Associate Client Success Manager

Job Description

Job Description

LPS Associate Client Success Manager

Our Workplace...

Are you GREAT at customer service? We serve some of the biggest names in business.

Would you like to be part of a Mission-focused, Values-driven, high performing team that is recognized for high growth (Charlotte's "Fast 50") and as being one of Charlotte’s “Best Places to Work”?

Overview: LPS continues to achieve a winning mixture of superior customer service, extraordinary teamwork, and exceeding customer expectations. These fuel our high growth and customer loyalty, realized via referrals. We are committed to exemplifying these qualities as we continue our mission to provide EXCEPTIONAL customer service and a GREAT place to work. We are seeking a commercially minded Associate Client Success Manager to support the growth and health of an assigned client portfolio within LPS.

Working in partnership with a Senior Client Success Manager, the Associate CSM will take direct ownership of a defined group of accounts, with a particular focus on underperforming and developing clients . The objective is simple: understand the account, identify what is limiting growth, take action, and move clients toward Successful and Ideal performance levels.

This role combines data analysis, client follow-up, sales execution, forecasting, and account development . The Associate CSM will monitor Work Order trends, maintain QvA follow-up, support the 12-month rolling sales forecast, and identify opportunities to expand clients across LPS’s four lines of business:

• FM Reactive
• FM CapEx
• Recurring Revenue / Preventative Maintenance
• Signage

The Associate CSM is not an administrative support role. It is a developmental commercial role with direct account and Revenue accountability , designed to build the skills required to progress into a Senior CSM position.

Key Responsibilities:

Portfolio Ownership & Client Health

• Own an assigned share of a Senior CSM’s portfolio, with emphasis on Underperforming and Developing accounts .
• Understand each assigned client's Revenue performance, Work Order activity, QvA activity, current services, and growth potential.
• Monitor monthly Client Health trends and identify accounts requiring immediate action.
• Develop clear account actions designed to move clients from Underperforming → Successful → Ideal .
• Escalate material Revenue risks, service issues, and strategic opportunities to the Senior CSM.

Revenue Growth & Cross-Vertical Penetration

• Identify opportunities to expand share of wallet across LPS’s four lines of business: FM Reactive, FM CapEx, Recurring Revenue, and Signage .
• Understand which services each client currently uses and identify the next logical opportunity for penetration.
• Coordinate with Senior CSMs and appropriate LPS teams to introduce additional capabilities.
• Support the transition of accounts toward Successful Client Health ($500K+) and ultimately Ideal status.
• Approach clients as a strategic partner , not simply a service vendor.

QvA Conversion & Follow-Up

• Maintain disciplined follow-up on open QvA opportunities within the assigned portfolio.
• Understand why opportunities remain unawarded and document client feedback.
• Identify pricing, timing, scope, communication, or competitive barriers affecting conversion.
• Escalate opportunities requiring Senior CSM involvement, negotiation, or executive support.
• Help convert qualified opportunities into awarded WIP and Revenue .

Forecasting & Data Analysis

• Monitor the 4-week trailing Work Order trend for assigned accounts and investigate meaningful changes.
• Support and maintain accurate client assumptions within the 12-month rolling sales forecast .
• Analyze Revenue, Work Orders, QvA, Client Health, and cross-vertical penetration to identify trends and opportunities.
• Bring the Senior CSM answers and recommended actions—not simply reports or problems .
• Maintain accurate client notes, opportunities, actions, and follow-up activity within LPS systems.

Client Engagement

• Establish productive relationships with client stakeholders within the assigned portfolio.
• Conduct regular follow-up and account-development conversations.
• Understand the client's business, facilities needs, challenges, priorities, and future plans.
• Communicate LPS’s capabilities holistically and connect client needs to appropriate LPS solutions.
• Partner with the Senior CSM on higher-level client meetings, strategic reviews, escalations, and expansion opportunities.

Success in this role means:

• Underperforming accounts are moving toward Successful Client Health .
• Work Order declines are identified early, understood, and acted upon.
• QvA receives consistent follow-up and converts into awarded work.
• Clients increasingly utilize multiple LPS lines of business.
• The 12-month forecast accurately reflects client expectations and opportunities.
• Account risks and opportunities are surfaced proactively.
• Senior CSM capacity is increasingly concentrated on the highest-value strategic relationships.
• The Associate CSM demonstrates readiness to eventually own a larger and more strategic portfolio.

Qualifications

• 2–4 years of experience in account management, customer success, business development, sales, facilities management, or a related client-facing role.
• Strong analytical skills and comfort interpreting Revenue, Work Order, pipeline, and performance data.
• Commercial mindset with an interest in growing accounts and expanding client relationships .
• Strong follow-up discipline and ability to manage multiple accounts and priorities.
• Confident client communication and presentation skills.
• Ability to identify a problem, determine the likely cause, and recommend an action.
• Experience with CRM, reporting, or business intelligence tools preferred.
• Facilities management experience is preferred but not required for a strong commercial candidate .