SMB Account Manager

Full-time

City Wide Facility Solutions

KEY RESPONSIBILITIES

The Small Accounts Manager is responsible for managing relationships with contracted clients and developing opportunities for selecting prospective clients. This role focuses on retaining and expanding business within the assigned territory by identifying contract and non-contract revenue opportunities while ensuring high levels of client satisfaction with services managed by City Wide. The employee also ensures Independent Contractors comply with service agreements and contractual obligations. This

position requires independent judgment, collaboration with the management team, and the ability to work in a variety of facility environments. The majority of work is performed outside of the City Wide office, and professional appearance and conduct consistent with the City Wide Maintenance brand are required.

PRIMARY RESPONSIBILITIES

• Ensure satisfactory performance of all tasks related to business operations and compliance with customer contracts.

• Identify opportunities for non-contract services and expansion of existing contract work.

• Review customer service requests to ensure contract compliance and identify additional service opportunities.

• Assess service time and client needs using industry knowledge and service procedures.

• Coordinate transportation of company-owned equipment when necessary.

• Track commissions earned on sales opportunities.

• Prepare and analyze reports to support operational planning and service improvements.

• Communicate with, evaluate, and provide leadership to company staff, including supporting development of Contract Compliance Managers.

• Build relationships with client leadership to improve operating practices and address business needs.

• Enter non-contract work orders and consumable goods accurately into Field Sales after client approval.

• Schedule non-contract work with Independent Contractors and assist with contractor selection based on experience and performance.

• Maintain organized account files, contractor notes, and key access for assigned clients.

• Travel to client sites to ensure contract compliance and document deficiencies in CRM.

• Communicate operational priorities with night management and address service deficiencies with clients.

• Review and coordinate the 3 Star Program for accounts requiring improvement.

• Collaborate with accounting to ensure accurate billing and timely client payments.

• Regularly strategize with the Director of Operations and Franchise Owner on service expansion and contractor recruitment.

• Assist administration with safety and security requirements, contractor audits, and client documentation.

• Manage contractor performance and terminate contractors when client standards or policies are violated.

• Maintain regular and reliable attendance and establish effective working relationships with team members, contractors, and clients.

• Provide operational support during Contract Compliance Manager absences.

• Other duties as necessary.

PERFORMANCE METRICS

The following metrics apply to this position and should be recorded in your scorecard:

• People, Franchise Satisfaction, Revenue Growth, and EBITDA (see scorecard)

• Sales: $XXX increase monthly Contract Revenue

• Award “X” number of new franchisees

• Add “X” new Sales Executives (SEs)

POSITION REQUIREMENTS

• 2+ yrs of sales and management experience in building maintenance, facility management, or equivalent experience.

• Highschool diploma or general education degree (GED).

• Highly detail oriented and excellent follow-through on commitments.

• Great at building, maintaining, and growing client relationships.

• Excellent verbal and strong written communication skills.

• Proficient in Microsoft Office and knowledge of CRM database, and Power BI.

• Must have reliable transportation.

WORKING CONDITIONS

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

• The work is generally sedentary with extended periods of sitting; frequent standing, walking, typing, and use of hand and finger dexterity for keyboard and office equipment operation (e.g., computers, phones, mobile devices).

• Hearing and vision within normal ranges are essential for effective communication, receiving information, and preparing documents.

• Occasional lifting or carrying items weighing up to 10 pounds may be required.

Work Environment:

This position operates in a standard office setting with moderate noise levels and controlled climate.

• The office is equipped with typical lighting and equipment conducive to prolonged computer use.

• The role involves sitting for extended periods with intermittent walking or standing.

• Interaction with colleagues and clients occurs regularly through meetings, phone calls, and in person communication.

DISCLAIMER: The company has reviewed this job description to ensure that essential functions and basic duties have been included. It is intended to provide guidelines for job expectations and the employee's ability to perform the position described. It is not intended to be construed as an exhaustive list of all functions, responsibilities, skills and abilities. Additional functions and requirements may be assigned by supervisors as deemed appropriate. This document does not represent a contract of employment, and the company reserves the right to change this job description and/or assign tasks for the employee to perform, as the company may deem appropriate

City Wide offers a competitive salary, including commission and bonus, for this position. In addition, we offer a comprehensive benefits package to include medical, dental, vision and PTO.