Account Manager

Facility Solutions Manager

The Facility Solutions Manager is responsible for the business operations of an assigned client contracted service area. This position provides field support - including training, guidance with starting new clients, inspections of contractor performance and compliance with client requirements, trouble-shooting customer requests / complaints, coordinating site visits, and developing long-term relationships with clients and contractors. Additional responsibilities include contracts, procuring supplies for clients, selling / coordinating additional maintenance services to clients, and ensuring high client satisfaction.

Essential Functions :

• Manage all aspects of assigned client relationships, including client retention, expansion and diversification of City Wide services, and consumable supply products.
• Formulate and manage an effective service strategy and schedule tailored to each client.
• Negotiate and enter into agreements with clients for additional services - determine pricing, staffing, and logistics.
• Manage all contractor relationships - including interview and hire, negotiate pricing and other contract terms, verify contractor compliance, and remove / replace contractors as necessary.
• Ensure a standard of excellence in quality and client satisfaction, though detailed quality control inspections of client sites and consistent follow through with all promises to clients.
• Supervise and direct Night Managers; ensure the client's scope is executed and all services are performed correctly.
• Ensure adequate staffing needs to services clients.
• Promote the sale of, procure, and monitor supplies for clients.
• Effectively communicate all client issues with contractors, Night Managers, and Director of Operations; promptly address any client issues or problems that arise.
• Use CRM to perform client inspections, add extra charges, Night Manager routing, etc.
• Update and keep current all Building Information Sheets and Exhibit A forms. Where applicable, ensure MSDS sheets for each client serviced are complete, accurate, and that all items are properly labeled.
• Notify Sales Executives of potential accounts in your territory, especially new construction.
• Discuss service quality surveys with your clients and encourage them to take the time to respond when they are received.
• Communicate client survey responses to the Director of Operations, Night Managers, and contractors.
• Develop and implement a plan with the Director of Operations and the Night Manager to resolved any client complaints or deficiencies in service and actively monitor compliance.
• Assist accounting department in collecting clients' past due invoices and manage payment invoices for contractors.
• Maintain updated route sheets, key / alarm sheets, and monthly planner for each client.