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Facilities Management Account Manager

1 month ago

NC United States CBRE Full time
About the Role:

An Account Manager is responsible for providing leadership, management, and development of a client account, ensuring both financial and operational commitments are met and exceeded.

This leadership role is the single point of contact for all operational needs for a single customer account within GWS Local, with a maintenance revenue up to $5m.

The AM is responsible for delivering the full suite of FM services (hard and soft) to key clients, working in partnership with all stakeholders to ensure exceptional service is delivered and maintained at all times.

Key Responsibilities:
  • Provide leadership, coaching and guidance to the account team, to ensure contractual commitments are met and exceeded.
  • Identify and execute opportunities for the strategic development of the account, driving organic growth through the delivery of extra works and projects, and ensuring the account is retained upon renewal.
  • Act as the single point of contact for overall account operations ensuring contractual compliance.
  • Supervise, plan, and coordinate all aspects of operations, including preventative maintenance (PM), reactive maintenance, vendor services, help desk operation, soft service delivery where in scope, and extra works.
  • Ensure appropriate account review, audit and governance regimes exist to meet regulatory, policy and contractual commitments, and ensure all required elements of the Local Target Operating Model are in place.
  • Ensure a customer focus within all areas of operational activities, and that effective relationships are maintained with key clients at various levels, including formal monthly, quarterly and annual reviews.
  • Communicate to clients regarding property profiles, emergency preparedness plans, site inspections, facility audits, work order progress, and other related reports in line with contract requirements.
  • Present written recommendations to clients including economic justifications, financial reports, and monthly summary reporting in line with agreed expectations. Generate a robust communication strategy and ensure accuracy of reporting and client submittals.
  • Drive innovation and thought-leadership on the account, engaging with subject matter experts to provide a diverse offering of solutions to complex client problems.
  • Work with other operational leaders to ensure the collaborative development of the business, effective teamworking, and a culture in keeping with the company's RISE values.
  • Support effective business communication internally and externally, with clients, CBRE team members, vendor partners, tenants, landlords, and all other business stakeholders.
  • Support the sales process through solution development, participating in presentations and consultation meetings, and hosting visits as necessary.
  • Support account diversity, equity & inclusion (DE&I) objectives; promote and maintain CBRE culture throughout account.
Requirements:
  • High school diploma or general education degree (GED) required.
  • Minimum of four years of related experience and/or training.
  • Associates degree or Bachelor's degree preferred with focus on business, technical or management areas.
  • Prior supervisory experience preferred.
  • Advanced proficiency in Microsoft Office Suite including Word, PowerPoint, Excel, and Outlook.
  • Ability to comprehend, analyze, and interpret complex business documents and respond effectively to sensitive issues.
  • Requires ability to write reports, manuals, speeches and articles using distinctive style.
  • Capability to create effective and persuasive presentations on complex topics to employees, clients, top management and/or public groups.
  • Effective motivation and negotiation skills.
  • Ability to solve advanced problems and deal with a variety of options in complex situations.
  • Requires expert level analytical and quantitative skills with proven experience in developing strategic solutions for a growing matrix-based multi-industry sales environment.
  • Draws upon the analysis of others and makes recommendations that have a direct impact on the company.
  • Ability to calculate intermediate figures such as percentages.
  • Strong commercial insight is essential, and experience of managing a P&L is preferable.