Major Accounts Manager

Major Accounts Manager

Are you excellent at managing and retaining B2B accounts? Do you excel at building relationships, solving problems, and growing revenue within an existing book of business?

If you answered yes, consider this opportunity with City Wide Facility Solutions Kansas City!

City Wide, the nation's leading management company in the building maintenance industry, provides solutions to a wide range of challenges our clients face within their facilities. With more than 90 markets across the U.S. and Canada, City Wide KC is proud to support our clients, contractors, and community by creating meaningful, long-term partnerships.

We are seeking a Major Accounts Manager to support and retain our largest and most complex clients, ensuring exceptional service delivery and high satisfaction.

Objective

The Major Accounts Manager is responsible for the business operations and service success of an assigned portfolio of high-value accounts. This role provides hands-on field support, conducts quality inspections, oversees contractor performance, supports new account starts, and builds long-term relationships with clients and contractors. Additional responsibilities include negotiating additional services, procuring supplies, coordinating operational documentation, and supporting multiple Facility Solutions Managers (FSMs) with Diamond and Star accounts.

Essential functions

• Manage and strengthen major client relationships, ensuring retention, satisfaction, and contract growth.
• Develop effective, customized service strategies and schedules tailored to each major account.
• Conduct routine on-site quality inspections; document results in the CRM and ensure follow-through on any service deficiencies.
• Oversee contractor relationships, including interviewing, negotiating pricing, compliance monitoring, coaching, and replacing when needed.
• Provide on-site support for new account starts, walk-throughs, QBRs, and high-priority client visits.
• Negotiate additional services, pricing adjustments, contract modifications, and staffing requirements.
• Coordinate procurement, delivery, and proper labeling of client-required supplies and materials.
• Maintain accurate and up-to-date BIS files, FSM summary sheets, Exhibit A's, MSDS sheets, key / alarm logs, and route information.
• Collaborate closely with Day and Night Managers to ensure service execution aligns with client expectations.
• Assist Accounting in following up on past-due invoices and verifying contractor payment accuracy.
• Encourage participation in client surveys and communicate feedback to Operations leadership and contractors.
• Identify opportunities for added services or revenue growth within major accounts.
• Support multiple FSMs with Diamond and Star accounts, acting as a high-level operational resource.