Head of Client Support Services

Unlocking potential while protecting your most critical assets.

Core Values: Care Trust Help (C.The Asset Management – Program Service Manager (Client Success Manager) is responsible for client-facing execution and lifecycle management of Asset Management programs, including inspections, repairs, warranty management, and service agreements across roofing, coatings, mechanical restoration, and building envelope systems. This role serves as the primary customer owner and coordinator, ensuring that diagnostics, repairs, warranty actions, and planned maintenance activities are executed efficiently, communicated clearly, and aligned with contractual obligations and client expectations. The position works in close partnership with the Diagnostics Manager and CADD / AI / Reporting functions, while maintaining full accountability for client satisfaction, scope alignment, service delivery, and financial performance.

Client Success & Relationship Management

Serve as the primary point of contact for Asset Management clients across service, warranty, and maintenance programs.

Build trusted, long-term client relationships that support renewals, service agreements, and program expansion.

Proactively identify opportunities for additional services, inspections, or long-term maintenance programs.

Inspection, Repair & Warranty Program Management

Oversee inspection-driven repair execution and warranty-related work in coordination with Diagnostics and Operations.

Ensure inspection outputs are translated into actionable repair scopes and service plans.

Manage warranty claims, documentation, coordination with manufacturers, and warranty-compliant repairs.

Track warranty status, eligibility, and closeout documentation for assigned accounts.

Service Agreement & Planned Maintenance Management

Manage service agreements and planned maintenance programs, balancing reactive service needs with scheduled work.

Coordinate service schedules to optimize labor, response times, and client coverage.

Ensure service agreements are executed in alignment with contractual scope, pricing, and performance expectations.

Collaborate with CADD / AI / Reporting to ensure accurate reporting, visual documentation, and client-ready deliverables.

Service Execution Oversight & Quality Control

Oversee the lifecycle of service jobs from intake through completion and closeout.

Review and validate field assessments and proposed solutions for accuracy, constructability, and client alignment.

Ensure work is executed in accordance with safety standards, quality expectations, and NIC best practices.

Escalate risks, conflicts, or scope deviations proactively.

Financial & Operational Accountability

Track and manage job costs including labor, materials, and equipment to maintain profitability.

Support estimating and proposal development for service, repair, and maintenance opportunities.

Monitor service performance metrics, backlog, and client commitments.

Ensure accurate documentation to support billing, reporting, and margin management.

Effective coordination across diagnostics, reporting, and operations teams.

Balance of urgency and planning in a reactive service environment.

Consistent focus on quality, safety, and customer satisfaction.

5+ years of experience in Asset Management, building envelope services, construction services, or facilities-related programs.

Demonstrated experience managing service work, maintenance programs, or warranty-driven repairs.

Strong client communication and relationship management skills.

Proficiency in Microsoft Word, Excel, and Outlook.

Ability to travel to job sites and respond to urgent service needs.

#