ACCOUNT MANAGER

Job Description

About DMG:

Divisions Maintenance Group provides facility maintenance services to retail chains and distribution and fulfillment centers across the country.

We are leading the way with our technology, creating world-class products that are revolutionizing the industry and fulfilling our brand promise of “Uninterrupted Peace of Mind.”

DMG is a Certified Great Place to Work with a strong, inclusive culture and top-notch benefits.

Reports to: Team Lead

Department: National Account Sales Teams

Employment Status: Exempt

POSITION SUMMARY 

The Account Manager builds strong relationships with key decision makers in the assigned account and territory to drive organic growth and manage reactive or customer initiated incremental growth by expanding existing services and identifying upselling opportunities while retaining base business. Works collaboratively with Operations Team and Field Team to seek out selling opportunities and drive top line growth and profitability. Builds further trust and credibility by ensuring expectations of the Service Level Agreements (SLAs) are met. Manages account relations and communicates existing contract commitments, customer complaints and other key projects such as implementing winning proposals all aimed to increase customer satisfaction and loyalty to DMG. Assist in the Request for Proposal (RFP) process, strategic planning process and quarterly reviews. Works collaboratively across teams as an effective individual contributor, sharing growth and profitability targets, execution of the accounts KPIs, management of the budget, and delivering overall account management excellence.

RESPONSIBILITIES

• Sales Retention & Growth: Identify and Execute Upselling Opportunities by establishing and implementing an annual and quarterly sales plan to expand existing services, retain existing base and profitably grow accounts within defined territory. (Measured by top line growth % and margin targets)
• Account Management: Establish, develop, and maintain strong relations with key leaders in each account. Working closely with Team Leader, Operations team members and Sales Executive to contribute to excellence in execution of operations plan, sales growth opportunities, budget and expense management, process improvements and overall customer satisfaction. (Measured by year over year account sales and margin growth)
• Obsession with Customer/Provider Service & Satisfaction – Contribute to the overall DMG (Divisions Maintenance Group) Mission, Vision, and Brand Promise. Practice The Basics by providing uninterrupted peace of mind through sustainable relationships and inspired team members and bring peace of mind to every FM (Facilities Maintenance) solution through industry-leading technology, innovation, and service. (Measured by customer scorecard & provider surveys)

QUALIFICATIONS

• Relationship management & networking: Ability to make connections, build and maintain relationships easily.
• Prioritization: Manages and coordinates multiple projects/assignments simultaneously and completes tasks accurately and timely.
• Communication: Conveys information to internal and external stakeholders in a clear, concise manner. Uses written and verbal communication appropriately
• Attention to Detail: Strong attention to detail without losing the big picture.
• Goal Oriented: Remains focused on goals and leverages resources to attain goals.
• Risk Management: Takes thoughtful risks knowing that taking a risk is often better than not acting at all. Aligns risk management plans with Team Leader.
• Project Lead: Lead internal projects, collaborate on solutions with the Field and assist with Top-to-Top meetings with senior customer ranks.
• Problem Solving: Assesses situations quickly, reviews options, recommends solutions to Team Leaders
• Process Improvements: Ability to strengthen and improve efficiency of work processes while meeting Customer KPIs within Budget thresholds.
• Time Management: Dedicates appropriate time to priorities, not easily distracted, and follows-up appropriately.
• Analytical: ability to compile, summarize, analyze, report and action data.
• Bachelor’s degree preferred or equivalent work experience.
• 7 years for Cornerstone Accounts and 4 – 7 years for Future Cornerstone Accounts with direct customer account management experience
• Position demands being on call 24/7 as customer needs arise.
• Facilities maintenance industry experience preferred but not required
• Strong working knowledge of Microsoft Office applications - Excel, Word, PowerPoint, SharePoint, Teams, and Outlook. CRM and/or Salesforce experience a plus.
• Embrace technology including ability to gain working knowledge of software applications quickly.
• Business travel when required to support accounts and new business growth.
• Enthusiastic, competitive, resilient, dynamic, and engaging personality. Loves to interact with customers and is unafraid of rejection. Has an equal blend of patience and assertiveness. Maintains a professional demeanor when managing stressful situations. Has passion and desire to excel, be the best and win.

Divisions Maintenance Group is an equal opportunity employer.