Account Manager

Are you in search of a dynamic and forward-thinking team that prioritizes your success in the first 90 days of your role? Do you excel in building connections and nurturing relationships? Are you someone who thrives in structured environments and welcomes challenges? If your answer is yes, then the Account Manager position could be an ideal match for you!

City Wide is currently seeking a new Account Manager to join our team. As an Account Manager, you'll play a crucial role in overseeing the operational aspects of a specified client service area. This role involves various field support duties, such as training, guiding the onboarding process for new clients, conducting performance evaluations of Contractors to ensure adherence to client requirements, addressing customer inquiries and issues, coordinating site visits, and fostering enduring relationships with both clients and Contractors. Additionally, you'll take charge of negotiating contracts and expanding our client base.

Key Responsibilities:

• Oversee all facets of assigned client relationships, focusing on client retention, as well as the growth and diversification of City Wide's service offerings.
• Develop and implement a tailored service strategy and schedule for each client, ensuring optimal delivery.
• Negotiate and finalize agreements with clients for additional services, covering aspects such as pricing, staffing, and logistics.
• Manage relationships with Contractors, including recruitment, negotiation of terms, agreement management, service specifications, compliance verification, and Contractor replacement if necessary.
• Maintain a high standard of quality and client satisfaction through rigorous quality control inspections and consistent follow-up on commitments made to clients.
• Supervise Night Managers, conducting annual reviews, approving time off, and addressing performance issues, with communication to Night Managers regarding performance concerns.
• Ensure adequate staffing levels to meet client needs, both internally and externally.
• Facilitate the sale, procurement, and monitoring of supplies for clients.
• Utilize City Wide's CRM system for client inspections, invoicing, and scheduling non-routine activities using Outlook.
• Keep all necessary documentation updated and accurate, including Building Information Sheets, FSM Summary Sheets, and Exhibit A’s.
• Collaborate with the Director of Sales by referring potential leads, particularly in new construction projects.
• Communicate and implement price adjustments with clients as required.
• Engage clients in quality control surveys and relay feedback to the Director of Operations, Night Managers, and Contractors.
• Develop and execute plans with the Director of Operations and Night Managers to address client complaints or service deficiencies, ensuring compliance.
• Review and approve pay sheets for Night Managers and Service Representatives, ensuring accuracy.
• Assist the Accounting department in collecting past-due invoices from clients and processing invoices for Contractors.
• Maintain up-to-date route sheets, key/alarm sheets, and monthly planners for each client.
• Attend monthly IC paydays and report any disciplinary issues, harassment allegations, workplace injuries, or leave of absence requests to Human Resources, obtaining HR approval for employee terminations.

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

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.