Director of Account Management

Harvard Maintenance, Inc • New York, NY

29d • $190,000 - $210,000

About The Position

The Director of Account Management is responsible for overseeing and elevating Harvard’s end-to-end client service delivery for our janitorial company. This role ensures seamless contract delivery, consistent service quality, strong client relationships, and business development through the RFP process, account retention, expansion, and client satisfaction initiatives. The Director serves as a key liaison between clients, operations, and sales to ensure expectations are met and exceeded.

Requirements

• Bachelor’s degree in business, Operations, Hospitality, or related field (preferred)
• 5+ years of experience in client experience, operations, or account management
• Proven ability to manage complex client relationships and service contracts
• Strong understanding of quality control, operational workflows, and service delivery
• Exceptional communication and relationship-building skills
• Strong problem-solving and decision-making abilities
• Results-driven with a focus on client satisfaction and retention
• Ability to work cross-functionally and lead through influence
• Highly organized with attention to detail

Nice To Haves

• Experience in janitorial, facilities management, or service-based industries strongly preferred

Responsibilities

• Lead, mentor, and support account management team
• Align internal teams around client expectations and service standards
• Contribute to company-wide strategies focused on growth, retention, and operational excellence
• Support new business pursuits by contributing operational and service expertise
• Align with Sales and Leadership to support client retention and account growth
• Identify upselling and cross-selling opportunities within existing accounts
• Participate in client presentations, renewals, and proposal development as needed
• Ensure smooth onboarding and transition of new client contracts
• Oversee ongoing contract performance to ensure scope, staffing, and service levels are met
• Collaborate closely with Operations and Field Management to ensure consistent service execution
• Monitor contract compliance, KPIs, and service-level agreements (SLAs)
• Serve as the primary executive-level representative for key and strategic client accounts
• Build, maintain, and strengthen long-term client relationships
• Proactively address client concerns, service issues, and escalations
• Conduct and/or participate in regular client meetings, reviews, and satisfaction assessments
• Develop and oversee quality assurance programs, inspections, and audit processes
• Analyze performance data and client feedback to identify improvement opportunities
• Implement corrective action plans when service standards are not met
• Drive continuous improvement initiatives across all client-facing services

Benefits

• Harvard is offering a competitive salary structure including benefit package with medical, dental, life, and long-term disability (LTD) insurance along with 401K Savings Plan.

What This Job Offers

• Job Type: Full-time
• Career Level: Director