• Serve as the primary point of contact for assigned client accounts • Build trusted relationships with property managers, office managers, business owners, and facilities teams. • Conduct regular check-ins to assess satisfaction, changing needs, and upcoming risks. • Ensure clients feel heard, informed, and confident in our service delivery. • Lead post-sale onboarding for new clients • Coordinate internally to ensure: - Scope of work is clearly understood - Cleaning schedules are accurate - Site-specific requirements are documented • Conduct or coordinate initial walkthroughs and kickoff meetings • Oversee smooth transitions for new accounts, scope changes, or takeovers from prior vendors • Proactively monitor service quality through: - Client feedback - Site inspections - QA reports • Own all client issues from first notice through resolution • Coordinate with Operations Managers and Supervisors to: - Identify root causes - Implement corrective actions - Prevent recurrence • Communicate clearly and professionally with clients during service disruptions • Maintain account health dashboards (complaints, inspections, missed services, escalations) • Identify at-risk accounts early and implement retention plans • Lead renewal conversations in partnership with sales or leadership • Support price increases and contract amendments with clear value communication • Track churn reasons and surface insights to leadership • Identify opportunities for: - Additional services (deep cleans, floor care, disinfection, post-construction, etc.) - Increased frequency or expanded scope • Partner with sales to scope, price, and close expansions • Ensure upsold services are operationally feasible and successfully delivered • Act as the voice of the client internally • Collaborate closely with: - Operations Managers - Scheduling & staffing teams - Quality assurance teams • Ensure client expectations align with operational realities • Escalate systemic issues and contribute to process improvements • Maintain accurate client records in CRM / client management tools • Document: - Site requirements - Special instructions - Communication history • Prepare regular reports on: - Client satisfaction - Retention risk - Service issues and trends • Conduct client check-in calls and emails • Perform or review site inspections and QA reports • Respond to client emails, calls, and service requests • Coordinate corrective actions with operations teams • Update CRM with notes, issues, and follow-ups • Prepare renewal and escalation summaries • Participate in internal ops and account review meetings • Support onboarding and kickoff for new clients • Track and follow up on open action items