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Client Retention Specialist

2 months ago

Tulsa, Oklahoma, United States City Wide Facility Solutions Full time
About the Role

We are seeking a highly skilled and experienced Facility Solutions Account Manager to join our team at City Wide Facility Solutions. As a key member of our team, you will be responsible for retaining and growing our client relationships, ensuring exceptional customer satisfaction, and driving business growth.

Key Responsibilities
  • 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 independent contractor relationships.
  • 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 Night Compliance Operations Managers; ensure the clients strategy is executed and all services are performed correctly.
  • Ensure adequate (internal and external) staffing needs to service clients.
  • Promote the sale of, procure, and monitor supplies for clients.
  • Effectively communicate all client issues with independent contractors and management; promptly address and resolve 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, FSM Summary Sheets, and Exhibit As. 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.
  • Discuss quality control surveys with your clients and encourage them to take the time to respond when they are received.
  • Communicate client survey responses to the Director of Operations, Night Managers, and Contractors.
  • 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.
  • Participate and be present in monthly IC paydays.
Requirements
  • 3+ years track record of success in a client retention role.
  • Success with goals and metrics that support upselling/cross-selling.
  • B2B experience.
  • High School diploma required.
  • 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.
  • Reliable transportation and ability to travel on a daily basis to local client locations.
Preferred Qualifications
  • 3-5+ years of sales and/or operations experience in building maintenance, facility management or equivalent experience.
Benefits
  • $50K Base Salary + Commissions + Bonuses = OTE $75-$105K.
  • Health insurance (75% covered by City Wide).
  • IRA - 100% match up to 3% of your salary, vested on Day 1.
  • $25,000 Life insurance (with additional coverage available).
  • Paid time off.
  • Dental insurance.
  • Vision insurance.
  • Disability insurance.
  • Paid training.
  • Flexible spending account.
  • Mileage reimbursement up to $600/month.
  • Flexible spending account.