Account Manager

Account Manager

The Account Manager is responsible for managing and nurturing relationships with both existing and newly acquired clients. This role serves as the primary point of contact for assigned accounts, ensuring high levels of client satisfaction, account retention, and growth. The manager also plays a key role in onboarding new clients, identifying sales opportunities, and aligning client needs with company offerings.

Essential Duties and Responsibilities

• Serve as the primary point of contact for assigned clients, maintaining strong, positive relationships.
• Manage key accounts, focusing on account growth, retention, and satisfaction.
• Identify and pursue upselling and cross-selling opportunities to maximize sales potential.
• Assist in the development and execution of sales and account growth strategies.
• Work with Sales and onboarding team to ensure a smooth transition from sales to account management.
• Address client inquiries and service needs promptly and professionally.
• Escalate complex service issues or high-value opportunities to senior staff or specialized departments as necessary.
• Ensure that client information is accurately maintained in CRM systems.
• Monitor account performance against goals and report regularly to management.
• Monitor and analyze client KPIs, working with Operations to develop and manage Corrective Action Plans as required.
• Regularly visit client site locations to review scope of work execution and build client relationships, aligned to the strategic account plans and escalations/action plans as required
• Work with manager to complete Quarterly Business Reviews using Powerpoint for each assigned customer

Qualifications

• 2-5 years client relationship management, account management, or a similar customer-facing role
• Proficient with MS Word, Outlook, Excel and PowerPoint
• Experience in the facilities industry
• Knowledge of janitorial services
• Worked with C-suite and Director level clients
• Strong communication skills; active listener
• Experience building customer relationships
• Strong organization and time management skills
• Critical thinking, problem solving skills, and ability to drive change

Education

• Bachelor's degree or equivalent experience required

Travel

• up to 25% Nationwide