Account Manager (Waltham, MA)

Pay Range: $120-126K/year Account Manager - Integrated Facilities ManagementJob SummaryThe Account Manager is responsible for the overall performance, operational excellence, and continuous improvement of the Novo Nordisk account. This role provides strategic leadership to ensure all site processes are effectively implemented, performance is measured and continuously improved, safety standards are maintained, financial objectives are achieved, and personnel strategies are developed.Working closely with the Vice President/General Manager, the Account Manager helps establish and execute the account's strategic direction while driving operational consistency, customer satisfaction, and business growth. This is an advanced leadership position requiring strong operational, financial, and client relationship management skills.Essential Duties & ResponsibilitiesBusiness & Operations ManagementProvide overall leadership for the day-to-day operations of the account.Ensure alignment with client objectives, contractual requirements, and key performance indicators (KPIs).Promote and maintain a strong safety-first culture through management of the Account Safety Program.Develop and maintain strong client relationships while ensuring exceptional customer satisfaction.Establish operational goals, performance metrics, and measurement processes to proactively manage business performance.Monitor operational performance and implement corrective actions as necessary.Coordinate consistent service delivery across all assigned facilities.Drive continuous improvement initiatives using Lean, Six Sigma (DMAIC), or other Continuous Improvement (CI) methodologies.Identify, prioritize, and resolve operational challenges utilizing structured problem-solving techniques.Develop, implement, and sustain operational best practices across the account.Monitor equipment reliability, quality standards, and maintenance performance.Standardize work processes and project tracking across the account.Develop and execute continuous improvement plans and action items.Safety & ComplianceEnsure compliance with all company, client, and regulatory safety requirements.Promote a culture focused on safety, accountability, and operational excellence.Support senior leadership in maintaining regulatory compliance and safety initiatives.Client & Account ManagementBuild long-term strategic partnerships with client leadership.Lead monthly, quarterly, and annual business review meetings with clients.Present operational performance, KPIs, benchmarking results, reliability metrics, and continuous improvement initiatives.Address client concerns and develop action plans to improve service delivery.Coordinate operational reviews, work management reviews, and business performance discussions.Attend all required customer meetings, leadership meetings, staff meetings, and steering committee meetings.Strategic PlanningAssist in developing and implementing strategic business initiatives.Help establish long-term operational goals and performance objectives.Participate in strategic planning for current and future client contracts.Evaluate future customer requirements and identify opportunities for account growth.Implement technologies and operational processes that improve customer satisfaction and service delivery.Drive innovation and continuous improvement throughout the account.Contract & Vendor ManagementManage vendor relationships and ensure consistent service delivery.Identify and implement industry best practices across the account.Oversee all contract equipment additions, deletions, and specification changes through the Change Order Process.Maintain accurate documentation including: Equipment inventoriesPreventive maintenance schedulesScope documentationReliability metricsProject trackingLeadership & Team DevelopmentProvide leadership, coaching, and performance management for account personnel.Assist management teams with maintaining employee training matrices and required certifications.Provide regular employee performance feedback.Foster employee engagement, accountability, and professional development.Promote collaboration and continuous learning across the organization.Encourage a culture focused on quality, customer service, and operational excellence.QualificationsEducationBachelor's degree from an accredited college or university, or an equivalent combination of education and experience.ExperienceSeven (7) to ten (10) years of progressively responsible leadership experience managing multiple facility operations.Experience managing large Integrated Facilities Management (IFM) accounts preferred.Multi-site account management experience required.Experience within industrial manufacturing facilities preferred.Licenses & CertificationsPreferred certifications include:Six Sigma Green Belt or Black BeltBOMA CertificationIFMA CertificationOther relevant industry certificationsKnowledge, Skills & AbilitiesOperations & Technical KnowledgeStrong knowledge of Integrated Facilities Management (IFM).Experience with industrial manufacturing operations and maintenance.Working knowledge of: HVAC systemsElectrical systemsMechanical systemsPlumbing systemsAbility to identify operational best practices and standardize processes across multiple locations.Strong understanding of facility reliability and maintenance programs.Leadership CompetenciesStrategic leadership and visionTeam development and coachingChange managementPerformance managementDelegation and accountabilityOrganizational leadershipConflict resolutionEmployee engagementBusiness & Financial SkillsBusiness acumen with a strong understanding of operational profitability.Budget development and cost management.Financial planning and resource allocation.KPI development and performance measurement.Continuous improvement methodology.Vendor and contract management.Project ManagementDevelop and manage project plans.Coordinate multiple projects simultaneously.Monitor project progress and communicate status updates.Deliver projects on schedule and within budget.Analytical & Problem SolvingAnalyze complex operational data and performance metrics.Identify trends and develop improvement strategies.Utilize Lean, Six Sigma, DMAIC, or other structured problem-solving methodologies.Develop innovative solutions to operational challenges.Communication SkillsExcellent verbal and written communication skills.Ability to prepare executive-level reports and presentations.Ability to effectively communicate with executives, clients, vendors, and employees.Strong presentation and facilitation skills.Customer FocusBuild and maintain strong client relationships.Deliver exceptional customer service.Respond promptly to customer needs.Utilize customer feedback to improve operations and service delivery.Professional CompetenciesThe successful candidate will demonstrate strengths in:Strategic ThinkingLeadershipBusiness AcumenQuality ManagementChange ManagementProject ManagementCustomer ServiceTeamworkPlanning & OrganizationInnovationProfessionalismEthics & IntegrityCost ConsciousnessSafety LeadershipAdaptabilityInitiativeAccountabilityDecision MakingContinuous ImprovementOrganizational SupportDependability