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ABM Industries · 1 week ago

Senior Manager, Client Success

Cumming, GA

Full-time

Hybrid

Senior Level

7+ years exp

ABM Industries is seeking a Senior Manager of Client Success to lead a team of implementation specialists. This role is responsible for managing the entire implementation lifecycle, ensuring high levels of client satisfaction and operational efficiency while overseeing project management and client relationships.

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Responsibilities

Develop and maintain customized implementation plans tailored to each industry group’s unique requirements

Oversee the execution of implementation projects, ensuring strict adherence to scope, budget, and timelines while working closely with clients and solution specialists

Collaborate with cross-functional teams—including sales, product management, engineering, and support—to address implementation challenges and ensure seamless integration

Serve as the primary point of contact for clients throughout the implementation phase, providing strategic guidance, pre/post deployment support, and issue resolution

Travel up to 30% to client sites for project kickoffs, on-site support, and stakeholder engagements

Build and maintain strong client relationships to ensure satisfaction and foster long-term partnerships

Gather and analyse client feedback to continuously refine implementation strategies and improve outcomes

Ensure a smooth product support transition, document stakeholder sign-offs, and validate completion criteria

Develop, refine, and implement standardized processes and best practices to improve efficiency and consistency in execution

Leverage data and analytics to identify trends and drive continuous improvements in implementation performance

Ensure all implementation activities comply with relevant regulations, industry standards, and company policies

Conduct quality checks and audits to maintain high standards of service delivery

Build and manage an effective highly skilled team by recruiting, training and coaching employees, communicating job expectations and goals, succession planning, and appraising their performance

Provide strong leadership, motivating, mentoring, building trust and developing team members for maximum performance aligned to ABM core values in a distributed and remote working environment

Provide project priority direction and task delegation for the team and ensure deadlines are met and on budget in a complex dynamic environment

Monitor performance, provide ongoing feedback, and foster professional growth within the team

Coordinate resource allocation and scheduling to ensure project deadlines are met

Qualification

Client relationship managementTechnical solution implementationProject managementProcess improvementLeadership experienceData-driven decision-makingCommunication skillsNegotiation skillsProblem-solving skillsStrategic thinking