National Client Services Manager
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AI Summary
The ATIS Group, with ATIS in the US and KJA in Canada, are the premier elevator and escalator consulting, management, and inspection businesses operating across North America.
Our inspection services cover the US with more than 185 Qualified Elevator Inspectors (QEI). Our global team of industry veteran elevator and escalator consultants spans all of North America.
As consultants we leverage our decades of industry experience to assist our clients in everything from engineering and designing new elevator installations to assessing existing equipment, determining the need for modernization, and managing maintenance and compliance.
With offices located throughout the US and Canada, we are well positioned to assist all clients, whether for a single elevator, or for a global corporation with thousands of devices.
Agility. Teamwork. Integrity. Service
Job Description Summary
Basic Purpose
The National Client Services Manager leads the National Client Services team in delivering exceptional service, operational excellence, and regulatory compliance for ATIS' national and strategic accounts. The role oversees National Client Services Representatives, establishes operational standards, develops employees, partners with cross-functional departments, and serves as the primary escalation point for key client issues. Through leadership, performance management, and continuous improvement, this position enhances customer satisfaction, operational efficiency, and client retention.
Scope
Oversees all client-facing operational processes for national accounts, including proposal generation, work order creation, scheduling coordination, inspection tracking, certificate management, billing support, and customer communications. Monitors team performance, operational KPIs, and workflow while collaborating across departments to improve consistency and effectiveness.
Reporting and Working Relationships
Reports to: Senior Director, U.S. Inspections. Works closely with Regional Client Service Managers, National Client Services Representatives, Certificate Management, Inspection Operations, Finance, Sales, Consulting, Data & Process Excellence, IT, and Executive Leadership.
Primary Responsibilities
Leadership & Team Development
• Lead, coach, mentor and develop National Client Services Representatives.
• Conduct performance reviews and ongoing training.
• Monitor workload and team KPIs.
• Foster accountability and continuous improvement.
Client Relationship Management
• Serve as an escalation point for key clients.
• Build strategic customer relationships.
• Ensure proactive communication.
• Support client retention and growth.
Operational Excellence
• Oversee proposals, work orders, scheduling, inspections, certificates and billing.
• Monitor dashboards and compliance metrics.
• Partner across departments to resolve issues.
• Standardize processes and documentation.
Performance Reporting & Continuous Improvement
• Prepare operational KPI reports.
• Analyze trends and recommend improvements.
• Lead continuous improvement initiatives.
Work Environment/Physical Demands
Professional office or remote office environment with prolonged computer use.
Travel
Up to 10% travel for customer visits, regional meetings, and company events.
Qualifications
• Bachelor's degree preferred or equivalent experience.
• 5+ years in client services, account management, or operations.
• 3+ years of leadership experience.
• Strong communication and customer relationship skills.
• Advanced Microsoft Excel proficiency.
• Experience with ERP/CRM systems preferred.
• Excellent analytical and organizational skills.
• Ability to manage multiple priorities.
Competencies
• Leadership
• Client Relationship Management
• Operational Excellence
• Process Improvement
• Strategic Thinking
• Analytical Thinking
• Communication
• Collaboration
• Accountability
• Customer Focus
DISCLAIMER:This job description is designed to indicate the general nature and level of work performed by associates within this classification. It is not designed to confirm or be interpreted as a comprehensive summary of all duties, responsibilities and qualifications required of associates assigned to this job.
ATIS is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to sex, race, color, religion, national origin, age, marital status, political affiliation, sexual orientation, gender identity, genetic information, disability or protected veteran status. We are committed to providing a workplace free of any discrimination or harassment. If you have a disability and are having difficulty accessing or using this website to apply for a position, you can request help by calling 1-314-441-3997 or by sending an email to hr@atis.com. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
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