Facilities Account Manager

We are seeking a Facilities Maintenance Account Manager to join our dynamic team in San Jose. This role is pivotal in driving customer satisfaction and ensuring the seamless delivery of our facility maintenance services. You will play a key role in fostering relationships with clients and contributing to our mission of excellence.Job SummaryAs a representative for our company, you will take ownership of client IFM account(s) and grow them to their full potential. Duties will vary from assisting with customer inquiries to managing employees’ onsite to helping maintain long-term customer relationships. The FM Account Manager will:Safely lead daily operations, ensuring our team and suppliers follow client and Flagship safety protocolsManage the client’s operating expenses based on our scope, ensuring that Flagship spends the client’s money responsibly and within budgetManage the Flagship P&L, achieving revenue and margin expectations for the accountManage and develop the on-account FlagShip teamImplement a continual improvement program across the sites we manage – CMMS, performance dashboards, improved reporting, structured people and client development, planning and scheduling, and full ownership for all FlagShip services (janitorial and IFM)Develop an annual account plan ensuring a regular cadence of client interaction, client business objectives, scope expansion, and an understanding of changes in key client personnelActively drive year over year revenue and margin growthEssential FunctionsManages the day-to-day operations of the on-site employees in their performance of workEnsures the inventory of supplies, materials, and equipment is adequate to meet current and foreseeable requirements.Collaborates with the Vice President of Operations to develop and implement plans for the operational infrastructure of systems, processes and personnel designed to accommodate the growth objectives of the company.Motivates and leads a high-performance team; attracts, recruits and retains required members of the team not currently in place; provides mentoring.Fosters a success-oriented, accountable environment within the company.Work closely with the Vice President of Operations to accomplish the goals and objectives.Participates in administering company policies, directing and coordinating all activities to develop and implement long range goals and objectives to meet business and profitability growth objectives.Manages policy in the areas of quality, cost reduction, complete and on-time delivery, safety, customer satisfaction, employee relations, visual controls and performance measures.Reviews analyses of activities, costs, operations, and forecast data to determine progress toward stated goals and objectives.Confers with VP of Operations and other administrative personnel to review achievements and discuss required changes in goals or objectives resulting from current status and conditions.Oversees key projects, processes and performance reports, data and analysis.Supervise management of in-house and outside personnel.Conducts regular training sessions for employees on job procedures and safety.Ensures all supplies, materials, and work performed meets the quality standards set by the company.Conducts regular meetings with field supervisors to review ongoing work, procedures, problems, etc.Conducts job-site visits/inspections as necessary to ensure company quality standards are maintained.Maintains the operating condition and security of all tools and equipment owned, leased, or rented by the company and under his/her control.Evaluates the performance of those employees reporting to him/her at least semi-annually based on the standards of performance included in the position description, and discuss the evaluation with the employee.Attends the orientation meeting with new customers and the sales representative to ensure the customer and Service Performance Corporation; mutually understand and are in agreement as to the services to be provided.Meets with the customer, in person or by telephone, on a regular basis to ensure the customer’s needs are being met, and to solicit additional work outside the contract.Reviews labor and material charges upon completion of any extra-contractual work performed prior to submission to the VP of Operations for job costing.Develops potential customer lists through canvassing and community contacts.Any other related duty as directed by the Vice President of Operations.Knowledge and Skills5+ years of experience in client facing roleMust have excellent internal and external customer service skills.Professional demeanorAbility to work well with others and motivate people.Ability to work independently and as part of a team; an intelligent and articulate individual who can relate to people at all levels of an organization and possesses excellent communication skills.Microsoft Office skills, i.e. Excel, Word, etc.Excellent written and verbal communication skillsBi-lingual English/Spanish preferred.Education and Work ExperienceBachelor's degree or equivalent; or five years related experience and/or training; or equivalent combination of education and experience in the facilities field.Work EnvironmentFast paced office environmentHigh sense of urgencyMid-size office environmentThe noise level in the work environment is usually moderate.Exposed to a combination of normal office type environments, and shop environments.Physical DemandsThe physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.While performing the duties of this job, the employee is occasionally required to stand, walk, sit, use hands to finger, handle, or feel objects, tools or controls, reach with hands and arms, climb stairs, balance, stoop, kneel, crouch, talk or hear. Physical requirements include stooping, standing, climbing and occasional lifting of a minimum of 40 lbs. of office and facilities equipment. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.