Account Manager

Leo Facilities Maintenance•Washington, MO

2d•$60,000 - $65,000•Onsite

About The Position

The Account Manager is responsible for day-to-day facilities service delivery for an assigned portfolio of client sites within a defined geographic territory. As the primary relationship owner and main client contact, this role coordinates internal and external resources, resolves issues promptly, and identifies opportunities to strengthen client partnerships and expand services. The Account Manager works with stakeholders to address client challenges, improve client operations, and serve as an escalation point and resource for Account Coordinators. The role is based at corporate headquarters, with travel to client sites as needed. Caliber provides site maintenance and infrastructure services to critical and high-performing facilities across industrial, utility and telecom, retail, healthcare, commercial real estate, and industrial outdoor storage sectors. Its services include landscaping, snow removal, construction, stormwater management, property enhancement, and project management. As a certified B Corporation, Caliber states that it meets standards for social and environmental performance and is committed to responsible stewardship of its People, Planet, Providers, and Properties.

Requirements

High school diploma or equivalent.
1–3 years of account management, customer service, or related experience.
Excellent verbal, written, and time-management skills.
Strong customer relationship management skills and a consultative approach to account management.
Ability to collaborate effectively across departments.
Ability to be productive in a deadline-driven work environment.
Ability to adapt and be flexible in response to change.
Excellent critical-thinking and problem-solving skills.
Ability to manage multiple priorities and stakeholders simultaneously.
Hands-on knowledge of Microsoft Word, Outlook, and Excel.

Nice To Haves

Bachelor’s degree.
Experience in facilities management, vendor management, or a related field.
Experience with Salesforce or a comparable CRM platform.
Ability to build and maintain professional relationships with internal and external stakeholders.

Responsibilities

Serve as the primary day-to-day contact and relationship owner for an assigned portfolio of client sites, maintaining client satisfaction through regular engagement and communication.
Source, coordinate, and manage service providers and vendors; schedule service appointments and oversee performance against service expectations.
Coordinate internal teams and cross-functional resources to support excellent service delivery and remove service barriers.
Evaluate client requests for urgency, efficacy, and necessity; allocate maintenance budgets efficiently and control scope creep.
Manage client and vendor service requests from start to finish, ensuring timely resolution and clear communication with clients and department leadership.
Own issue resolution and client escalations, and serve as an escalation point and resource for Account Coordinators.
Maintain accurate, up-to-date account, vendor, and client information in Salesforce or a comparable CRM, including account health, risks, and opportunities.
Conduct client check-ins and status meetings, and support client performance reviews and Quarterly Business Reviews (QBRs).
Ensure contract compliance and SLA attainment for assigned accounts, and identify opportunities for portfolio growth.
Build and nurture relationships with subcontractors and vendors, proactively engaging with service providers across markets.
Advocate for clients and partner with internal departments to ensure client needs are understood and met; support vendor onboarding and compliance with company standards.
Maintain confidentiality and accuracy of internal and external data, and perform ad hoc projects and other assigned duties.