Account Manager

Account Manager

Family-owned since 1988, Interstate continues to be driven by our long-standing dedication to advancing the careers and talents of our team. We embrace a culture of recognition by rewarding exceptional employee performance and frequently promoting from within. As a fast growing national janitorial and maintenance company, we are seeking, driven team members who align with our work happy philosophy. We are proud to service clients among many business industries such as educational, office buildings, industrial facilities, healthcare, and specialty facilities. Our focus on creating healthy and safe environments allows businesses, schools and facilities across North America to thrive.

The Account Manager is responsible for building and maintaining strong customer relationships while ensuring high-quality service delivery for assigned accounts. This role serves as the primary point of contact for customers, coordinates with field crews and operations teams, resolves service issues, and identifies opportunities to grow accounts through additional services.

The ideal candidate is customer-focused, organized, responsive, and comfortable balancing relationship management with day-to-day operational coordination in a fast-paced service environment.

Essential Duties & Responsibilities:

Customer Relationship Management

• Serve as the primary point of contact for assigned commercial and/or residential clients.
• Build strong relationships through regular communication and proactive follow-up.
• Conduct customer check-ins to ensure satisfaction with window cleaning and related services.
• Address customer concerns, complaints, and service requests promptly and professionally.
• Resolve issues by coordinating with operations and following through until completion.
• Maintain detailed account notes, service preferences, and customer communications.

Account Retention & Growth

• Maintain customer satisfaction and retention within assigned portfolio.
• Identify opportunities to expand services including:
  • Interior and exterior window cleaning
  • High-access/window restoration services
  • Pressure washing
  • Gutter cleaning
  • Glass repair/restoration
  • Seasonal or recurring maintenance programs
• Prepare proposals, quotes, and service recommendations.
• Renew service agreements and manage recurring service schedules.
• Monitor contract terms and ensure customer expectations are met.

Operational Coordination

• Partner with scheduling and field leadership to ensure services are completed on time and according to scope.
• Communicate customer expectations and special instructions to crews.
• Monitor upcoming work and confirm readiness for scheduled services.
• Follow up on completed work to verify quality and customer satisfaction.
• Coordinate reschedules or service adjustments when needed.

Administrative Responsibilities

• Maintain accurate account records in CRM or scheduling systems.
• Track renewals, service history, proposals, and customer communications.
• Assist with invoicing questions and collections follow-up as needed.
• Prepare account activity reports and retention metrics.
• Support onboarding of new accounts and transition of sold work to operations.

Please note, the summary job specification is not a comprehensive definition of the post. It is subject to modification and amendment and could include other duties related to the post.

Requirements

Qualifications

• High school diploma or equivalent required; Associate's or Bachelor's degree preferred.
• 2+ years of account management, customer service, sales, or operations experience.
• Experience in window cleaning, facilities services, janitorial, building maintenance, or service-based industries preferred.
• Strong customer service and relationship-building skills.
• Excellent verbal and written communication.
• Strong organization and time management skills.
• Ability to manage multiple accounts and priorities.
• Problem-solving and conflict-resolution skills.
• Proficiency with email, Microsoft Office, CRM, and scheduling software.
• Valid driver's license may be required.

Preferred Skills

• Knowledge of commercial property service environments.
• Experience with route-based or recurring service scheduling.
• Proposal and pricing experience.
• Ability to read work scopes and communicate service expectations clearly.
• Comfortable visiting customer sites when needed.

Physical Requirements

• Ability to sit, stand, walk, and use office equipment regularly.
• Occasional travel to customer sites.
• Ability to inspect job sites indoors and outdoors.
• May occasionally work around ladders, lifts, and active job sites.

Interstate Premier Facility Services Provider is an Equal Employment Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.