Director of Account Management-36530

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. What you’ll do as an Exceptional Team Member Leadership & Cross-Functional Collaboration 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 Business Development 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 Contract Delivery & Operational Alignment 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) Client Experience & Relationship Management 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 Quality Control & Continuous Improvement 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

Requirements

Bachelor’s degree in business, Operations, Hospitality, or related field (preferred)
5+ years of experience in client experience, operations, or account management
Experience in janitorial, facilities management, or service-based industries strongly preferred
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

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