Client Experience Manager at ABM

DescriptionABMis hiring a Manager of Client Experience for Commercial Real Estateto execute advise and manage quality compliance and governance programs to ensure that ABMs services and associated operational processes are consistent for our multi-location Commercial Real Estate Clients (CRE) established standards. The MCE role includes but is not limited to executing and ensuring ABMs operational processes procedures and systems administering strong governance and facilitating reporting and quality control mechanisms. Lastly the MCE role is responsible for ensuring their client or portfolio of clients has a positive and successful experience along their journey with ABM ultimately facilitating improved client retention and growth opportunities.S&M Pay Transparency/Benefits:Compensation:$115000 annual salary (US Dollars)The pay listed is the salary range for this position. Any specific offer will vary based on the successful applicants education experience skills abilities geographic location and alignment with market data. You may be eligible to participate in a Company incentive or bonus programBenefits:ABM offers a comprehensive benefits package. For information about ABMs benefits visitABM 2025 Employee Benefits Staff & ManagementResponsibilities:Serve as the compliance and governance facilitator for ABM services ensuring quality assurance standardized processes business process improvement programs metrics innovations outcomes are met for ABMs multi-location CRE clientsPartner and build relationships with key ABM Operations and Strategic Account Management stakeholders to ensure high levels of client satisfaction positive client experiences laying the foundation for continued growth and partnerships.Administer the processes in place and execute system-wide changes as required by client requests SOWs client complaints and KPIs resulting from internal and external audits.Identify and complete validation activities associated with strategic client compliance strategic client governance and operational excellence at the point of service.Utilize ABM systems and processes to engage clients and solicit feedback on quality and delivery of servicesConduct Client Business Reviews reporting on metrics and outcomes as directed by the VPCE or DCE and on behalf of the ClientEnsure all standardization programs have been set and are being utilizedDrive above contract services (TAG) and cross selling (solve one more)Coordinate all billing and accounting requirements relative to the Client and in conjunction with ABMs standardsReview and approve monthly contractual billingMonitors the accounts receivable activity of the account ensuring accuracy and timelinessPartner with ABM field operations to mitigate and resolve client issuesProactively identify innovation opportunities to improve operational efficiency/service deliveryContribute to the development and execution of account-based playbooksEnsure proactive service delivery through predictive analytics driven by internal and external systems that produce leading/lagging indicators of performanceLiaise between ABM field Operations and ABM Clients to ensure compliance KPIs outcomes and standards are being metRequirements:Bachelors Degree and/or equivalent work experience.4 years of experience in supporting/overseeing multiple client relationshipsExperience with enterprise software solutions CRM and large complex organizationsAbility to engage clients and lead/support client business reviews client presentations and client retention initiativesAbility to build relationships with key stakeholders to ensure high levels of satisfaction and lay the foundation for continued growth and partnership.Demonstrate a professional and adaptable demeanor with internal and external clientsExcellent verbal written communication skills and interpersonal skills with the ability to engage at all levels of the organizationExhibit high energy level & demonstrate ability to work as a valuable contributor to the teamMust be a highly motivated candidate with the ability to work independently in a highly fluid environmentWillingness to stay well-informed of market trends regulations and best practice specifically in the CRE spaceGeneral understanding of accounts receivable processes profit and loss statements and general knowledge of financialsMust be able to work with Microsoft suite of products such as PowerPoint PBI Excel Outlook Word Teams and OneNoteProven ability to collaborate in a dynamic diverse environmentRequired Experience:Manager Key Skills Customer Service,Client Expectations,Client Requirements,Client Support,Action Plans,Issue Resolution,Account Management,Client Relationships,Service Delivery,Client Service,Client Satisfaction,Client Management,Procedures,Service Level Agreements,New Clients Employment Type : Full-Time Experience: years Vacancy: 1