Sr. Account Manager - West

About Us

We are an established Canadian facility, maintenance company. We provide a variety of services to large retail and commercial businesses nationally.

We have a competitive compensation & benefits plan including health, dental and vision, and a pension plan after 1 year.

The core focus of this role is to develop and maintain strong, trust-based relationships with customers across the assigned territory to ensure loyalty, satisfaction, and retention. The successful candidate will serve as the key liaison between United and its customers
, actively anticipating needs, resolving concerns, and leading performance and quality conversations at the store and regional levels.

This role will also involve close collaboration with Partner Relations to ensure operational excellence and service quality, and with Talent Acquisition to support the hiring, onboarding, and retention of a high-performing workforce. The position combines strategic territory management with a hands‑on, customer‑first approach to deliver exceptional partner and customer experiences
, increase revenue per store, and improve retention metrics.

• Function as the face of United to customers in the field, building lasting partnerships rooted in responsiveness, reliability, and trust.
• Champion a customer‑centric culture by aligning field team actions with customer expectations and service standards.
• Responsible for leading store SOW & Quality;
  Collaborate with Partner Relations to come up with action plans to improve quality and productivity.
• Lead proactive outreach and store visits to discuss performance, address operational issues, and resolve cases collaboratively.
• Manage escalations with urgency and tact, ensuring all customer concerns are resolved at or above expectations.
• Conduct regular business reviews with key stakeholders (e.g., VPs, District Managers) to communicate wins, risks, and action plans.
• Facilitate structured communications between customers and internal teams to ensure alignment, transparency, and accountability.
• Lead
• Meetings (Phone or In‑person) with key customer stakeholders
• Reporting on Issues Mgmt. at Region level.

• Partner Relations
  :
  • Work closely with Partner Relations to assess and enhance partner performance, identify process gaps, and jointly develop improvement plans.
  • Support Partner Change Overs (PCOs) and in‑store partner transitions to ensure smooth operations and customer satisfaction.
  • Lead store‑level quality assessments and partner feedback loops to ensure alignment with customer expectations.
• Talent Acquisition
  :
  • Collaborate with Talent Acquisition to support the recruitment, hiring, and retention of frontline staff and supervisors within the territory.
  • Ensure staffing plans align with customer and store‑level operational requirements.

• Responsible for management of regional P&L, monitoring expenses for operations and developing strategies to decrease costs and increase profitability.
• Responsible for retention of existing revenue budget within a fiscal year for assigned territory.
• Responsible for growing the territory revenue via routine contracts in collaboration with BD team.
• Lead g rowth of business from Specials (ADHOC) services & execute implementation.
• Lead start-up of new business and manage start-up costs.
• Support BD teams with quotes costing and assist in quote/RFP process for new and existing business.
• Participate in Partner Relations & Talent Acquisition teams in negotiations both with customers and partners.
• Responsible for the analysis and review of regional financial activities related to billing, invoicing, department budgets, cash advances from interconnected…