Client Relations Specialist

Jan 5, 2026

Overview

Job Title: Client Relations Lead
Reports To: Director of Operations
FLSA: Exempt
Updated: 1-5-2026

Summary:

The Client Relations Lead plays a critical role in connecting internal teams and clients, ensuring strong, trusted partnerships and consistent delivery of exceptional service. This role provides leadership to the Client Relations Specialists, sets strategic direction for client management, and upholds the highest standards of client experience, accountability, and satisfaction across the portfolio.

Duties and Responsibilities:

Lead, coach, and support the Client Relations Specialist team, including performance management, ongoing feedback, and formal evaluations.
Establish and execute departmental goals, standards, and processes that align with company objectives and evolving client needs.
Foster a positive, collaborative team culture that promotes growth, accountability, and excellence in client service.
Serve as a primary point of contact for key clients, building trusted, long-term relationships through proactive communication and partnership.
Strategically manage vendor and facility relationships on behalf of clients, ensuring expectations are consistently met or exceeded.
Monitor the performance of assigned facilities and assess the effectiveness of client management strategies, adjusting as needed to drive results.
Oversee the development, accuracy, and timely delivery of facility and portfolio reporting, ensuring data integrity and actionable insights.
Ensure clear communication, follow-through, and accountability across departments for initiatives and tasks related to assigned facilities.
Analyze departmental and portfolio data to inform strategic decisions and provide meaningful insights to the executive team.
Drive client retention, renewals, and satisfaction through proactive engagement, problem-solving, and continuous improvement initiatives.
Oversee the training, development, and onboarding of Client Relations team members to ensure skill growth and consistent service delivery.
Identify and implement training programs and tools that enhance team performance and elevate the client experience.
Act as a liaison for company initiatives, collaborating with cross-functional teams to ensure alignment and successful execution.
Participate in weekly meetings, providing updates on client relations performance, challenges, and wins.
Perform additional duties as assigned by the Director of Operations.

Lead Responsibilities:

Directly leads and develops the Client Relations team, ensuring performance, engagement, and alignment with organizational goals. Oversees training, workload planning, and day-to-day execution while providing coaching, feedback, and performance evaluations. Addresses employee concerns and performance issues thoughtfully and consistently, partnering with Human Resources to ensure compliance with company policies and applicable employment laws.

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.

Computer Skills:

To perform this role successfully, an individual must be proficient in standard business software, including word processing and spreadsheet applications (e.g., Microsoft Word and Excel), and have working knowledge of storEDGE and Paychex. The ideal candidate is adaptable and comfortable learning new platforms and technologies as the organization continues to evolve.

Education/Experience:

High school diploma or GED required, with three to five years of experience in client relations or account management, including demonstrated leadership experience, or an equivalent combination of education and relevant experience.