Sr. National Account Operations Manager

Pleasant Valley Corporation•Akron, OH

4d•Onsite

About The Position

Join one of the nation's rapidly expanding leaders in Commercial Construction and Facility Management! PLEASANT VALLEY CORPORATION, a successful and stable, family-owned and operated Commercial Real Estate Firm established in 1976 and headquartered in Medina, Ohio, boasts a dynamic presence across four key divisions: Construction, Facility Management, Property Management, and Real Estate Brokerage. Our comprehensive suite of commercial property services is characterized by effective project management, proactive communication, top-tier workmanship, and cutting-edge solutions. Shift M-F | 8:30a – 5:00p Work Location Onsite – Akron, OH Division Facilities Management Team National Accounts Reports To Vice President, Facilities Management Job Purpose The Sr. National Account Operations Manager is responsible for leading and overseeing operations for assigned national accounts, ensuring facility maintenance needs are addressed and resolved in a timely, cost-effective manner. This role leads operational teams, drives service excellence, strengthens customer and vendor relationships, and ensures consistent achievement of service, financial, and operational objectives across assigned accounts.

Requirements

Experience & Education: 7–9 years of related experience with a Bachelor’s degree in Business Administration preferred, or 9–11 years of related experience without a degree.
Facilities Management: At least 7 years of experience resolving client issues within a commercial facilities management or property management environment.
Customer Service Leadership: Demonstrated success leading a telephone-based customer service operation and managing client needs effectively.
Technical & Computer Skills: Strong computer skills, including CRM software, data entry, scheduling, and reporting, with a strong working knowledge of commercial construction and general trades.
Problem-Solving: Proven ability to analyze complex, large-scope problems, develop effective solutions, and implement strategies to achieve successful outcomes.

Responsibilities

Account Operations: Lead the workflow and performance of operations teams supporting assigned national accounts, ensuring high-quality service, client objectives, and service-level KPIs are consistently achieved.
Financial & Strategic Performance: Manage $10M–$40M in account revenue, with typical responsibility of $15M–$20M across seven to ten national accounts, while achieving sales growth, profitability, and strategic objectives.
Client & Vendor Management: Build and maintain strong client and vendor relationships, oversee escalations and work orders, review subcontractor bids, resolve pricing discrepancies, and authorize work orders up to $100,000 within established guidelines.
Service & Process Improvement: Monitor account workflows and performance metrics, identify service gaps and opportunities for improvement, and provide clients with recommendations, industry trends, and strategies to improve facility management processes and expenditures.
Team Leadership & Development: Train, coach, and support team members; lead regular team meetings and team-building activities; and oversee operational projects and work orders from initiation through completion as needed.