Client Services Manager

FIVE Labs – Client Services Manager

Job Description

Position Summary

The Client Services Manager (CS Manager) is the face of FIVE Labs and plays a critical role in creating an exceptional client and guest experience across all events, trainings, and daily operations. This position works directly with clients in the planning phase through execution of complex bioskills/lab programs. Clients include major medical device companies, meeting planners and clinical professionals. In addition, the CS Manager oversees hospitality, facility presentation, and front-end workflow to ensure every visitor receives a world-class, professional, and welcoming interaction consistent with FIVE Labs mission.

The CS Manager works closely with Lab Operations, Sales/Client Success, and the Facilities team to ensure smooth event execution, proactive communication, and a seamless experience from arrival to departure.

Key Responsibilities

Guest Experience & Reception

• Serve as the primary point of contact for all guests, clients, faculty, and vendors upon arrival.
• Manage check-in processes, waiver collection, credentialing, and guest flow.
• Provide warm, professional hospitality and ensure all guests feel welcomed and supported.
• Maintain a polished reception area and front-of-house environment at all times.

Event & Lab Support

• Coordinate front-end logistics for events including signage, lobby layouts, catering setup, refreshment stations, and lounge areas.
• Communicate real-time updates to Lab Managers and event leads to ensure smooth transitions between sessions.
• Assist with audio/visual coordination, vendor arrival, and wayfinding.
• Support event timelines by directing guests and faculty to proper rooms and maintaining schedule flow.

Hospitality & Client Services

• Manage catering delivery, set-up, presentation, and cleanup to FIVE Labs standards.
• Maintain stock of beverages, snacks, coffee, and hospitality supplies using FIFO rotation practices.
• Respond quickly and professionally to client requests, questions, and special needs.
• Ensure all public spaces are clean, organized, and guest-ready throughout the day.

Administrative & Operational Duties

• Manage general inbox communications, and route inquiries to the appropriate internal team members.
• Assist Sales/Client Experience teams with event confirmations, calendar updates, and on-site support.
• Oversee front-of-house supply ordering, inventory tracking, and vendor relationships.
• Maintain visitor logs, incident reports, and compliance-related documentation as required.

Facility Appearance & Standards

• Perform routine inspections of lobby, corridors, restrooms, and meeting areas to ensure cleanliness and readiness.
• Coordinate with custodial and facilities staff for timely cleaning, restocking, and issue resolution.
• Uphold cleanliness, safety, and presentation standards aligned with FIVE Labs’ brand and regulatory expectations.

Required Skills & Qualifications

• 2+ years experience in hospitality, medical education, event coordination, or customer-facing operations.
• Strong communication skills with a calm, friendly, and professional demeanor.
• Ability to multitask, prioritize, and manage fast-paced event environments.
• High attention to detail, especially regarding presentation, cleanliness, and timing.
• Comfortable using scheduling systems, email communication, and basic office software.
• Ability to stand for extended periods and assist with moderate physical tasks (lifting up to 50 lbs).

Preferred Qualifications

• Experience in a medical education, bioskills, training center, or event venue environment.
• Familiarity with AV systems, event logistics, and vendor management.
• Experience supporting VIP clients, surgeons, and healthcare company teams.

Work Environment

• This position requires weekend, early-morning, or evening availability depending on scheduled labs and events.
• CS Manager will interact with clients, faculty, vendors, and internal teammates throughout the day.
• Professional appearance and adherence to FIVE Labs dress/hospitality standards required.