What are the responsibilities and job description for the Account Manager position at Corporate Care Restoration & Maintenance?
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