Operations Manager

The Operations Manager is responsible for the execution of facilities services for multi-service deals. The Operations Manager must consistently provide excellent customer service to several teams, oversee key accounts, as well as represent the customer needs and goals within the organization to ensure quality by being their voice. In addition, the Operations Team Manager will build relationships with internal and external customers to encourage new and repeats ofbusiness opportunities.

Key Responsibilities:

• Responsible for all customer communications, conflict resolutions, and compliances on customer deliverables and revenues (i.e., invoice issues).
• Reviews all major deliverables to ensure quality standards and customer expectations are fulfilled.
• Ensures that customer issues are addressed in an efficient manner, informing the Chief Executive Officer of any problems that may arise.
• Proactively assesses, clarifies, and validates customer needs on an ongoing basis.
• Builds and maintains strong, long-lasting customer relationships.
• Develops a trusted advisor relationship with key accounts, customer stakeholders, andsales colleagues.
• Leads solution development efforts that best address customer needs, while coordinating the involvement of all necessary company personnel.
• Works closely with the Accounting/Billing Department ensuring that customer’saccounts are in good standing.
• Organizes meetings as necessary to respond to customer’s needs.
• Works closely with external support Account Coordinators and Account Managers to maintain a continuous knowledge of order status to identify potential issues and or opportunities within or related to the order.
• Ensures that all processes and procedures are completed, quality standards are met, andthat orders are profitable.
• Identifies opportunities for account growth and new business, involving the sales teams.
• Clearly communicates the progress of monthly, quarterly initiatives to internal and external stakeholders.
• Forecasts, tracks, and reports on key account metrics.
• Communicates the customer’s goals and represents the customer’s interests to the Customer Support Team.
• Provides regular two-way communication between the customer and team, to provide dedicated team representation and set proper customer expectations.
• Reports to Director, providing regular input on all account activity, including status andcall reports on a weekly basis.
• Assists with high severity requests or issue escalations as needed.
• Work from remotely as needed.

Requirements:
• A minimum education level of a bachelor’s degree OR minimum of 7 years in Facility Maintenance account management, client services, or other relevant experience preferred.
• Proven Account Management skills required to create, maintain, and enhance customer relationships.
• Self-motivated, goal-oriented, persistent, and skilled negotiator.
• Experience in delivering client focused solutions based on customer needs.
• Motivated, goal-oriented, persistent, and a skilled negotiator.
• Prominent level of initiative and work well in team environment.
• Excellent written and oral communication skills with a demonstrated ability to communicate, present and influence credibly and effectively at all levels of the organization.
• Manage stressful situations and deadline pressures well.
• Plans and fulfills responsibilities with minimal direction.

Advanced Technical

Skills:

MS Outlook, MS Word, MS Excel, and MS PowerPoint.