Title
Vice President of Client Operations
About the Organization Case Facility Management Solutions is an industry leader in exterior facility services, focused on snow and landscape services. Case FMS services over 30,000 small and large commercial sites across 50 states and we continue to grow at a rapid pace.
If you are looking for an opportunity to join a dynamic team in a company that is continuously expanding, visit our website at www.casefms.com. Apply today to learn why Case's employees describe a typical day as challenging, exciting, rewarding and fun! Description
The Vice President of Client Operations serves as the COO's principal partner in leading Case's customer relationships and client operations organization. Reporting to the COO, this leader manages the account directors responsible for day-to-day customer relationships and owns client communication, coordination, account margin, and retention. The role partners with regional operations teams to ensure customer expectations are delivered consistently across each portfolio and contributes to growth within existing accounts.
- Lead and develop the account directors responsible for day-to-day customer relationships, establishing clear expectations for client communication, account planning, and accountability.
- Own account margin and client retention. Partner with Finance to review account performance, forecast risks, and develop corrective plans with regional operations teams.
- Ensure account directors understand customer expectations, contractual commitments, and site needs, and translate them into coordinated delivery plans with regional operations.
- Use operational and financial reporting to track service performance, margin, retention risk, and client issues. Establish regular account reviews and follow through on corrective actions.
- Build strong executive customer relationships and lead escalations, ensuring timely communication, coordinated recovery plans, and confirmation that issues are resolved.
- Serve as the COO's principal partner for client operations, translating company priorities into account plans and escalating competing priorities or commitments that require executive decisions.
- Contribute to growth within existing accounts by identifying additional customer needs and partnering with Sales on expansion and renewal opportunities.
- Partner with Procurement, Finance, Sales, Technology, and field leadership to address delivery constraints, improve client visibility, and resolve recurring service issues.
- Implement consistent onboarding, customer communication, and account review practices so clients receive clear ownership and coordinated service across locations.
Position Requirements
- Bachelor's degree in Business, Operations, or a related field (MBA or equivalent a plus).
- 10+ years of leadership experience in a multi-site service business, including responsibility for customer relationships and service delivery.
- Demonstrated success leading account leaders, managing account economics, retaining customers, and coordinating delivery across operational teams.
- Experience managing complex customer portfolios, resolving service issues, and identifying opportunities for account growth.
- Strong executive presence, commercial judgment, and ability to build trust with customers and internal partners.
- Ability to lead through change, set clear priorities, and maintain accountability in a growing organization.
- Client Relationship Leadership
- Coordination Across Client and Regional Operations
- Account Margin and Retention Management
- Data Driven Decision Making
- Leadership Development and Accountability
- Executive Communication and Escalation Management
Full-Time/Part-Time Full-Time Location Main Office Number of Openings 1 EOE Statement We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law. Tags
This position is currently accepting applications.
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