Sr. Customer Account Manager

The Building People•Washington, DC

About The Position

The Sr. Customer Account Manager is responsible for supporting and integrated customer account management program for current and prospective tenants and providing marketing support in the client’s efforts to place additional tenant organizations in available building space.

Requirements

Supporting and integrated customer account management program for current and prospective tenants
Providing marketing support in the client’s efforts to place additional tenant organizations in available building space.

Responsibilities

Establishing and maintaining a customer account plan for each principal tenant.
Maintaining tenant organizational information and points of contact.
Identifying each tenant’s current occupancy, projected requirements, major concerns, upcoming decisions, and service dependencies.
Serving as a support point for coordinating tenant inquiries and actions.
Preparing for and supporting tenant meetings.
Developing agendas, briefing materials, decision papers, and meeting records.
Maintaining tenant issue, commitment, decision, and action item logs.
Tracking issues through resolution or referral to the responsible government unit.
Coordinating tenant requests involving facilities, security, information technology, finance, or other service providers.
Supporting tenant onboarding, occupancy, expansion, contraction, and departure activities.
Developing tenant communications and customer service materials.
Supporting periodic tenant forums, governance meetings, and account reviews.
Conducting customer feedback activities approved by the Government.
Identifying recurring service issues and recommending systemic improvements.
Providing early warning of tenant dissatisfaction, schedule risks, funding concerns, or unresolved requirements.
Supporting consistent customer interactions across Agency components.
Developing and maintaining a federal tenant prospect list.
Researching potential tenant organization space requirements using Government-approved information.
Maintaining a prospective tenant pipeline and opportunity tracker.
Developing building fact sheets, space profiles, stacking diagrams, and presentation materials.
Coordinating Government approved outreach to prospective federal tenants and relevant real estate organizations.
Supporting building tours, informational meetings, and requirements development sessions.
Documenting prospective tenant requirements.
Comparing requirements to available space and building capabilities.
Coordinating preliminary feasibility reviews with responsible Government offices.
Preparing alternative occupancy scenarios.
Supporting development of preliminary schedules and cost assumptions.
Tracking decisions, dependencies, risks, and next steps.
Supporting transition of an opportunity from initial interest through approved occupancy planning.