Account Manager

Account Manager

The Account 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, procuring supplies from clients and ensuring high client satisfaction.

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 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 (NM) to ensure the client's 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 Contractors and the Director of Operations (DOO) (or owner); 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 MSDS sheets for each client serviced in janitor closets are complete, accurate, and 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 DOO, NMs, and Contractors.
• Develop and implement a plan with the DOO and the NMs to resolve any client complaints or deficiencies in service and actively monitor compliance.
• Approve NM 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.
• Participate and be present in monthly Contractor paydays.