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.