Account Management Manager jobs in Delaware City, DE

Summary

The Account Manager is responsible for the day-to-day delivery of facilities services to several major client sites within a geographic territory. This role plays an integral part in client account management, operational support, and financial success for the assigned client base. This role also works closely with multiple internal and external stakeholders to address daily client challenges, while identifying and executing opportunities to make meaningful improvements to client operations. The role is based at our corporate headquarters with travel to client sites as needed.

Responsibilities

• Serve as the day to day contact for assigned accounts and clients and maintain positive ongoing relationships
• Ensure high quality and on time delivery of contracted services
• Manage services through company required platforms and assure they’re updated in a timely manner
• Accountable for financial performance including margin attainment, contract retentions, and applicable reconciliations related to and including back charges and collections
• Collaborate with internal departments to ensure smooth management of assigned client accounts
• Take full ownership of and develop strategies to grow assigned accounts and ensure quality and cost effective services
• Address customer complaints and help find solutions to their concerns; maintaining a positive relationship between both parties for future business growth
• Escalate as necessary, complex concerns to department leadership with actionable recommendations for solutions
• Prepare and present proposals for out of scope opportunities to clients
• Recognize and identify urgency of all service requests and respond promptly achieving contracted SLA deadlines
• Build and lead a strong relationship with all service partners
• Lead contract renewal, rebid and rate increase initiatives
• Identify client specific KPI’s and measure performance to these KPI’s to ensure acceptable client scorecard results
• Resolve customer concerns; identify trends and implement resolutions
• Coordinate with external third party stakeholders including municipal governments, landlords, property associations, and other third party vendors to resolve all facilities related issues
• Foster a positive team environment and provide coaching and mentoring to team members as needed
• Minimal travel may be required

Skills

• Excellent verbal, written and time-management skills.
• Contract negotiation skills.
• Ability to work effectively in collaboration across all departments.
• Must be productive in a deadline driven work environment.
• Proven ability to adapt and be flexible to change.
• Ability to multi-task and work effectively under pressure in a fast paced environment.
• Excellent critical thinking and problem-solving skills.
• Hands on knowledge of MS Word, Outlook and Excel.

Qualifications

• Bachelor’s Degree preferred
• 1-3 years of experience preferred
• Experience in facilities management, maintenance management, or building engineering, maintenance trades, or related fields preferred