Site Operations & Client Success Lead

Key Responsibilities

1. Account Ownership (60–80 Sites)

• Serve as the primary point of contact for assigned client portfolio.

• Build strong relationships with facility managers, building owners, and stakeholders.

• Ensure high client satisfaction, retention, and contract renewals.

• Identify upsell/cross-sell opportunities across services and solutions.

2. Project & Site Coordination

• Oversee onboarding and deployment of solutions across sites.

• Coordinate with internal teams (operations, tech, support) for smooth execution.

• Manage timelines, site readiness, and issue resolution.

• Ensure compliance with site requirements, SOPs, and service standards.

3. Approvals & PTW Management

• Secure necessary permits (PTW), access approvals, and site clearances.

• Liaise with building management and compliance teams.

• Maintain proper documentation and adherence to safety protocols.

4. Training & Adoption

• Conduct on-site training for cleaners, supervisors, and FM teams.

• Drive product/service adoption and correct usage at site level.

• Provide refresher training and ongoing support where required.

5. Performance Monitoring & Reporting

• Track site-level performance, SLAs, and operational metrics.

• Provide regular reports and insights to internal stakeholders.

• Escalate and resolve operational issues proactively.

6. Business Development Support

• Identify expansion opportunities within existing accounts.

• Support pilot deployments, demos, and new site onboarding.

• Collaborate with the sales team on proposals and client presentations.

Requirements

• 4–8 years of experience in Facilities Management, Property Management, or B2B account management.

• Strong understanding of site operations, permits (PTW), and building protocols in Singapore.

• Experience managing multiple sites or accounts simultaneously.

• Excellent stakeholder management and communication skills.

• Comfortable with fieldwork and frequent site visits.

• Experience in training frontline staff (cleaners, technicians, FM teams).

• Familiarity with digital tools / SaaS / IoT solutions in facilities is a strong advantage.

• Highly organised with strong execution and problem-solving ability.

Preferred Profile

• Background in FM companies, Property Management, or PropTech deployments.

• Prior experience working with town councils, commercial buildings, hospitals, or large campuses.

• Exposure to SLAs, audits, and compliance-driven environments.

Success Metrics

• Client retention and satisfaction scores

• On-time project/site deployment

• Adoption rates of deployed solutions

• Upsell / expansion within assigned accounts

• Operational issue resolution turnaround time

Why Join Us

• Work at the intersection of PropTech, IoT, and facilities operations.

• High ownership role with direct client impact.

• Opportunity to grow into regional account leadership or operations leadership roles.