Manager of Client Strategy

BGIS•Hudson, FL

1d•Hybrid

About The Position

BGIS ITS is currently seeking a Manager of Client Strategy to join the team in Hudson, FL and surrounding areas. BGIS is a leading provider of customized facility management and real estate services. With our combined team of over 6,500 globally, we relentlessly focus on enabling innovation through the services we deliver, while actively looking for new opportunities that will enable innovation for our clients’ businesses. Globally, we manage over 320 million square feet of client portfolios across 30,000+ locations in North America, Europe, Middle East, Australia and Asia. The Manager of Client Strategy achieves client retention, renewal, and approval through delivery of quality, value relationship building, communication, and maintenance with the ITS team’s most significant enterprise IFM clients. The position delivers upon client’s business objectives for high performance while directing operational activities and strategic insights to ensure continuous improvement and a satisfied customer. The Manager of Client Strategy demonstrates BGIS’ values and the company commitment to safety, health, the environment, and always putting our customers first.

Requirements

Bachelor’s Degree in business, engineering, construction, management, or equivalent work experience.
Minimum 4 years applicable work experience in the HVAC or facilities management industry.
Minimum 5 years of experience with account management.
Excellent verbal and written communication skills.
Ability to collaborate in a teamwork environment with internal and external contacts.
Problem Solving skills to identify root cause issues and take appropriate steps for resolution.
Time Management focus to balance multiple competing priorities.
Relationship building to maintain current clients and measure KPIs (key performance indicators).
Intermediate working knowledge of Microsoft Word, Excel, Outlook, and Project required.
Cognitive skills required to work in a fast paced, client facing environment including ability to maintain focus, communicate clearly and concisely, respond quickly to requests, follow established processes and ability to complete tasks within targeted time frame to minimize risk of outages or damage to building and high value equipment.
Ability and willingness to travel.
Current valid driver’s license and ability to provide personal transportation for meetings and job visits away from the office with reimbursement.

Nice To Haves

Working knowledge of SharePoint and standard CRM platforms preferred.

Responsibilities

Establish, communicate, and lead the account management team to meet and exceed BGIS’ and client performance standards.
Be the key communications liaison between our BGIS enterprise account leads and our ITS technical services team.
Ensure staffing requirements are on target and within budget.
Outline skills requirements for specific key roles and guide the hiring process.
Maintain appropriate talent to service client by selecting, developing, coaching, and leading the facility management teams.
Identify and proactively participate in change management.
Work collaboratively with client to promote continuous improvement.
Support individual professional development and career planning for team members.
Promote collaborative work across all business units by sharing information representing all opinions and best practices.
Accept responsibility for assigned direct reports, continuous quality improvement, and cost management.
Contribute to the completion of other key initiatives as assigned.
Create account implementation and SAM plans that meet BGIS targets for revenue growth and profitability.
Ensure client expectations are well understood and consistently met and exceeded.
Deliver a 100% L2R rating across all enterprise clients.
Develop and maintain personal relationships with key client stakeholders.
Create account implementation and SAM plans.
Manage and grow the existing clients and growing current contracts.
Manage client communications, conflict resolution, and compliance on client deliverables.
Ensure client objectives and concerns are dealt with in a thoughtful and effective manager, informing senior business leadership of any problems that may arise.
Monitor progress to ensure KPIs (key performance indicators) are reached and that the achievements are communicated and the BGIS goals evolve with the client.
Partner with multiple contacts to manage overall product/project delivery schedule, client deliverables and cross department deliverables.
Act as an escalation point for resolving complex client requirements.
Demonstrate responsibility for overall financial performance of business activities.
Communicate the importance of safety and environment considerations in all work performed by BGIS.
Lead client growth by identifying and pursing expansion opportunities for existing clients.
Renew and expand services with assigned client base.
Identify, implement, and communicate process improvements on client interactions and the process of securing future contracts.