Customer Relations Manager
About The Position
Gateway Service Group provides exterior property services to commercial clients, including parking lot and street sweeping, day porter services, power washing, and construction sweeping. The Customer Relations Manager owns a portfolio of recurring-service client accounts and properties and serves as each client’s main point of contact. The role combines fieldwork, including quality inspections and estimating visits, with account management, client reporting, proposal development, and pipeline tracking. The goal is to retain existing business and grow portfolio revenue by delivering a consistent client experience and identifying opportunities to add services at each property. The position is based in Herndon, Virginia, and reports to the Director of Operations. It is a full-time, direct-hire role requiring daily local travel to client properties within the assigned territory; overnight travel is not required. Portfolio size is approximately 10 clients and 50 properties, though it may vary. The role involves regular outdoor work at client properties in varying weather, walking large properties, parking lots, and construction sites, and occasional early-morning or evening site visits. The employee must be able to lift up to 50 pounds and comply with site safety rules and use required personal protective equipment. Reasonable accommodations may be made to enable individuals with disabilities to perform the role’s essential functions. Compensation is described as a base salary based on experience. The posting includes placeholders rather than confirmed details for the incentive structure, vehicle arrangement, and benefits.
Requirements
- At least 3 years of experience in account management, client relations, or sales for recurring commercial services.
- Experience conducting site walks, taking measurements, and preparing estimates or proposals.
- Strong written communication skills, including the ability to write clear, professional reports and proposals.
- Working knowledge of CRM or pipeline-tracking software and Microsoft Office, including Outlook, Word, and Excel.
- Comfort using a smartphone or tablet for photos, notes, and field documentation.
- Valid driver’s license and a driving record that meets company insurance requirements.
- Ability to manage multiple properties and priorities with minimal supervision.
- Ability to lift up to 50 pounds.
- Ability to work outdoors in varying weather, walk large properties and uneven surfaces, and comply with site safety rules and required personal protective equipment.
Nice To Haves
- Experience in commercial property services such as sweeping, landscaping, snow removal, parking lot maintenance, janitorial, or facility services.
- Experience on the client side in commercial property management or facilities.
- Familiarity with aerial measurement or takeoff tools.
- Experience working in a multi-branch or growing organization.
- Bachelor’s degree in business or a related field, or equivalent experience.
Responsibilities
- Manage an assigned portfolio of approximately 10 clients and 50 properties, maintaining recurring service contracts and serving as each client’s primary point of contact.
- Visit portfolio properties on a set schedule to inspect work quality, identify hazards, property damage, or service gaps, and document findings with photos and notes.
- Report identified liabilities to clients promptly and clearly, recommend next steps, and follow up until issues are resolved.
- Respond to client concerns and service complaints in a timely manner; coordinate corrections with branch operations and confirm fixes with clients.
- Share inspection findings and client feedback with operations supervisors and crews, and accurately communicate scope changes and special requests.
- Identify opportunities to add services at existing properties and win additional properties from existing clients.
- Track contract terms and renewal dates and work with management on renewals and pricing adjustments before expiration.
- Hold regular check-ins with key clients to review service performance, open issues, and upcoming needs.
- Visit properties to gather measurements, photos, and site details for estimates, using company pricing guidelines.
- Prepare clear, professional proposals, obtain required internal approvals, and submit proposals to clients.
- Track proposals from initial request through win or loss and keep account records, contacts, and notes current.
- Report portfolio health, pipeline, and key metrics in weekly team meetings and scorecards.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
