Account Manager

The position is responsible for managing, developing and coordinating resources to support client accounts. Additional accountabilities include, but not limited to: serves as a liaison between company, clients and subcontracts for accounts; develops and maintains solid relationship with existing and new clients; identifies issues with facilities and presents resolutions to address issues to clients; maintains a consistent flow of communication with clients, sales and operations; leverage knowledge of all lines of service to address any clients issues; and consistent and accurate data entry.

EDUCATIONAL REQUIREMENTS

• Associates Degree in Business Administration or related field preferred

EXPERIENCE REQUIREMENTS

• 5 years in the service industry, facilities management, property management, retail experience required
• Demonstrated collaboration with operations and creating solutions experience required
• Demonstrated ability to communicate, verbally and in writing, with internal and external customers at all levels
• Demonstrated ability to manage multiple accounts and support clients with changing priorities
• Advanced skills in Microsoft Office suite required; Salesforce knowledge highly desired
• Advanced interpersonal and relationship building skills
• Professional personal presentation skills; data entry skills required
• High level of interpersonal skills to handle sensitive and confidential situations required
• Ability to handle changing priorities, establish standards and achieve desired objectives required
• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists
• Ability to maintain poise, tact and diplomacy required
• Ability to adjust scheduled to meet business needs
• Ability to adjust schedule to meet business and client needs

ACCOUNTABILITIES AND RESPONSIBILITIES

• Manage large accounts; field calls and requests; serve as liaison between company and clients
• Develop and maintain relationships with clients to ensure client satisfaction, resolving issues without compromising corporate objectives
• Develop extensive knowledge of client's facilities to provide accurate resolutions to asset challenges
• Work with Operations Manager and or Director of Operations on a daily basis to ensure a teamwork approach is utilized to support client needs
• Engage clients in a positive manner via phone and e-mail regarding work performed; build client relationships and maintains client management database (Salesforce)
• Conduct pre and post walks to monitor the quality of service delivered; quality of service needs to exceed the client’s expectations
• Be an expert in all lines of services offered, know the intricacies of each product to address client issues and attain desired results
• Post addition client notes to Salesforce
• Identify and pursue revenue opportunities and meet renewal goals within the accounts
• Identify new business opportunities and provide leads
• Proactively monitor client premises/needs and recommend solutions
• Up-selling of existing contracts
• Support operational objectives and efforts to meet Team net income goals
• Oversee all aspects of service delivery
• Maintain a consistent flow of communication with clients
• Control the accounts receivable and billing for accounts in accordance with procedures
• Must be able to fulfill essential job functions in a consistent state of alertness and safe manner
• Communicate issues, concerns and questions to supervisor

EXPECTED RESULTS

• Exceptional mitigation of client issues and immediate resolution with on-demand service delivery aligned with appropriate line(s) of service to exceed client expectations
• Continuously enhance knowledge of client facilities and technical acumen for all lines of services provided
• Effectively leverage product and facility knowledge to strategically address client issues while increasing revenue, up-selling existing and new contracts
• Maintain continuously communication with clients, team, branch and supervisor; keep everyone on the same page
• Consistently monitor clients and make adjustments to ensure quality service delivery, client retention and data entry standards are met
• Continuous maintenance and development of relationships; alignment of efforts within the team
• Ability to comprehend services provided by Corporate Care in order to create proposals that pertain to the needs of the client
• Adherence to all policies and procedures