The Facilities Account Manager is responsible for managing client accounts and overseeing all aspects of facilities management services provided to assigned clients. This role involves ensuring high standards of service delivery, managing relationships with key stakeholders, and identifying opportunities for service improvement and account growth. The ideal candidate will have strong leadership skills, a customer-focused approach, and experience in facilities management or a related field.
Key Responsibilities:
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Client Relationship Management: Build and maintain strong, long-lasting relationships with clients, acting as the primary point of contact for all facilities-related matters.
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Service Delivery: Oversee the daily operations of facilities services, ensuring that they meet or exceed client expectations and contractual obligations.
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Account Management: Develop and manage account plans, including setting and achieving financial targets, monitoring account performance, and ensuring client satisfaction.
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Quality Assurance: Implement and monitor quality assurance processes to ensure the highest standards of service delivery. Conduct regular site visits and inspections.
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Budget Management: Prepare and manage budgets for assigned accounts, ensuring that services are delivered within budgetary constraints.
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Problem Resolution: Proactively identify and resolve issues related to facilities management, ensuring minimal disruption to client operations. Escalate complex issues as necessary.
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Team Coordination: Collaborate with facilities management teams, including maintenance, janitorial, and security staff, to ensure cohesive service delivery.
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Contract Management: Oversee the negotiation, execution, and management of contracts related to facilities services. Ensure compliance with contractual terms and conditions.
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Reporting: Prepare and present regular reports on account performance, service levels, and client satisfaction. Provide insights and recommendations for service improvement.
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Continuous Improvement: Identify opportunities for process improvements and implement best practices to enhance service delivery and client satisfaction.
Qualifications:
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Experience: Minimum of 7-10 years of experience in facilities management, account management, or a related field. Experience with commercial HVAC is required. Experience managing large client accounts is preferred.
Skills:
- Strong leadership and team management abilities.
- Excellent communication and interpersonal skills, with the ability to build relationships with clients and internal teams.
- Strong organizational and multitasking skills, with the ability to manage multiple accounts and projects simultaneously.
- Proficiency in facilities management software, Microsoft Office Suite, and CRM tools.
- Strong analytical and problem-solving skills.
- Knowledge of safety and compliance standards in facilities management.
- EPA Universal strongly preferred.
Working Conditions:
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Environment: Primarily office-based with regular travel to client sites. Standard business hours with occasional need for extended hours.
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Physical Requirements: Ability to perform site inspections, which may involve walking, standing, and light lifting.
