a Director of Operations role.

This role is ideal for someone who is energized by accountability. Someone who sees a service failure as their problem to solve. Someone who enjoys being in the field, building relationships, improving teams, winning additional business, and being paid for measurable results.

If you want a desk-only customer-service role or a position with narrow responsibilities, this is probably not the right opportunity. If you want real ownership, income upside, operational leadership experience, and a clear path to larger responsibility, we want to meet you.

What you will own

• Build trusted relationships with client decision-makers and become their go-to resource for facility-service needs
• Own the client experience from onboarding through ongoing service delivery, issue resolution, retention, and account expansion
• Conduct regular site visits and quality-control inspections to ensure our services meet or exceed client expectations
• Anticipate issues before they become complaints, communicate proactively, and drive problems to resolution
• Lead and hold service partners, Independent Contractors, and Night Managers accountable for quality, responsiveness, staffing, coverage, and compliance
• Coordinate successful launches of new accounts, including staffing, schedules, supplies, access, client expectations, inspections, and follow-up
• Identify opportunities to expand services within existing accounts, including floor care, carpet cleaning, window cleaning, pressure washing, landscaping, parking-lot services, and other facility solutions
• Own the sales process for additional services within your portfolio: identify the need, create the solution, coordinate pricing, present the value, close the opportunity, and ensure excellent execution
• Maintain accurate CRM records, inspection results, follow-up actions, client history, and revenue opportunities
• Operate with the urgency, communication, and judgment expected of a future operational leader

How you will win

This is a performance-oriented role. We will measure success by the business outcomes you create, including:

• Client retention and renewal performance
• Client satisfaction and responsiveness
• Portfolio revenue growth
• Additional-service and Other Services revenue
• Quality-control results and service stability
• Timely resolution of client concerns
• Strong contractor and vendor performance
• Successful onboarding and stabilization of new accounts
• Consistent field activity, follow-through, and CRM discipline

The right person will not wait to be told what needs attention. They will see the issue, take ownership, mobilize the right people, communicate clearly, and make sure the client sees the result.

Field expectations

This is a field-based leadership role. You will regularly visit commercial client facilities throughout East Knoxville and the Tri-Cities.

Most work occurs during normal business hours. However, exceptional client service sometimes requires flexibility for early mornings, evenings, weekends, new-account launches, urgent service needs, and special projects.

Our values

Genuine. Customer Driven. Responsive. Adaptable. Tenacious.

Our mission is to glorify God by creating a Ripple Effect that positively impacts the people and communities we serve.

Requirements

Who will excel here

• At least 3 years of success in B2B account management, operations, territory management, facility services, outsourced services, property services, or another relationship-driven service business
• A demonstrated record of retaining clients, resolving high-stakes service issues, and growing revenue within existing accounts
• Strong commercial instincts and comfort discussing service performance, pricing, contracts, and growth opportunities with business decision-makers
• The ability to lead without direct authority by setting expectations, creating accountability, and following through with vendors, contractors, and internal teams
• Excellent organization, judgment, communication, and attention to detail
• A high level of urgency, professionalism, and personal ownership
• Comfort managing multiple priorities while remaining calm and decisive when service issues arise
• Proficiency with Microsoft Office and CRM systems
• A valid driver's license, reliable transportation, and the ability to travel throughout East Knoxville and the Tri-Cities
• A high school diploma or equivalent; a bachelor's degree is preferred but not required

Experience in commercial cleaning, facility management, route-based services, property services, subcontractor management, or multi-site operations is strongly preferred. However, we care most about your ability to lead clients, solve problems, grow revenue, and own outcomes.

Benefits

• $50,000-$55,000 guaranteed base salary
• Uncapped commission tied to account retention and growth
• Expected first-year total earnings of $85,000-$100,000
• Fuel reimbursement
• Medical/Dental/Vision and supplemental benefits available after introductory period
• PTO
• 401K plan with company match
• Team building activities