Account Manager

Account Manager

Essential functions

1. Manage all aspects of assigned client relationships, including client retention, expansion, and diversification of City Wide building solutions and/or products.
2. Formulate and manage an effective service strategy and schedule tailored to each client.
3. Negotiate and enter into agreements with clients for additional services determine pricing, staffing, and logistics.
4. Manage all Contractor relationships including Interview and hire, negotiate pricing and other contract terms, manage agreements, develop service specifications, client compliance, verify Contractor compliance, and remove/replace Contractors as necessary.
5. 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.
6. Supervise and direct Night Managers; ensure the client's strategy is executed and all services are performed correctly.
7. Ensure adequate (internal and external) staffing needs to service clients.
8. Promote the sale of, procure, and monitor supplies for clients.
9. Effectively communicate all client issues with Contractors and the Director of Operations (or owner); promptly address any client issues or problems that arise.
10. Use City Wide's CRM to perform client inspections, adding extra charges, NM routing, etc.
11. Schedule each non-routine activity in client facilities using Outlook.
12. Update and keep current all Building Information Sheets (BIS), FSM Summary Sheets, and Exhibit A's. Ensure MSDS sheets for each client serviced in janitor closets are complete, accurate, and that all items are properly labeled.
13. Notify Sales Executives of potential accounts in your territory, especially new construction.
14. Discuss quality control surveys with your clients and encourage them to take the time to respond when they are received.
15. Communicate client survey responses to the Director of Operations, Night Managers, and Contractors.
16. Develop and implement a plan with the Director of Operations and the Night Managers to resolve any client complaints or deficiencies in service and actively monitor compliance.
17. Approve Night Managers and/or Service Representative's pay sheets; ensure accuracy.
18. Assist Accounting in collecting clients' past due invoices and payment invoices for Contractors.
19. Maintain updated route sheets, key/alarm sheets, and monthly planner for each client.
20. Participate and be present in monthly IC paydays.

Requirements

1. 3-5 plus year's sales and management experience in building maintenance, facility management or equivalent experience.
2. 3+ years track record of success in a client retention role, with goals and metrics to support.
3. High School diploma required, bachelor's degree highly desirable.
4. Highly detail-oriented and excellent follow-through on commitments.
5. Positive and outgoing personality; great at building relationships.
6. Excellent verbal and strong written communication skills.
7. Proficient in Microsoft Office and knowledge of CRM database.
8. Ability to travel on a daily basis to client locations.

Equal Opportunity Employer:

Surge is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, national origin, veteran status, genetic information, or any other status protected by law. Surge is committed to providing access, equal opportunity, and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities.

Job Type: Full-time