Account Manager; National Commercial​/Industrial Facilities

About Leo

Leo is a portfolio of trusted service companies operating under one brand. Our family includes Academy Locksmith, Firstline Lock & Door, First Choice Facilities, Caliber, CLM, Impact, and others – all Powered by Leo.

Caliber Service Group, a Powered by Leo portfolio company, is seeking an Account Manager responsible for day‑to‑day delivery of facilities services to several major client sites within a geographic territory. This role plays an integral part in client account management, operational support, and financial success for the assigned client base.

• Serve as primary client account manager for assigned client portfolio, interacting regularly with client management telephonically, electronically, and in person to ensure the highest level of client satisfaction
• Evaluate all client requests for urgency, efficacy, and necessity to ensure the client’s maintenance budget is allocated efficiently while controlling discretionary scope expansion and preventing unnecessary spending
• Manage all service requests by understanding the issue in context, assigning the appropriate resources for project completion, maintaining appropriate timelines, and communicating regularly with client and department leadership
• Control the release of work requests to vendors to achieve monthly, quarterly, and annual financial objectives for the client and Caliber Service Management
• Anticipate, take ownership of, and proactively manage client escalations in order to achieve resolution as quickly as possible, while escalating the most complex and consequential issues to department leadership with actionable recommendations for solutions
• Develop and manage relationships with various client stakeholders including service location staff and their management, corporate functions, and the management offices for facilities‑related programs and projects
• Coordinate with and appropriately direct workflows among the client’s internal commodities and external service providers to ensure work is completed and accounted for per the client’s specifications
• Prepare and deliver routine and ad hoc communications and qualitative reports to the client that are impactful and of high professional standards
• Proactively research, develop, and implement solutions to client requests that fall outside of standard procedure and historical precedent and are ambiguous in context, scope, and resolution process
• Coordinate with external third‑party stakeholders including municipal governments, landlords, property associations, and other third‑party vendors to resolve all facilities‑related issues
• Coordinate with and provide direction to after‑hours and weekend coverage teams to maintain 24/7 coverage of all client support activities
• Responsible for the financial performance including margin attainment, contract retentions, and applicable reconciliations related to back charges and collections
• Foster a positive team environment and may provide coaching or mentoring to team members
• Ensure confidentiality and accuracy of internal and external data
• Perform ad‑hoc projects and other duties as assigned
• Travel required up to 25%

• Excellent verbal, written, and time‑management skills
• Contract negotiation skills
• Ability to work effectively in collaboration across all departments
• Must be productive in a deadline‑driven work environment
• Proven ability to adapt and be flexible to change
• Excellent critical thinking and problem‑solving skills
• Hands‑on knowledge of MS Word, Outlook and Excel
• Team management skills

• Bachelor’s Degree
• 2‑3+ years of B2B experience preferred
• Experience in facilities management, maintenance management, building engineering, maintenance trades, or related fields a plus

Vacation, Holiday Pay, 401(k), great team, and bonus incentives.