Account Manager

Caliber•Washington, MO

2d•Onsite

About The Position

The Account Manager is responsible for the day-to-day delivery of facilities services to an assigned portfolio of client sites within a defined geographic territory. As the primary relationship owner and main point of contact for assigned clients, the role coordinates cross-functional resources, drives timely issue resolution, and identifies opportunities to strengthen client partnerships and expand services. The Account Manager works with internal and external stakeholders to address daily client challenges and improve client operations, and serves as a point of escalation and resource for Account Coordinators. The position is based at Caliber’s corporate headquarters, with travel to client sites as needed. The role generally follows a Monday-to-Friday schedule during standard office hours, though overtime may be necessary or required. Local travel of up to 25% may be required.

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 to change.
Excellent critical-thinking and problem-solving skills.
Ability to manage multiple priorities and stakeholders simultaneously.
Hands-on knowledge of MS 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.
Strong ability to build and maintain professional relationships across internal and external stakeholders.

Responsibilities

Serve as the primary day-to-day client contact and relationship owner for an assigned portfolio of client sites, ensuring 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 ensure service delivery excellence 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 end-to-end, ensuring timely resolution and clear communication with clients and department leadership.
Own issue resolution and client escalations, and serve as a point of escalation 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 portfolio growth opportunities.
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 satisfied.
Support vendor onboarding and compliance with company standards.
Ensure confidentiality and accuracy of internal and external data.
Perform ad hoc projects and other duties as assigned.