Description
Position: Associate Account Manager (Mid-Size Business)
Reports to: Manager of Business Development
Department: GTM (Go to Market)
Status: Exempt
JOB SUMMARY
Divisions Maintenance Group provides best-in-class facility maintenance services for commercial and residential multisite organizations nationwide. DMG is an essential partner to the success of our customers and technicians. We offer a dedicated team for every facility need, local field support, 24/7 coverage year-round, tailored products and a customer first commitment- delivering uninterrupted peace of mind. DMG is a Certified Great Place to Work with a strong, inclusive culture and top-notch benefits.
As an Associate Account Manager (AAM) for DMG, you will build strong customer relationships and help drive growth by finding incremental opportunities. The AAM works collaboratively with an operations team to help drive top line growth and profitability and ensure expectations of customer needs are met. You are responsible not only for growing accounts but also ensuring relations, escalations, and other customer issues are appropriately handled to increase customer satisfaction. In conjunction with account growth, there is ownership of contract administration, strategic planning process, quarterly reviews, and other projects as requested. The AAM works collaboratively across teams as an effective contributor, sharing growth and profitability targets while helping execute the accounts KPIs, managing the budget, and delivering overall account management excellence.
RESPONSIBILITIES:

• An understanding of available trades/services and works to increase revenue and profitability by identifying smaller-scale additional services to complement what is currently sold to existing accounts.
• Identify opportunities for upselling or expanding services within existing accounts while working with leadership teams to develop account growth strategies.
• Client relationship management by building and maintaining strong relationships with key client contacts.
• Understand clients' facility management needs and objectives while serving as the primary point of contact for client inquiries and concerns.
• Service delivery oversight while coordinating and monitoring the delivery of facility management services.
• Ensure that service quality meets or exceeds client expectations by collaboration with an operational team to resolve any service issues promptly.
• Review and manage facility management contracts, ensuring compliance and adherence to terms.
• Coordinate contract renewals and negotiations as needed.
• Develop and manage account budgets, tracking expenses and revenue.
• Provide accurate financial reporting and forecasting to clients and internal stakeholders.
• Prepare regular reports and updates for clients on service performance and account status.
• Communicate effectively with internal teams to ensure alignment on client needs.
• Proactively address issues and challenges that may arise during service delivery.
• Implement corrective actions and solutions to ensure client satisfaction.
• Exhibits strong situational awareness to de-escalate issues with the customer. Manages difficult conversations internally with team members and externally with customers.

QUALIFICATIONS:

• 0 to 4 years' experience in account management
• Proven experience in customer satisfaction, preferably in facility management or related industries.
• Proficiency in using Salesforce and other CRM type software.
• Track record of Sales Excellence through prospecting, influencing, negotiating, and closing business opportunities.
• Self-motivated and results oriented with a track record of meeting or exceeding sales targets.
• Proven record of accomplishment of achieving revenue targets and managing a successful portfolio.
• Excellent oral and written communication skills, multi-task oriented, and extremely strong public speaking skills.
• Experience working across business units to leverage resources and capabilities to accomplish company goals.
• Strong tactical thinker with proven ability to link strategies and objectives to tactics. Foster change, incorporate innovation, and implement strategies throughout all levels of the organization.
• Ability to work in an entrepreneurial environment and work as part of a go-to-market team.
• Lives Divisions Basics.

Educational Requirements:

• Bachelor's degree in business, marketing, or a related field; MBA preferred.

Computer skills and knowledge of hardware & software required:

• Working knowledge of all Microsoft Office applications (Word, SharePoint, Teams, PowerPoint, Excel, Outlook). Working knowledge of Salesforce.

Certifications & licenses (i.e., CPA, etc.):

• Valid Driver's License.

Position Demands:

• Travel when required to support accounts and new business growth.

Divisions Maintenance Group is an equal opportunity employer.