Client Account Manager

2 weeks ago

Philadelphia, Pennsylvania, United States JJS GROUP Full time

Overview: Champion the Client Partnership We are a growing, fast-paced commercial facility services provider seeking a Client Account Manager (CAM). While the Branch Manager focuses on execution, you will focus on the relationship. You will own a specific portfolio of key accounts, serving as their dedicated advocate and ensuring their facility needs—specifically Doors, Locks, & Docks—are met with precision.

You are the bridge between the client's corporate team and our operational field execution. Your goal is not just to close work orders, but to ensure client retention, satisfaction, and account growth by adhering to specific SLAs and communication protocols.

Key Responsibilities (The Relationship & Portfolio Focus)

  • Account Portfolio Management: Serve as the primary point of contact for an assigned list of commercial clients. "Own" the health of these accounts by understanding their unique requirements, billing preferences, and urgency levels.
  • SLA Compliance & Lifecycle Oversight: Monitor open work orders for your clients to ensure they are moving through the system (NetSuite) according to the client's specific Service Level Agreements (SLAs). Proactively intervene if a job is "stuck" or approaching a deadline.
  • Strategic Communication: Move beyond basic updates. Provide high-level status reporting to client stakeholders, handle escalations, and participate in client performance reviews (QBRs) as needed.
  • Quote & Proposal Management: Review quotes created by the field/branch teams to ensure they align with your client's specific pricing contracts and approval thresholds before submission. Drive high approval rates by providing clear, data-backed justifications.
  • System Integrity (NetSuite & Client Portals): Become an expert in your client's specific portal (ServiceChannel, Corrigo, FM Pilot, etc.). Ensure that our internal NetSuite data mirrors the client's external systems perfectly to prevent billing rejections.
  • Financial Health: Monitor the Gross Margin (GM) for your specific accounts. Identify trends where we might be losing margin (e.g., frequent callbacks, parts delays) and work with operations to fix them.

Required Qualifications & Success Factors

  • Experience: 2+ years in Account Management, Customer Success, or Facility Services. Experience managing a "book of business" or specific client portfolio is highly preferred.
  • Systems Proficiency: Proficiency in NetSuite is a major plus. Experience with facility management platforms (ServiceChannel, Corrigo, FEXA) is required.
  • The "CAM" Mindset: Unlike a dispatcher who reacts to the now, you plan for the next. You are proactive, spotting issues before the client calls to complain.
  • Communication: Elite written and verbal communication skills. You must be comfortable de-escalating tense situations and explaining technical delays to non-technical client contacts.
  • Attention to Detail: Ability to manage complex client "rules of engagement" (e.g., "Client X requires a photo of the store manager signing off," vs "Client Y requires a check-out IVR").

Job Type: Full-time

Pay: $60, $75,000.00 per year

Benefits:

  • 401(k)
  • Dental insurance
  • Flexible schedule
  • Health insurance
  • Paid time off
  • Vision insurance

Work Location: In person

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