Client Services Senior Manager

Description

Franklin Street is currently seeking a Client Services Senior Manager to join our team in Tampa, FL.

The ideal candidate must possess 7+ years of administrative, Client Services, transaction coordination, or related real estate experience. A bachelor’s degree is strongly preferred. The ideal candidate is highly organized, solutions-oriented, comfortable working in a fast-paced real estate environment, and able to balance individual production responsibilities with team management and operational oversight.

Position Overview:

The Client Services Senior Manager is a hands-on leadership role responsible for supporting assigned Real Estate teams while managing centralized Client Services employees across multiple offices. This position oversees workload, priorities, processes, and quality while providing transaction, administrative, research, and client support. The Manager serves as a resource to Client Services team members, helps resolve issues, and ensures consistent and efficient support across offices.

Team Leadership & Workflow Management

• Manage and support centralized Client Services team members located across multiple offices and Real Estate teams.
• Serve as a primary point of contact for Client Services questions, workflow issues, escalations, and process guidance.
• Coordinate the assignment and prioritization of Client Services requests based on deadlines, complexity, workload, and team capacity.
• Monitor workloads and deadlines to ensure requests are appropriately prioritized and completed on time.
• Establish consistent Client Services processes, standards, and best practices across offices.
• Review work for accuracy, completeness, and adherence to company processes before delivery when appropriate.
• Identify training needs and provide coaching, guidance, and support to Client Services team members.
• Assist with onboarding and development of new Client Services employees.
• Promote collaboration and consistency among Client Services employees regardless of office location.

Contract & Transaction Management

• Types and supports the production of general correspondence, memos, charts, tables, graphs, site plans, etc. Proofreads copy for spelling, grammar, and layout, making appropriate changes. Responsible for accuracy and clarity of final copy.
• Manages creation of Listing Agreements, Letters of Intent/Offer Letters, Critical Dates Memos, etc.
• Upon receipt of Listing Agreements, Letters of Intent/Offer Letter, and Purchase & Sale Agreements, store in client/deal folder and executes appropriate checklists/processes.
• Management of all Listings: Monitoring critical dates; coordinating property tours; overseeing communication with prospective purchasers, outside brokers, the clients & agents; collecting/approving all CA’s; responsible for keeping all financial reporting up to date for each listing; monitoring all LOI’s; keeping lead agent(s) notified of all stages
• Management of all Sales & Purchase Contracts: Monitoring critical dates; coordinating / scheduling of all site inspections; collecting/organizing all due diligence documents; creation of sales contracts, Amendments or other negotiations required; review of closing docs for accuracy; keeping lead agent(s) notified of all stages
• Enters all transactions and required documentation into Frankie. Complete the necessary steps in Frankie to create/send out commission demand letters and process payments.
• Monitors commission demand letters and balances for the sales teams. Coordinate with legal on past due commission demand letters.

Client Management

• May require interfacing directly with clients, including taking them on property tours, resolving routine issues and responding to pricing and/or non-routine inquiries.

Database, Systems & Reporting

• Manage the creation, organization, and maintenance of client and deal folders.
• Maintain company databases and verify contact and property information.
• Maintain pipeline reports, transaction trackers, and other required reporting.
• Ensure required information and documentation is entered accurately and consistently into company systems.
• Track website registrations, link tracking, and other transaction or marketing-related reporting as required.

Marketing & Property Support

• Coordinates non-creative marketing execution, including listing go-live and updates, price/status changes, email scheduling, photography, print, direct mail, signage, and plaque ordering.
• Collects broker inputs, helps develop content for brokers, and supports the creation of proposals and marketing materials using approved platforms and templates.
• Conducts market research, including property research, comparable sales, tenant information, demographics, and other information required for BOVs, Offering Memorandums, and client presentations.
• Coordinates with the team's Marketing resource on maps, aerials, target-area maps, reports, brochures, custom pages, and other marketing materials, as well as related vendors and logistics.
• Ensures listings are accurately displayed on required websites and advertising platforms and coordinates the distribution of Offering Memorandums and other marketing packages.

Miscellaneous

• Works independently to support team members on special nonrecurring and ongoing projects.
• Maintains strict confidentiality regarding company marketing, business matters and broker information.
• Works on special projects and performs other duties as assigned.

Requirements

• Client-facing functions involving property-specific information, including pricing and property condition, require a Real Estate license.
• 7+ years of administrative, Client Services, transaction coordination, or related real estate experience; bachelor’s degree preferred. Paralegal or transaction management experience is a plus.
• Professional proficiency with Microsoft Office, including Excel, Word, and Outlook, as well as internet-based applications and databases.
• Strong ability to learn and adapt to new software, platforms, technology, and AI tools, with an interest in leveraging technology to improve efficiency and workflow.
• Experience working with databases, reporting systems, and data entry with a high level of accuracy.
• Experience with a variety of marketing and communication platforms, including web, email, and digital or traditional marketing materials, is a plus.
• Basic financial math skills, including the ability to calculate commissions, deposits, interest, percentages, and other transaction-related figures.
• Familiarity with Adobe Creative Suite, including InDesign, Photoshop, Illustrator, and Acrobat Pro, is preferred but not required.
• Prior experience in commercial real estate, transaction coordination, client services, or a related field is preferred.
• Prior experience leading, mentoring, or managing employees is strongly preferred.
• Demonstrated ability to manage a personal workload while simultaneously coordinating and supporting the work of others.
• Strong understanding of real estate transactions, contracts, listings, and related processes.
• Ability to read, analyze, and interpret real estate contracts, professional publications, governmental regulations, and leases.
• Exceptional organizational skills with the ability to manage multiple teams, priorities, deadlines, and projects simultaneously.
• Strong written and verbal communication skills with the ability to communicate effectively with brokers, clients, vendors, and employees at all levels.
• Strong problem-solving, judgment, and conflict-resolution skills.
• Ability to prioritize work based on urgency, business impact, deadlines, and available resources.
• Demonstrated ability to coach, develop, and provide constructive feedback to team members.
• Ability to establish accountability while maintaining a collaborative and service-oriented environment.
• Strong attention to detail and commitment to accuracy.
• Ability to work independently with minimal supervision while also knowing when to escalate issues.
• Strong proficiency with Microsoft Office and the ability to learn and effectively use company systems and technology.

About Franklin Street:

Franklin Street is a family of full-service real estate companies focused on delivering value-added solutions to meet clients’ evolving needs. Through a collaborative philosophy of leveraging the resources, expertise, and experience of each of its divisions—Real Estate, Capital, Insurance, Property Management, and Project Management—Franklin Street offers unmatched value and optimal solutions for clients nationwide.

Make your next career move with Franklin Street. With seven lines of business and nine offices across, that perfect opportunity you’ve been looking for is here. We believe in hiring a mix of experienced and new talent to join our team of professionals. Whatever your expertise, wherever you are on your career path, Franklin Street is your destination for success.

Learn more about Franklin Street and our award-winning culture at www.FranklinSt.com.

Franklin Street offers competitive salaries, medical – including additional discounts, dental, and vision benefits, disability, and life insurance, 401(K), paid time off, and holiday pay. We also love working together to help the community through our company-sponsored philanthropy events.

Must be able to successfully pass pre-employment (post-offer) drug screen and background check.

Franklin Street and Lighthouse HR Services is an Equal Opportunity Employer: Race, Religion, Color, National Origin, Citizenship, Sex, Sexual Orientation, Gender Identity, Age, Disability, Ancestry, Veteran Status, Genetic Information, or any other classification protected by law.