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Senior Director of Account Management

2 months ago

Chicago, United States Lessen Full time
Summary

Lessen is seeking a Senior Director of Account Management to lead a portfolio of multiple accounts located across North America comprised of a variety of property types, some of which include critical environments.

The Senior Director of Account Management manages the relationships of the assigned client accounts, building client relationships, achieving the clients' budget targets as well as Lessen's revenue growth targets, collaborating with the operations team leadership to deliver excellent service quality and achieving the key performance indicators. The Senior Director of Account Management builds trusting and influential relationships with the facilities leaders within the client organizations as well as with Lessen's stakeholders.

Having a thorough understanding of the client's business objectives and Lessen's products and services, the Senior Director of Account Management is responsible for setting and executing the revenue growth strategy for the accounts, driving profitable business results, and delivering operational excellence through effective relationships with the account teams and the clients. As the primary liaison to the client's business, the Senior Director of Account Management provides input and strategic guidance to ensure Lessen's service delivery team is structured, staffed, and managed to deliver service that exceeds expectations.The Senior Director of Account Management will expertly navigate customer stakeholder relationships and expand those relationships through a consultative approach by identifying within each account strategic opportunities for service delivery enhancements and growth.

Responsibilities

•Identifying areas of opportunity to meet revenue growth goals of assigned client account.

•Serving as the leadership point of contact for escalation of account management matters specific to the assigned account.

•Proactively planning and setting the growth strategy and revenue targets for the assigned account

•Building and maintaining strong and enduring customer relationships

•Recruiting account management staff as needed and managing their performance.

•Helping negotiate contracts to maximize profits and mitigate risks.

•Developing trusted advisor relationships with client stakeholders

•Helping create and manage service delivery solutions that meet client needs and objectives

•Account retention

•Clearly communicating the progress of monthly/quarterly performance to internal and external stakeholders

•Forecasting and tracking key metrics for assigned account (e.g., quarterly results for operations, vendor performance, and annual forecasts)

•Creating and maintaining a culture of compliance and safety among account personnel

•Overseeing the development and presentation of monthly updates, quarterly plans, and annual business reviews to the client for assigned account

•Leading client meetings and attending regular client status meetings as needed.

•Collaborating with the sales team to identify and grow opportunities within the account and supporting new client pursuits

•Overseeing account leadership responses to client requests, contract compliance, and the escalation of issues as needed

•Supporting corporate initiatives

•Responsible for meeting ambitious individual and team-wide revenue targets

•Travel requirements: up to 25% of the time

Role Specific Skills

•Assessing strengths, weaknesses, opportunities, and threats within an account and the account team

•Having a comprehensive understanding of Lessen's suite of tools especially One by Lessen

•Strong interpersonal skills and the ability to build relationships with internal and external stakeholders

•Effective communication skills, including preparing and presenting presentations that make complex topics understandable

•Proven success organizing, executing, and managing work within a complex and demanding customer service environment

•Ability to anticipate changing dynamics and to prepare contingencies

•Fiscal management and budgeting

•Interpreting Profit and Loss reports, explaining variances, understanding business accounting concepts, and managing operations to achieve the desired financial outcome

•Team player who can collaborate with others, build consensus, and lead without the need for recognition

People Management Skills

•Advanced proficiency in all people management processes, including recruitment, performance management, and reward

•Advanced proficiency in building, growing, and developing a team; including department structure design and resourcing

•Advanced proficiency in coaching and developing individual team members to reach their potential

•Proficient in engaging multiple teams through communication, processes, personal impact, and influence]

•Proficient at effectively interfacing with senior management reporting on the accounts' performance, its strategy and clients relationship

Minimum Qualifications

•Bachelor's Degree or higher in a relevant area of study such as business, facility management, project management, accounting, engineering, and relevant experience

•Understanding reactive maintenance, preventive maintenance, project management programs, building systems and structure, processes and the technology tools that are used to manage them

•10+ years of experience that includes:

o leading facility management teams delivering services for national or regional dispersed portfolios

o Experience with a professional facilities service provider

o Profitably expanding the scope of services provided a client