Account Manager - Norfolk / Newport News

Overview

Manage B2B client accounts, oversee contractors, ensure service quality, drive growth.

Key Responsibilities

• complaint resolution
• contractor management
• client retention
• service scheduling
• quality inspection
• crm updates

Tasks

-Develop and implement a plan with the Director of Operations and the Night Managers to resolve any client complaints or deficiencies in service and actively monitor compliance -Manage all Contractor relationships including - Interview and hire, negotiate pricing and other contract terms, manage agreements, develop service specifications, client compliance, verify Contractor compliance, and remove/replace Contractors as necessary -Manage all aspects of assigned client relationships, including client retention, expansion, and diversification of City Wide building solutions and/or products. -Negotiate and enter into agreements with clients for additional services - determine pricing, staffing, and logistics -Formulate and manage an effective service strategy and schedule tailored to each client -Supervise and direct Night Managers; ensure the client's strategy is executed and all services are performed correctly -Assist Accounting in collecting clients' past due invoices and payment invoices for Contractors -Promote the sale of, procure, and monitor supplies for clients. -Ensure a standard of excellence in quality and client satisfaction, through detailed quality control inspections of client sites and consistent follow through with all promises to clients. -Approve Night Managers and/or Service Representative's pay sheets; ensure accuracy -Update and keep current all Building Information Sheets (BIS), FSM Summary Sheets, and Exhibit A's. Ensure MSDS sheets for each client serviced in janitor closets are complete, accurate, and that all items are properly labeled -Use City Wide's CRM to perform client inspections, adding extra charges, NM routing, etc -Notify Sales Executives of potential accounts in your territory, especially new construction -Schedule each non-routine activity in client facilities using Outlook -Effectively communicate all client issues with Contractors and the Director of Operations (or owner); promptly address any client issues or problems that arise -Maintain updated route sheets, key/alarm sheets, and monthly planner for each client

Requirements

• detail-oriented
• 2+ years
• microsoft office
• crm
• client retention
• travel

What You Bring

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

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Benefits

-401k Matching

About City Wide Facility Solutions

-Founded with a vision to revolutionize facility services, City Wide Facility Solutions has grown into a nationwide leader in facilities management. -Providing a wide array of services, the company offers tailored solutions to businesses, streamlining operations and enhancing efficiency. -The company excels in commercial and industrial sectors, handling everything from janitorial services to maintenance and specialized facility needs. -Known for its flexible service delivery, City Wide offers customizable plans that cater to unique client requirements. -Their expertise spans various industries, ensuring businesses from different sectors can rely on City Wide for seamless facilities management. -With a commitment to operational excellence, City Wide consistently meets the demands of large-scale facilities, offering a balance of quality and value. -City Wide prides itself on its ability to handle both routine and complex projects with professionalism, from simple cleaning tasks to comprehensive facility overhauls.

Sector Specialisms