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Account Manager
5 months ago
City Wide Facility Solutions is actively seeking a Account Manager for our location in Hudson County NJ.
The Account Manager is responsible for the business operations of an assigned client contracted service area. This is an outside, B2B account management position that provides field support including - training, guidance with starting new clients, inspections of Contractor performance and compliance with client requirements, trouble-shooting customer requests/complaints, coordinating site visits, and developing long-term relationships with clients and Contractors. Additional responsibilities include negotiating contracts, procuring supplies from clients, and ensuring high client satisfaction.
What you will do...
- Manage all aspects of assigned client relationships, including client retention, expansion, and diversification of City Wide building solutions and/or products.
- Formulate and manage an effective service strategy and schedule tailored to each client.
- Negotiate and enter into agreements with clients for additional services - determine pricing, staffing, and logistics.
- Manage all Contractor relationships including - Interview and hire, negotiate pricing and other contract terms, manage agreements, develop service specifications, client compliance, verify Contractor compliance, and remove/replace Contractors as necessary.
- Ensure a standard of excellence in quality and client satisfaction, through detailed quality control inspections of client sites and consistent follow through with all promises to clients.
- Supervise and direct our nighttime Contract Compliance Managers; ensure the client's strategy is executed and all services are performed correctly.
- Promote the sale of, procure, and monitor supplies for clients.
- Effectively communicate all client issues with Contractors and the Director of Operations (or owner); promptly address any client issues or problems that arise.
- Use City Wide's CRM to perform client inspections, adding extra charges, NM routing, etc.
- Schedule each non-routine activity in client facilities using Outlook.
- Update and keep current all Building Information Sheets (BIS), FSM Summary Sheets, and Exhibit A's. Ensure MSDS sheets for each client serviced in janitor closets are complete, accurate, and that all items are properly labeled.
- Notify Sales Executives of potential accounts in your territory, especially new construction.
- Develop and implement a plan with the Director of Operations and the Night Managers to resolve any client complaints or deficiencies in service and actively monitor compliance.
- Approve Night Managers and/or Service Representative's pay sheets; ensure accuracy.
- Assist Accounting in collecting clients' past due invoices and payment invoices for Contractors.
- Maintain updated route sheets, key/alarm sheets, and monthly planner for each client.
- 2+ years outside B2B account management experience, building maintenance or facility management preferred but not required.
- 2+ years track record of success in a client retention role, with goals and metrics to support.
- Highly detail-oriented and excellent follow-through on commitments.
- Positive and outgoing personality; great at building relationships.
- Excellent verbal and strong written communication skills.
- Proficient in Microsoft Office and knowledge of CRM database.
- Ability to travel on a daily basis to client locations locally.
Benefits
City Wide offers a competitive compensation and benefits package including medical, dental, and vision care and a 401k with matching. With unlimited vacation, employees are encouraged to drive value for our clients while taking the time they need to recharge.
