Job Description

Position Summary

The Senior Client Success Manager (CSM) is responsible for ensuring the organization fulfills its contractual obligations in the lease during the construction or tenant improvement process. Their work is an "inch deep and a mile wide" to ensure various projects are delivered on time and on budget. The Senior CSM is involved throughout the entire process; while not required to be a technical expert in every niche, they are expected to know enough to source the right support for a variety of questions and issues. They are responsible for collaborating with various stakeholders for "inch wide and mile deep" specialized advice as required.

Key Responsibilities

Owner’s Representative

• Review and understand tenant leases and owner responsibilities within those agreements.

• Oversee general contractors completing Landlord Work (LLW) and report schedule progress and issues to the President.

• Maintain consistent communication with stakeholders to relay project-related information.

Project Management

• Manage projects to meet owner obligations within the lease.

• Ensure design reviews are held between the General Contractor (GC) and the tenant.

• Facilitate tenant sign-off on designs once completed.

• Chair weekly or bi-weekly meetings with tenants and general contractors.

• Process all Contemplated Change Notices (CCNs) and change orders in Construction Manager, keeping cost tracking up to date and ensuring all owner/tenant approvals are secured.

• Ensure Quality Control/Quality Assurance (QC/QA) processes are followed, including reviews by testing agencies and consultants.

Stakeholder Communications

• Manage tenant relationships throughout the construction process by understanding their goals and representing their best interests.

• Resolve project issues by collaborating with stakeholders for specialized expertise.

• Escalate issues based on contractual obligations, both internally and externally.

Cost Monitoring

• Review and process all project-related invoices in Yardi.

• Ensure Construction Manager information is updated weekly and financial forecasting is completed monthly.

• Own the project budget to ensure alignment with financial goals, escalating overages to the President for approval.

Schedule Management

• Track and manage schedules to ensure projects are completed on time and to the required quality standards, minimizing delays and cost overruns.

What You Bring to the Role

• 8+ years’ experience in Project Management, with a strong preference for experience as an Owner’s Representative or in a similar role.

• 5+ years’ construction and development experience showcasing a broad ("inch deep and a mile wide") knowledge base.

• Relationship Building: Proven ability to forge, grow, and maintain positive relationships with diverse stakeholder groups.

• Urgency & Resilience: A strong sense of urgency and the ability to manage multiple priorities in a dynamic, high-pressure business environment.

• Precision: Strong attention to detail and high work accuracy.

• Soft Skills: Highly developed interpersonal, communication, and organizational skills with a positive, collaborative attitude.

Core Competencies

• Problem Solving

• Risk Management

• Financial Management

• Communication

• Construction Knowledge

• Relationship Management

At Leap we are an Equal Opportunity and Affirmative Action Employer. That means all applicants will
be considered for employment without attention to race, color, religion, sex, sexual orientation,
gender identity, national origin, veteran, or disability status. Leap will not tolerate any discrimination
or harassment based on any of these characteristics. Leap encourages applicants of all ages.