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Client Relationship Manager
2 months ago
The Client Relationship Manager oversees the operational aspects of a designated client service area. This role includes on-site support such as training, assisting with onboarding new clients, evaluating contractor performance, addressing customer inquiries and complaints, coordinating site assessments, and fostering long-term partnerships with clients and contractors.
Key Responsibilities:- Manage all facets of assigned client relationships, focusing on retention, growth, and diversification of City Wide Facility Solutions and/or services.
- Develop and implement a tailored service strategy and schedule for each client.
- Negotiate and formalize agreements with clients for additional services, including pricing, staffing, and logistics.
- Oversee all contractor relationships, including recruitment, pricing negotiations, contract management, service specifications, compliance verification, and contractor replacement as needed.
- Ensure high standards of quality and client satisfaction through thorough quality control inspections and consistent follow-through on commitments.
- Supervise Night Managers to ensure the execution of client strategies and proper service delivery.
- Assess staffing needs to adequately service clients.
- Facilitate the procurement and monitoring of supplies for clients.
- Effectively communicate client concerns with contractors and management, addressing issues promptly.
- Utilize City Wide's CRM for client inspections, additional charges, and scheduling.
- Maintain current Building Information Sheets and ensure all safety data sheets are accurate and labeled.
- Notify sales teams of potential new accounts, particularly in new construction.
- Encourage clients to participate in quality control surveys and communicate feedback to relevant parties.
- Collaborate with management to develop and implement solutions for client complaints or service deficiencies.
- Review and approve pay sheets for Night Managers and Service Representatives, ensuring accuracy.
- Assist in the collection of overdue invoices from clients and contractors.
- Keep updated route sheets and monthly planners for each client.
- Participate in contractor payment processes.
- Three to five years of experience in sales and management within building maintenance or facility management.
- High School diploma required; a bachelor's degree is preferred.
- Detail-oriented with a strong commitment to follow-through.
- Outgoing personality with excellent relationship-building skills.
- Strong verbal and written communication abilities.
- Proficient in Microsoft Office and familiar with CRM systems.
- Reliable transportation is essential.
City Wide Facility Solutions offers a competitive compensation package, including a guaranteed base salary and potential for uncapped commissions, along with comprehensive benefits such as medical, dental, vision coverage, supplemental insurance programs, and a 401K plan.
About City Wide Facility Solutions:City Wide Facility Solutions is a national organization with a long-standing tradition of excellence in the building maintenance industry. We partner with businesses of all sizes to deliver effective maintenance solutions that save time and enhance operational efficiency. Our successful model has expanded into numerous markets nationwide through a robust franchising program, creating a supportive network of skilled sales professionals.
