The Client Account Manager has end to end responsibility for managing assigned corporate accounts. Works closely with marketing and sales, bidding, quality control and purchase order teams to meet client and company standards and to increase client satisfaction. Works closely with the clients on a daily basis to maintain positive and productive communications and to build the relationships. Responsible for managing profitability of client accounts and price negotiations with sub-contractors. Provides project oversight & management in a variety of facility maintenance disciplines for both recurring and one-time maintenance activities.

Requirements

Position Responsibilities
• In general for the assigned accounts, has overall responsibility for client satisfaction with The Company services and performance. If there’s an issue, this manager knows about it and ensures that it is getting addressed to the satisfaction of the client.
• Actively tracks performance metrics related to service performance and profitability, and drives actions to improve The Company or sub-contractor performance. Proactively seeks improvement and owns the big picture performance perspective for each assigned client.
• Responsible for written and verbal correspondence with the customer, ranging from status updates to additional work requests to complaint management and mitigation.
• In conjunction with the client, ensures scope of work adherence and schedule compliance in an effort to continually improve quality of services and customer satisfaction while reducing overall cost of service. Includes recurring work, on-demand repairs and small projects.
• Coordinates and oversees maintenance activities and the associated sub-contractors for each assigned client account, e.g., schedules maintenance calls, informs and addresses contractual requirements with vendors/contractors, and gives direction on projects when needed.
• Manages and maintains confidential and time sensitive material for both the client and The Company.
• Manages the account within the guidelines established by the customer contract as well as the policies and procedures established by The Company.
• Responds promptly to customer complaints and inquiries, soliciting senior management and /or corporate staff support whenever appropriate.
• Responsible for coordinating purchase orders for any and all work performed which is outside the scope of the contract including but not limited to: identifying opportunities for additional work, obtaining competitive bids from sub-contractors for additional work, submitting pricing to the client for approval, and coordinating execution of work at the client location through one or more sub-contractors.
• May periodically meet with the client at client sites or at industry functions as necessary to manage and grow the account.

Position Qualifications:
Education: Associate or Bachelor's degree in Marketing, Sales or an equivalent field; not required if equivalent experience is demonstrated.

Job Related Experience: 5-7 years experience in facility maintenance account management. If no direct experience in this field, must at least have business-to-business account management experience, preferably for a service company.

Functional Area Skills/Knowledge:
• Has a solid understanding of appropriate business practices, company policies and procedures related to account management.
• Possesses an entrepreneurial mindset and is prepared to ‘roll up the sleeves’ to get the job done.
• Enjoys working in a dynamic, fast growing company; brings high energy and enthusiasm to the job.
• Has excellent written and verbal communication skills to manage and improve daily client interactions, and to interact with client executives.
• Proficient and positive in direct interactions with sub-contractors and The Company staff.
• Excellent interpersonal and conflict resolution skills.
• Proficient in producing word documents, presentations and basic spreadsheets; has strong knowledge of MS Word, PowerPoint, Excel and Outlook.
• Possesses ability to negotiate and persuade while enhancing business relationships.
• Must demonstrate commitment to quality service.
• Has knowledge of basic financial principles & practices including pricing methods, cost management methods, and gross margin/profitability management.
• Has basic understanding of small construction projects / repairs (i.e. plumbing fixture replacement, window replacement, electrical repair etc.)
• Has strong time management and organizational skills; has ability to manage multiple projects at once, prioritize them and complete work by target dates.