Account Manager (Commercial/Industrial Facilities)

Leo Facilities Maintenance•Exton, PA

2d•Onsite

About The Position

The Account Manager is responsible for the day-to-day delivery of facilities services to several major client sites within a geographic territory. This role plays an integral part in client account management, operational support, and financial success for the assigned client base. This role also works closely with multiple internal and external stakeholders to address daily client challenges, while identifying and executing opportunities to make meaningful improvements to client operations. The role is based at our corporate headquarters with occasional travel to client sites as needed.

Requirements

Excellent verbal, written and time-management skills.
Contract negotiation skills.
Ability to work effectively in collaboration across all departments.
Must be productive in a deadline driven work environment.
Proven ability to adapt and be flexible to change.
Excellent critical thinking and problem-solving skills.
Hands on knowledge of MS Word, Outlook and Excel.
Team management skills
Bachelor’s Degree
1-3 years of experience preferred
Travel required up to 25%

Nice To Haves

Experience in facilities management, maintenance management, or building engineering, maintenance trades, or related fields a plus

Responsibilities

Serve as primary client account manager for assigned client portfolio, interacting regularly with client management telephonically, electronically, and in person to ensure the highest level of client satisfaction
Evaluate all client requests for urgency, efficacy, and necessity to ensure that the client’s maintenance budget is allocated efficiently so as to satisfy service requirements while controlling discretionary scope expansion and preventing unnecessary spending
Manage all service requests by understanding the issue in context, assigning the appropriate resources for project completion, maintaining appropriate timelines, and communicating regularly with client and department leadership
Control the release of work requests to vendors to achieve monthly, quarterly, and annual financial objectives for the client and Caliber Service Management
Anticipate, take ownership of, and proactively manage client escalations in order to achieve resolution as quickly as possible, while escalating the most complex and consequential issues to department leadership with actionable recommendations for solutions
Developing and manage relationship with various client stakeholders including service location staff and their management, corporate functions, and the management offices for facilities-related programs and projects
Coordinate with and appropriately direct workflows among the client’s internal commodities and external service providers to ensure work is completed and accounted for per the client’s specifications
Prepare and deliver routine and ad hoc communications and qualitative reports to the client that are impactful and of high professional standards
Proactively research, develop, and implement solutions to client requests that fall outside of standard procedure and historical precedent and are ambiguous in context, scope, and resolution process
Coordination with external third-party stakeholders including municipal governments, landlords, property associations, and other third-party vendors to resolve all facilities-related issues
Coordinate with and provide direction to after-hours and weekend coverage teams to maintain 24/7 coverage of all client support activities
Responsible for the financial performance including margin attainment, contract retentions, and applicable reconciliations related to including back charges and collections
Fosters a positive team environment and may provide coaching or mentoring to team members
Ensures confidentiality and accuracy of internal and external data
Performs ad-hoc projects and other duties as assigned