Key Account Manager

Shields Facilities Maintenance LLC•Maple Shade Township, NJ

3d•$60,000 - $75,000•Hybrid

About The Position

Shields Facilities Management, LLC is seeking a highly motivated, customer-focused Key Account Manager to support a key strategic customer. This full-time, salaried, customer-facing position manages daily client communications, reporting, escalations, work order exception management, and operational coordination. The role connects the customer with internal operations teams and service partners, ensuring information flows efficiently, expectations are clearly communicated, deadlines are tracked, and service issues receive prompt attention and resolution. The Key Account Manager develops a thorough understanding of the client’s operational scope, performance measures, and success criteria. The position regularly interacts with client stakeholders, internal operations teams, and vendor partners, and requires urgency, strong communication, responsiveness, and accountability. The role requires in-office presence four days per week and availability to support after-hours, weekend, and holiday operational needs when required. Participation in snow-event operations and escalation management is required; occasional schedule flexibility may be necessary to support client demands and critical service events.

Requirements

Minimum 3–5 years of customer service, account coordination, account management, client support, facilities management, or related experience is preferred.
Strong customer-facing communication and relationship-building skills.
Excellent verbal and written communication abilities.
Demonstrated ability to manage multiple priorities in a fast-paced environment.
Strong organizational skills and attention to detail.
Ability to work independently while collaborating across multiple departments.
Effective problem-solving and critical-thinking skills.
Proficiency in Microsoft Office Suite, including Outlook, Excel, Word, and Teams.
Ability to maintain professionalism and composure during escalated situations.
Demonstrated sense of urgency, accountability, and commitment to customer satisfaction.
Required in-office presence four days per week.
Must be available to support after-hours, weekend, and holiday operational needs when required.
Participation in snow-event operations and escalation management is required.
Occasional schedule flexibility may be necessary to support client demands and critical service events.

Nice To Haves

Experience working with work order management systems, service management platforms, or reporting tools.

Responsibilities

Serve as the primary day-to-day contact for assigned client stakeholders and build strong working relationships through proactive, responsive communication.
Address client questions, concerns, and requests accurately and promptly, and facilitate communication between the client, internal teams, and vendor partners.
Prepare, manage, and distribute daily, weekly, and monthly operational reports.
Monitor and communicate service performance, trends, open issues, and outstanding action items; track client commitments, deadlines, deliverables, and key performance indicators.
Maintain reporting accuracy and visibility into account performance, and support customer business reviews by gathering and organizing operational data and performance results.
Manage customer escalations through resolution by coordinating with internal operations teams and service providers; provide status updates and resolution plans to client stakeholders.
Ensure escalated issues receive appropriate attention and follow-up, track recurring issues, and identify process-improvement opportunities.
Support critical service events, including after-hours and weekend escalations as needed.
Own and manage the client’s work order exception process, investigating and resolving service validation issues, missing documentation, billing discrepancies, and incomplete work orders.
Collaborate with vendors, dispatch teams, operations personnel, and client contacts to resolve exceptions efficiently and support accurate client invoicing and timely vendor payment.
Monitor work order exception trends and recommend corrective actions to improve operational performance.
Assist with vendor invoice review and resolution, research service and billing discrepancies affecting vendor payment processing, and coordinate to obtain supporting documentation and resolve issues.
Support accurate reconciliation of completed services and associated billing records.
Develop a strong understanding of client scope, service requirements, key performance indicators, and measures of success.
Communicate and track customer expectations, deadlines, and deliverables, and partner with Operations, Dispatch, Vendor Management, and Finance teams to support account success.
Assist in communicating customer expectations throughout the organization and participate in process-improvement initiatives to improve customer experience and operational efficiency.
Maintain accurate documentation within company and client systems and support periodic client business reviews and account performance discussions.
Participate in snow-event operations and support after-hours, weekend, and holiday operational needs when required.