Account Manager

Account Manager

The Account Manager is responsible for the business operations of an assigned client contracted service area. This position provides field support including – training, guidance with starting new clients, inspections of Contractor performance and compliance with client requirements, trouble-shooting customer request/complaints, coordinating site visits, and developing long-term relationships with clients and Contractors. Additional responsibilities include procuring supplies from clients and ensuring high client satisfaction.

Responsibilities

• Manage all aspects of assigned client relationships, including client retention, expansion and diversification of City Wide building solutions and/or products.
• Formulate and manage an effective service strategy and schedule tailored to each client.
• Negotiate and enter into agreements with clients for additional services
• Manage all Contractor relationships including – Manage agreements, develop service specifications, client compliance, verify Contractor compliance, and remove/replace Contractors as necessary.
• 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.
• Ensure adequate (internal and external) staffing needs to service clients.
• Promote the sale of, procure, and monitor supplies for clients.
• Effectively communicate all client issues with Contractors and designated operations support personnel; promptly address any client issues or problems that arise.
• Use City Wide's CRM to log and track client inspections
• Schedule non-routine activity in client facilities
• Ensure MSDS sheets for each client serviced in janitor closets are complete, accurate, and all items are properly labeled.
• Notify Sales Executives of potential accounts in your territory, especially new construction.
• Discuss quality control surveys with your clients and encourage them to take the time to respond when they are received.
• Develop and implement a plan to resolve any client complaints or deficiencies in service and actively monitor compliance.
• Maintain updated route sheets, key/alarm sheets, and monthly planner for each client.