Facility Solutions Manager

At City Wide Facility Solutions of Washington, we help commercial businesses maintain clean, safe, and well-maintained facilities through comprehensive janitorial and building maintenance solutions. We partner with businesses throughout Western Washington to simplify facility management and deliver reliable service.

We are looking for a Facility Solutions Manager (FSM) to join our team in Kent, WA. This individual will play a key role in managing client relationships, overseeing service quality, and ensuring our independent contractors deliver exceptional results.

The Facility Solutions Manager is responsible for managing the day-to-day operations of an assigned portfolio of commercial client accounts. This role focuses on building strong relationships with clients and independent contractors, maintaining service quality, resolving issues, and identifying opportunities to expand services.

The ideal candidate is a proactive, relationship-driven professional with strong organizational skills, excellent communication, and the ability to manage multiple priorities in a fast-paced environment.

• Manage assigned client relationships, focusing on retention, satisfaction, and opportunities to expand services.
• Develop customized service strategies and schedules to meet each client's needs.
• Conduct regular client visits and quality control inspections to ensure service standards are met.
• Address client concerns, troubleshoot service issues, and follow through on commitments.
• Negotiate agreements for additional services, including pricing, staffing, and logistics.
• Communicate client feedback and survey results to internal teams and contractors.

• Manage relationships with independent contractors, including negotiating pricing, service agreements, and contract terms.
• Ensure contractors meet client requirements, service specifications, and compliance standards.
• Monitor contractor performance through inspections and follow-up visits.
• Coordinate contractor onboarding and the launch of new client accounts.
• Address performance concerns and arrange contractor replacements when necessary.
• Supervise and support Night Managers to ensure consistent service delivery.

• Maintain high standards of service quality through regular inspections and performance monitoring.
• Develop and implement corrective action plans for client complaints and service deficiencies.
• Ensure adequate staffing and resources are available to meet client needs.
• Coordinate non-routine service activities and maintain accurate client records.
• Maintain client documentation, including service specifications, route sheets, key and alarm information, and safety documentation.
• Use City Wide's CRM and other systems to document inspections, service activities, and account updates.

• Identify opportunities to expand client services and increase revenue.
• Promote and coordinate the procurement of supplies for client accounts.
• Communicate potential new business opportunities to the sales team.
• Assist with past-due client invoices and contractor payment-related matters.
• Review and approve Night Manager and Service Representative timesheets.
• Participate in monthly independent contractor payday activities.

Success in this role is measured by client retention, service quality, operational efficiency, and account growth.

Key performance areas include:

• Increasing total revenue retention year over year.
• Maintaining or reducing lost business compared to the previous year.
• Increasing new janitorial sales (NJS) compared to the previous year.
• Completing required client…