Key Account Manager

Key Purpose

The Key Account Manager is responsible for ensuring that all functions, initiatives, and priorities support the customer’s business strategy. This position is responsible for the effective and efficient functioning of the operation(s) within the guidelines established by the client organization and the corporation. He/She/They are responsible for continuous improvement and will drive and optimize performance and contract obligations, deploying ISS standard processes and concepts. The Key Account Manager will also identify and leverage innovative initiatives and best practices, constantly focusing on driving compliance.

The ideal candidate for this role will have a strong background in facilities management with Cleaning Operations.

Success Criteria

• To build and grow the account and organization with an entrepreneurial mindset
• Be able to anticipate client needs, deliver on those needs, and exceed expectations
• Identify opportunities and solve deficiencies before they become long-term issues
• Ability to adapt and pivot at a moment’s notice in a fast-paced and demanding environment
• Being knowledgeable on current trends within the hospitality and food industry

Key Areas of Collaboration and Influence

• Develop, manage agendas, and lead weekly management team meetings using provided online tools
• Ability to effectively communicate, motivate, and interact with all levels within the organization to help build and speak to the culture of ISS
• Creating and developing relationships with local vendors, other department leads, and individuals
• Managing client and customer relationships

Ideal Candidate Experience

• 5 years of operations in facilities, ideally in a manager role
• Bachelor’s degree in Facility Management or related field preferred
• Strong supervisory background desirable, not required, along with good customer service experience
• Strong computer proficiency skills with emphasis on knowledge of Microsoft products (Excel, Word, Project, PowerPoint)
• Excellent time management skills; able to organize and work independently; bilingual is a plus
• Experience managing a team of management and staff of 20 employees (hourly and salaried)
• Positive attitude and dependable under pressure - an excellent role model, motivator, and leader
• Passion for facilities management, innovation, and creative experiences
• Successful coaching and teaching skills with peers, individuals, and teams
• Proven ability to maximize budget, enhance user experience and creativity across all channels in alignment with business strategy
• Demonstrate good judgment and decision-making skills
• Working knowledge of Google Docs, Microsoft Word, Excel, and PowerPoint
• Client interaction experience in an informal setting and formal meetings
• Ability to work independently as well as in a team
• Ability to work in a fast-paced and changing environment

Key Accountabilities

• To satisfy the needs of the client and customer by providing high-quality, cost-effective facilities management that delivers on all core program expectations
• To interview and hire unit staff employees following corporate, client, Federal, State, and local regulations
• Maintain accurate and timely accounting and financial records, including forecasting, declining budgets, and payroll. Prepare and monitor unit operating budgets in cooperation with client guidance
• Establish effective communication channels with customers and client management, which provides a system of feedback on the overall success of the operation. This feedback should lead to the implementation of operational improvements and commercial opportunities that better meet the needs of both clients and customers
• To manage the entire process in the planning of procurement, inventory control, and supply chain activities, ensuring effectively functioning processes
• Train staff on appropriate ways to build and maintain client and customer relationships that provide the highest quality of service
• Schedule employees and conduct employee meetings
• ·Coach employees and conduct performance appraisals
• Work closely with the Vice President and Finance Director to review budgets, financials, and unit performance overall
• Lead and maintain safety as a priority for all employees, customers, and clients

Physical Demands & Work Environment

• Must be able to lift a minimum of 25 lbs.
• Ensure appropriate dress and PPE for any site you are visiting
• Employees must be able to work under pressure and time deadlines during peak periods
• Work involves repetitive motions and sitting at a computer for extended periods of time

HSEQ Compliance: All employees must adhere to Health, Safety, Environment, and Quality (HSEQ) policies and procedures to ensure a safe and compliant work environment. This includes following safety protocols, maintaining environmental responsibility, and upholding quality standards in all tasks. Employees are expected to actively participate in HSEQ training and report any potential hazards or compliance concerns.

To Executive Search Firms and Staffing Agencies: ISS Facility Services / Guckenheimer does not accept unsolicited resumes from agencies. All unsolicited resumes will be considered ISS Facility Services / Guckenheimer property, and ISS Facility Services / Guckenheimer will not be obligated to pay a referral fee. This includes resumes submitted directly to Hiring Managers without contacting the ISS Facility Services / Guckenheimer Human Resources Talent Acquisition Department.

As a global organization, ISS Group is committed to making the international community more resilient and just for all people. We encourage diversity and inclusion in their broadest terms, including ethnicity, race, age, gender, gender identity, disability, sexual orientation, religious beliefs, language, culture, and educational background. We look to lead our industry by example and to influence the market positively wherever we operate.