National Account Operations Manager

Pleasant Valley Corporation•Medina, OH

8d•Onsite

About The Position

The National Accounts Operations Manager is responsible for leading an operations team dedicated to resolving clients' facility maintenance issues promptly and cost-effectively. This role ensures the efficient delivery of services across a portfolio of assigned accounts, fostering strong customer and vendor relationships while achieving service excellence and operational goals. The manager will drive team performance, streamline processes, and maintain high standards of client satisfaction and operational efficiency.

Requirements

Experience and Education: 5-7 years of related experience with a Bachelor's degree in Business Administration preferred, or 7-9 years of related experience without a degree.
Relevant Experience: Minimum 5 years in commercial facilities/property management, with proven success in resolving client problems and leading customer service teams.
Technical Skills: Strong proficiency in CRM software, data entry, scheduling, reporting, and knowledge in commercial construction and general trades.
Certifications: Project Management Professional (PMP) required; Six Sigma or similar certification preferred.

Nice To Haves

Six Sigma or similar certification preferred.

Responsibilities

Manage Operations and Client Services: Lead an operations team to deliver high-quality service for assigned accounts, ensuring both company and client objectives are met while addressing workflow targets and service-level KPIs.
Manages total revenues: ranging from $1M - $15M with the average expected between $4M - $7M with responsibility for five to seven key national accounts in a multi-state, multi-location market.
Achieve Financial and Strategic Goals: Meet annual growth targets in sales volume and profitability, managing revenues between $1M - $15M across multiple key national accounts, and help clients identify opportunities for process improvement.
Handle Work Orders and Escalations: Oversee account communications, assign work orders based on urgency and availability, and resolve vendor price discrepancies and escalations, ensuring timely and effective customer service.
Authorize Subcontractor Bids: Review and authorize subcontractor bids up to $100,000, ensuring accuracy, cost verification, and compliance with scope and terms before submission to clients.
Supervise and Train Team Members: Directly supervise up to five employees (Project Managers and/or Facility Coordinators), conduct operational training during onboarding and ongoing support, and lead regular team meetings and team-building events.