Client Services Senior Manager

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.