Account Manager

• Manage all aspects of assigned client relationships, including client retention, expansion, and diversification of City Wide building solutions and/or products.
• Formulate and manage an effective service strategy and schedule tailored to each client.
• Negotiate and enter into agreements with clients for additional services, determining pricing, staffing, and logistics.
• Manage Contractor relationships, including interviewing and hiring, negotiating pricing and contract terms, managing agreements, developing service specifications, verifying compliance, and replacing Contractors as necessary.
• Conduct quality control inspections of client sites and ensure client satisfaction.
• Supervise and direct Night Managers and ensure services are performed correctly.
• Promote, procure, and monitor client supplies.
• Communicate client issues with Contractors and the Director of Operations and resolve problems promptly.
• Use City Wide's CRM for client inspections, extra charges, and NM routing.
• Schedule non-routine facility activities using Outlook.
• Maintain Building Information Sheets, FSM Summary Sheets, Exhibit A's, MSDS sheets, route sheets, key/alarm sheets, and monthly planners.
• Notify Sales Executives of potential accounts, especially new construction.
• Develop and implement plans to resolve client complaints or service deficiencies.
• Approve Night Manager and Service Representative pay sheets.
• Assist Accounting with collecting past-due client invoices and Contractor payment invoices.

• 2+ years outside B2B account management experience, building maintenance or facility management preferred but not required.
• 2+ years track record of success in a client retention role, with goals and metrics to support.
• Highly detail-oriented and excellent follow-through on commitments.
• Positive and outgoing personality; great at building relationships.
• Excellent verbal and strong written communication skills.
• Proficient in Microsoft Office and knowledge of CRM database.
• Ability to travel on a daily basis to client locations locally.

Demonstrates expertise in client relationship management, focusing on client retention, service strategy formulation, and effective communication. Proficient in managing contractor relationships and ensuring service quality while utilizing CRM tools for operational efficiency.

• B2B Account Management
• Client Retention
• Service Strategy Development
• CRM Proficiency
• Contract Negotiation

• Client Relationship Management
• Service Strategy Formulation
• Quality Control Inspections
• Contractor Management
• Building Maintenance
• Facility Management
• Client Complaint Resolution
• Data Analysis
• Pricing Negotiation
• Logistics Management

• Detail-Oriented
• Excellent Communication
• Relationship Building
• Problem Solving
• Follow-Through

• Client Satisfaction
• Service Specifications
• Compliance Verification
• Facility Activities Scheduling
• Building Information Management

• Microsoft Office
• CRM Database
• Outlook