Customer Relations Manager

Job Description

Job Description

Customer Relations Manager
Company: Gateway Service Group
Location: Herndon, Virginia
Reports to: Director of Operations
Employment type: Full-time, direct hire
Travel: Daily local travel to client properties within the assigned territory. No overnight travel required.
About Gateway Service Group
Gateway Service Group provides exterior property services to commercial clients, including parking lot and street sweeping, day porter services, power washing and construction sweeping. Our teams help property owners and managers keep their sites clean, safe and well maintained.
Role Summary
The Customer Relations Manager owns a portfolio of client accounts and properties and is the main point of contact for their recurring service contracts. The role combines fieldwork, including quality inspections and estimating visits, with account management, including client reporting, proposal development and pipeline tracking. The goal is to retain existing business and grow revenue within the portfolio by delivering a consistent client experience and identifying opportunities to add Gateway services at each property.
Key Responsibilities

• Portfolio management: Manage an assigned portfolio of approximately 10 clients representing about 50 properties (portfolio size may vary). Maintain recurring service contracts and act as each client’s primary point of contact.
• Site inspections: Visit portfolio properties on a set schedule to confirm that work under recurring contracts meets quality standards. Identify liabilities such as hazards, property damage or service gaps, and document findings with photos and notes.
• Client reporting: Report identified liabilities to clients promptly and clearly, with recommended next steps. Follow up until each issue is resolved.
• Issue resolution: Respond to client concerns and service complaints within a timely manner. Coordinate with branch operations to correct problems and confirm the fix with the client.
• Operations coordination: Share inspection findings and client feedback with operations supervisors and crews so service quality improves over time. Communicate scope changes and special requests accurately.
• Account growth: Identify opportunities to add services at existing properties, such as power washing, day porter coverage or construction sweeping, and win new properties from existing clients.
• Contract renewals: Track contract terms and renewal dates. Work with management on renewals and pricing adjustments ahead of expiration.
• Client meetings: Hold regular check-ins with key clients to review service performance, open issues and upcoming needs.
• Estimating: Visit properties to gather the measurements, photos and site details needed for accurate estimates. Use company pricing guidelines.
• Proposals: Prepare clear, professional proposals and submit them to clients for approval. Obtain required internal approvals before submission.
• Pipeline tracking: Record each proposal’s progress from initial request through win or loss. Keeps account records, contacts and notes current.
• Internal reporting: Report on portfolio health, pipeline and key metrics in weekly team meetings and scorecards.

• Client retention rate across the portfolio
• Revenue growth within the portfolio
• Proposal wins rate and proposal turnaround time
• Site inspections completed on schedule
• Response time to client issues
• Accuracy and completeness of CRM records

• [3+] years of experience in account management, client relations or sales for recurring commercial services
• Experience conducting site walks, taking measurements and preparing estimates or proposals
• Strong written communication skills, including the ability to write clear, professional reports and proposals
• Working knowledge of CRM or pipeline tracking software and Microsoft Office (Outlook, Word, Excel)
• Comfort using a smartphone or tablet for photos, notes and field documentation
• Valid driver’s license and a driving record that meets company insurance requirements
• Ability to manage multiple properties and priorities with minimal supervision

• Experience in commercial property services, such as sweeping, landscaping, snow removal, parking lot maintenance or janitorial and facility services
• Experience on the client side in commercial property management or facilities
• Familiarity with aerial measurement or takeoff tools
• Experience working in a multi-branch or growing organization
• Bachelor’s degree in business or a related field, or equivalent experience

• Relationship building: Earns client trust through reliability, responsiveness and honest communication.
• Attention to detail: Spots service gaps and hazards others miss, and documents them accurately.
• Commercial mindset: Balances client satisfaction with profitable growth.
• Accountability: Owns outcomes for the portfolio and follows through on commitments.
• Collaboration: Works well with operations teams to solve problems for the client.

• Regular outdoor work at client properties in varying weather conditions
• Walking large properties, parking lots and construction sites, including uneven surfaces
• Occasional early-morning or evening site visits to observe service or meet clients
• Ability to lift up to 50lbs] lbs.
• Compliance with site safety rules and use of required personal protective equipment

• Base salary: Based on experience
• Incentive: [bonus or commission structure, e.g., tied to retention and portfolio growth]
• Vehicle: [company vehicle, vehicle allowance or mileage reimbursement]
• Benefits: [health, dental, vision, 401(k), paid time off, etc.]

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