Account Manager

Essential Functions

Key Responsibilities

Operations & Service Coordination

· Support the day-to-day coordination of facility operations across hard services (HVAC, electrical, plumbing, general maintenance) and soft services (janitorial, landscaping, etc.).

· Schedule, assign, and monitor work order service requests to ensure timely completion.

· Create, dispatch, and track work orders in the CMMS system.

· Assist to coordinate internal technicians and external vendors for both routine and emergency work as requested by the Facility Account Manager.

· Monitor service delivery and follow up on outstanding or delayed work orders.

· Act as a secondary layer to on-site client support, and must prepare to work closely alongside clients on-site.

· Must demonstrate excellence in customer service and telephonic etiquette, as well as responsiveness to Facilities email inbox.

Vendor Management & Compliance

· Assist to coordinate and oversee vendors performing facility services, ensuring work is completed per scope, quality standards, and timelines.

· i.e. review nightly reports & ensure full coverage daily for Janitorial

· Verify vendor compliance requirements, including onboarding, insurance, and third-party systems (e.g., Avetta).

· Assist in maintaining vendor records, contracts, and compliance documentation as needed.

· Support the Facility Account Manager as a point of contact for vendor scheduling, site access, and issue resolution, as requested.

· Escalate vendor performance or compliance concerns to the Facility Account Manager.

Procurement & Financial Support

· Issue and manage purchase orders (POs), including one-time and recurring services.

· Aid in tracking POs to ensure timely receipt of vendor invoices and proper billing alignment.

· Help to review invoices for accuracy against completed work and contracted rates, as needed.

· Support budget tracking by maintaining records of service costs and identifying cost-saving opportunities, as needed.

CMMS Administration & Reporting

· Administer the Computerized Maintenance Management System (CMMS), including work order management and user support.

· Create reports on work order status, service trends, and vendor performance.

· Maintain accurate system data, including asset information and service records.

· Identify recurring maintenance issues, perform basic root cause analysis, and recommend improvements.

· Assist with CMMS implementation, updates, and user training.

Team & Operational Support

· Assist in coordinating schedules for facility staff and ensuring adequate coverage.

· Coordinate facility support for events and non-routine operational needs.

· Serve as a backup to the Facility Manager, including limited on-call responsibilities.

· Must support the Events/Catering/Movers team, and may have to stay after-hours on-site to ensure event goes smoothly.

Administrative & Documentation Support

· Prepare work order reports, correspondence, and operational documentation.

· Maintain organized records of contracts, service reports, compliance documentation, and work orders.

· Assist with ordering supplies and materials for facility operations.

· Must be detail-oriented, thorough, proactive, and reliable in reporting and documentation.

· Complete monthly check-ins for on-site team

Safety & Compliance

· Support implementation of safety programs, policies, and emergency procedures.

· Ensure all vendor and maintenance activities comply with company standards and regulatory requirements.

· Promote a safe working environment for staff, vendors, and occupants.

· Handles special work assignments, projects, and service calls as needed or required.

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