Account Manager

Summary

The Account Manager serves as the lead management representative for the assigned facility and is accountable for overall site operations, customer satisfaction, financial performance, project execution, workforce leadership, and environmental, health, and safety (EHS) compliance. This position directs operational activities within corporate and client policies while fostering a culture of safety, continuous improvement, and operational excellence.

The Account Manager acts as the primary liaison between Knight Facilities Management, client leadership, contractors, regulatory agencies, and employees to ensure safe, efficient, and cost-effective facility operations.

Minimum Requirements

Experience

• Minimum of five (5) years of experience in facilities management, maintenance, construction, project management, operations management, safety management, or a related field.
• Demonstrated leadership experience managing personnel, contractors, budgets, and client relationships.

Education

• Bachelor's Degree in Business Management, Safety Management, Engineering, Facilities Management, Environmental Sciences, or related field preferred.

Training

• Must possess the knowledge, skills, and experience necessary to perform facility management leadership responsibilities.
• Ability to obtain and maintain all required client and company safety certifications.

Standard Expectations

• Serve as the primary point of contact for customer representatives regarding operations and facility services.
• Support corporate initiatives, safety programs, and continuous improvement activities.
• Remain accessible for emergency response and operational support outside normal business hours.
• Maintain compliance with applicable labor agreements and foster positive relationships with staffa.
• Promote cost-saving opportunities, process improvements, sustainability initiatives, and operational efficiencies.
• Ensure compliance with all company, client, local, state, and federal regulations.
• Maintain professional development through ongoing education, certifications, and industry best practices.

Essential Duties and Responsibilities

Operations Management

• Direct and oversee daily facility operations including:
  • Janitorial services
  • Other Maintenance activities per contract
  • CMMS administration
  • Vendor and contractor management
• Develop, implement, and maintain operational plans and schedules.
• Manage facility projects through all phases including planning, estimating, approval, execution, and closeout.
• Ensure business continuity and contingency planning for critical facility systems.
• Analyze operational performance and implement corrective actions and continuous improvement initiatives.
• Manage and facilitate reporting of all client related Key Performance Indicators (KPI) on monthly basis. 
• Manage budgets, forecasts, overtime, cost controls, and financial reporting.
• Perform project cost estimates and identify cost reduction opportunities.
• Manage procurement activities, purchase orders, service contracts, and supplier relationships.
• Ensure compliance with all corporate purchasing and invoicing procedures.

Customer and Client Relations

• Act as the primary liaison between KnightFM and local client leadership.
• Attend client meetings and communicate operational priorities to staff.
• Resolve customer concerns and implement sustainable corrective actions.
• Identify opportunities for additional services, projects, and business growth.
• Monitor customer satisfaction and ensure service levels meet contractual obligations.

Safety Leadership and Compliance

• Lead all site safety programs and initiatives.
• Promote a culture where safety is a core value and operational priority.
• Ensure all employees and subcontractors comply with safety procedures and requirements.
• Participate in client and corporate safety committees, meetings, and initiatives.
• Attend required safety meetings and communicate lessons learned, incidents, and safety alerts to site personnel.
• Maintain oversight of all safety-related documentation through approved systems such as SiteDocs.

Safety & Quality Audits

• Perform regular safety and quality audits with team members, clients, and staff.
• Monitor completion of audits by lower-level staff.
• Maintain audit schedules and ensure corrective actions are completed, monitor compliance.
  • Encourage reporting and documentation of Near Misses, Hazard Reports, Interventions, etc.

Training and Workforce Development

• Facilitate monthly employee meetings and communications.
• Coordinate monthly refresher training for all employees (as required).
• Ensure all safety stand-downs and lessons learned are communicated to employees.
• Maintain training attendance records and sign-in sheets.
• Oversee new employee onboarding and orientation programs.
  • Ensure completion of New Hire Orientation, Client-specific training, At-Risk Employee Programs, Mentor/Peer Assignments, Mobile Equipment Training, Guest/In-House Training Requirements

Pre-Task Planning

• Review and monitor CHAT cards, observations, and employee feedback.
• Ensure Pre-Task Plans are completed for all non-routine and project work.
• Provide coaching and support regarding hazard identification and risk mitigation.

Incident Management

• Ensure preliminary incident reports are completed within 24 hours.
• Ensure final incident investigations are completed and submitted within required timelines.
• Conduct root cause analysis and implement permanent corrective actions.
• Maintain communication with corporate safety leadership regarding incidents and corrective actions.
• Collect and maintain objective evidence supporting corrective action completion.

Personnel Leadership

• Assign work and delegate responsibilities to supervisors and employees.
• Monitor workforce performance and productivity.
• Provide coaching, mentoring, and performance feedback.
• Support employee development and succession planning.
• Enforce company policies and progressive discipline when necessary.

Knowledge, Skills, and Abilities

Knowledge

• Facilities management, maintenance operations, and project management.
• Safety, environmental, and regulatory compliance requirements.
• Budgeting, procurement, and customer service principles.

Skills

• Leadership, team development, and employee coaching.
• Problem-solving, decision-making, and conflict resolution.
• Project management, communication, and financial oversight.

Abilities

• Lead multiple priorities in a fast-paced environment.
• Build effective relationships with employees, customers, and stakeholders.
• Respond effectively to operational challenges, safety concerns, and emergencies.

Work Environment

• Combination of office, industrial, and field environments.
• Frequent walking, inspections, and interaction with operations personnel.
• May require travel between facilities and client locations.
• Must be available for emergency response and after-hours support when required.

Core Competencies

• Integrity, Leadership, Initiative, Accountability, Dependability, Adaptability, Safety Leadership, Customer Focus, Continuous Improvement, Teamwork

It is the policy of Knight Facility Management to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. Persons who do not meet all of the listed job criteria but who feel that their knowledge, skills, and experience make them well-qualified candidates are encouraged to apply.