National Accounts Manager

Job Purpose:

Reporting to the Associate Director of Operations, the National Accounts Manager is responsible for the business operations of assigned client portfolios. The Account Manager is responsible for ensuring repairs are executed successfully while maintaining alignment with client expectations.

Position Competencies:

• Conflict Management - Effectively identifies and resolves conflicts, handling disagreements fairly and efficiently across differing opinions, goals, and needs.
• Customer Service - Demonstrates responsiveness and professionalism in communication with clients and vendors, understands the urgency of requests, and provides timely interim solutions to address immediate issues.
• Dependability - Reliability, and ability to be consistent in regards to performance, attendance and behavior.
• Professionalism - Ability to be self-disciplined; controls emotional reactions and keeps personal biases out of the decision-making process. Is consistent, organized, and a continuous learner. Ability to communicate interdepartmentally and function as a productive member of the team.
• Workflow Oversight - Provides visibility into workflow progress, answers process questions, and escalates issues without direct people management.
• Decision Quality - Ability to exercise good judgement by thinking both methodically and thoroughly. Adept problem solver capable of thinking quickly in urgent situations.

Duties and Responsibilities:

• Primary point of contact for customers relating to daily service delivery workflow expectations.
• Maintain proactive communication and foster relationships with new and existing clients.
• Communicate directly with customers to gauge service satisfaction levels and growth opportunities.
• Guide Account Supervisors & Client Service Representatives with workload management and situational training.
• Negotiate and prepare client bids while ensuring the most cost-effective recommendation for the clients.
• Material research and procurement alignment.
• Maintain and improve the profitability of assigned accounts to meet established company goals.
• Identify issues, resolve, and relay resolutions to the customer. Seek new ways to resolve issues quickly.
• Effectively handle customer and vendor escalations.
• Complete specific Key Performance Indicator tracking and reporting for customers.
• Identify areas for process improvement and present to the proper channel.
• Participate in afterhours escalation rotation as needed.
• Maintain a positive attitude with all clients and vendors and demonstrate a focus on customer service.
• Embrace and share organizational initiatives, company culture, and values.
• Other duties as assigned.

Qualifications:

• High School Diploma or equivalent required.
• Two (2) years or more of Facilities Management experience required.
• Proficient in Microsoft Office.
• Excellent written and verbal communications skills.
• Strong analytical and organizational skills.
• Strong ability to multitask.
• Detail oriented.
• Team player.

Legacy Group Enterprises, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.