Director of Client Services

C&W Services; Atlanta (GA); On-site; USD 90,000 - 120,000; Full time

Job summary

A facilities management company is seeking a Director of Client Services for their Education Portfolio in the Greater Atlanta area. This leadership role involves overseeing multiple higher-education facilities, managing operations and service quality, and ensuring client satisfaction. Responsibilities include financial management, business development, and team building. The ideal candidate will have over 7 years of experience in facility services, a strong understanding of P&L, and proven client-facing leadership skills.

Qualifications

• 7–10+ years in 3rd-party facility services leadership with multi-account responsibility.
• Experience in higher education facilities covering hard and soft services.
• Strong financial management skills including budgeting and forecasting.

Responsibilities

• Lead multi-campus facilities management for higher education services.
• Build annual Portfolio Business Plan covering various financial aspects.
• Oversee adherence to client and company policies.

Skills

Leadership in facility services

P&L ownership

Client-facing leadership

Safety leadership

People management

Financial acumen

Education

Bachelor's degree in Facilities/Engineering, Business, or related field

Tools

CMMS/asset management platforms

BI dashboards

Job description

The Director of Client Services – Education Portfolio leads a multi-account portfolio of higher-education facilities services in the Greater Atlanta area. This role directs Operations and Facility Managers across multiple campuses to deliver integrated hard services (MEP/building maintenance, HVAC/electrical/plumbing, energy/asset management) and soft services (custodial/EVS, grounds/landscaping, office services). The Director owns portfolio-level P&L, drives client advocacy and growth in partnership with Business Development, and collaborates with Finance, HR, Safety, and other functional partners to achieve service, financial, and customer outcomes.

Responsibilities

• Own day-to-day performance for a multi-campus portfolio in higher education; set strategy and give direction to Facilities Management staff (Building Maintenance/MEP, Custodial, Office Services, Grounds/Landscaping).
• Build and present an annual Portfolio Business Plan covering revenue, retention/upsell, service innovation, staffing, capital/opex, risk, and technology adoption (CMMS/IoT, dashboards).
• Monitor portfolio productivity and SLA achievement; conduct routine campus inspections and operational audits; lead corrective action plans.
• Ensure adherence to company and client policies (compliance, risk, EHS, union agreements as applicable).
• Utilize key technology applications (e.g., CMMS/asset management, workforce management, BI dashboards) to drive data-guided decision-making and transparency.

Client Advocacy & Business Development

• Serve as customer advocate for the Education segment—lead executive reviews, satisfaction assessments, and roadmap sessions across campus stakeholders (Facilities, Finance, Housing/Residence Life, Athletics, Research).
• Partner with Business Development on retention and expansion: pipeline reviews, solution design, pricing/costing inputs, and executive presentations for bid/re-bid proposals.
• Source referrals and market intelligence within the Greater Atlanta higher-ed community; support regional marketing/brand activities consistent with company identity.
• Own the portfolio P&L; run monthly financial cadence (dashboard, variance, AR, forecast) and implement margin/working-capital improvements.
• Prepare/evaluate monthly, quarterly, and annual budgets; present strategies and follow-up results to senior leadership.
• Review engineering/costing models and life-cycle analyses for new/expanded scope (MEP, capital projects, energy programs).

Human Resources (Team Building & Succession)

• Recruit, select, and develop Operations/Facility Managers and Area Managers in partnership with HR; build bench strength and succession plans for the portfolio.
• Lead performance management (goals, reviews, development plans); maintain contingency plans for new accounts, growth, and attrition.
• Ensure compliance with Federal/State and Company guidelines for hiring and workforce practices; support labor-relations matters where applicable.

Safety (Culture & Outcomes)

• Champion a culture of safety across all campuses; implement portfolio EHS programs, training, and review boards; track leading/lagging indicators.
• Oversee Workers’ Compensation activity and risk mitigation in partnership with Corporate Safety/Risk.

Other

• Execute special assignments and strategic initiatives at the VP’s direction.
• Represent the Education business in local industry forums and campus partner meetings.

Required Qualifications

• 7–10+ years of leadership in 3rd-party facility services (outsourced FM/IFM), with direct accountability for a portfolio of multiple accounts (multi-campus or multi-site); single-account leadership alone is not sufficient.
• Higher-education facilities experience spanning hard and soft services (e.g., MEP/building maintenance/HVAC/electrical/plumbing/asset & energy management; custodial/EVS; grounds/landscaping; office services). Food/dining services experience will not be considered.
• Demonstrated P&L ownership and financial acumen: budgeting, forecasting, AR, margin improvement, cost modeling.
• Proven client-facing leadership: executive reviews, service roadmap creation, upsell/retention, proposal participation.
• Strong people leadership: hiring, coaching, performance management, succession planning for operations teams.
• Safety leadership across multiple sites: program deployment, training, incident prevention/response.
• Based in the Greater Atlanta area with ability to travel locally across metro campuses (and occasional regional travel as needed).

Preferred

• Bachelor’s degree (Facilities/Engineering, Business, or related field) or equivalent experience.
• Certifications: IFMA CFM, APPA CEFP, OSHA 30, LEED credential, or similar.
• Experience with CMMS/asset platforms (e.g., Maximo, TMA, eMaint, Corrigo), workforce/quality tools, and BI dashboards.
• Exposure to union environments and labor-relations processes in custodial/maintenance contexts.

Seniority level

• Director

Employment type

• Full-time

Job function

• Business Development and Management

Industries

• Facilities Services