Account Manager

Are you looking for an energetic and growing team to join? Do you enjoy networking and building relationships? Are you organized and enjoy a challenge? If you answered yes, the Facility Solutions Manager is the position for you!

City Wide is looking for a new Facility Solutions Manager to join the team. The Facility Solutions Manager is responsible for the business operations of an assigned client contracted service area. This position provides field support including – training, guidance with starting new clients, inspections of Contractor performance and compliance with client requirements, trouble-shooting customer request/complaints, coordinating site visits, and developing long-term relationships with clients and Contractors. Additional responsibilities include negotiating contracts, growing existing accounts, procuring supplies from clients and ensuring high client satisfaction.

Essential functions

• 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 Night Managers (annual reviews, approve time off and administer discipline as necessary); communicate NM performance issues with Night Manager.
• Ensure adequate (internal and external) staffing needs to service clients.
• Promote the sale of, procurement of and monitoring of supplies for clients.
• Effectively communicate all client issues with Contractors or NM, DM, and the Director of Operations; 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 SDS sheets for each client serviced in janitor closets are complete, accurate and that all items are properly labeled.
• Refer leads in your territory, especially new construction, to the Director of Sales.
• Communicate and deliver price increases to clients, as needed.
• 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 Representatives 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.
• Must participate and be present in monthly IC paydays.
• Report all disciplinary issues, allegations of harassment, workplace injuries and leave of absence requests to Human Resources. Obtain HR approval for all employee terminations.

Requirements

Position Requirements

• 3-5 plus year’s sales and management experience in building maintenance, facility management or equivalent experience.
• High School diploma required, bachelor’s degree highly desirable.
• Highly detail oriented and excellent follow-through on commitments.
• Positive and out-going personality; great at building relationships.
• Excellent verbal and strong written communication skills.
• Proficient in Microsoft Office and knowledge of CRM database.
• Must have a valid driver’s license and a clean driving record.

Benefits

City Wide offers a competitive salary, including commission and bonus, for this position.