Senior Account Manager

Position Summary A Senior Account Manager is responsible for overseeing relationships with all customers and training and coaching existing Account Managers. Finding solutions to escalated customer issues to ensure customer's standards are being met. This position is the critical link between internal service teams and business partnerships with customers.

Essential Duties and Responsibilities:

• Maintaining set appointments for public relation/customer service visits with current customers
• Financial tracking including supply and labor budgets.
• Quality walks with external and internal customers
• Maintaining job cost models for all clients.
• Maintain account files for each client. The files should be current, orderly, and complete.
• Communication with night leadership to provide instructions on projects and expectations for job.
• Coordination with day leadership on the management of day custodians within your accounts
• Attending staff and training meetings.
• Professional written communication and response to customer e-mails
• Immediate follow up to all customer calls.
• Cultivate leads for perspective new clients and bidding of extra services.
• Attend IFMA events and participate on a committee.
• Development of proposals for perspective clients including the cost models for those proposals.
• Traveling/driving to client sites on a regular basis, daily if needed.
• Evaluate and plan account management assignments to make the most efficient use of internal operation and administration team strengths and weaknesses to ensure client delivery commitments are met.
• Identify strong internal and external vendor talent and best practices to ensure client satisfaction and future renewals.
• Conduct regular employer client process analysis focusing on opportunities to drive results such as process improvements, expectations management, key issues and resolutions.
• Update job knowledge by participating in educational opportunities, reading professional publications, maintaining personal networks, and participating in professional organizations.
• Manage client relationships and promote timely resolution of client issues. Interface with appropriate departments and orchestrate resources to handle customer service issues.
• Keep current on new laws and regulations that impact the janitorial industry (continuing education/seminars).
• Establish clearly defined goals and objectives. Communicate with department management through department meetings.
• Train the Account Management team on department policies and procedures as necessary to maintain department and organizational standards and strategic objectives.
• All other duties as assigned. Minimum Qualifications (Knowledge, Skills, and Abilities):
• Advanced personal computer operation skills in various software applications including Office 365, spreadsheets, electronic mail, and presentation.
• Ability to create professionally written documents and emails.
• An inherent sense of urgency to care for and respond to the needs of the customers.
• 360 Degree communication that informs internal and external customers of events and circumstances within your accounts.
• Strong leadership, coaching, organizing, project management and communication skills.
• Excellent organization skills, attention to detail with high degree of accuracy, and the ability to work independently and exercising judgment.
• Ability to analyze information and evaluate results to choose the best solution.

Education and Experience Requirements:

• 2-5 years of experience in customer services.
• Bachelor's degree or 5 years related experience.
• Strong English verbal and written communication skills
• Bilingual Spanish (preferred) Physical Demands and Work Environment The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position.

Reasonable accommodations may be made to enable individuals with disabilities to perform the functions. While performing the duties of this job, the employee is frequently in a typical office environment. The employee is frequently required to use hands to finger, handle, or feel and reach with hands and arms. The employee is occasionally required to stoop, kneel, crouch, or crawl and talk or hear. The employee must occasionally lift and/or carry up to 15 pounds. The travel required for this position is 15%. The duties listed above are intended only as general illustrations of the various types of work that may be performed. Specific statements of duties not included does not exclude them from the position if the work is similar, related, or a logical assignment to the position. Job descriptions are subject to change by the Company as the needs of the Company and requirements of the job change.

Job Type:

Full-time Pay:

$80,000.00 - $90,000.00 per year

Benefits:

401(k) matching Dental insurance Health insurance Life insurance Paid time off Vision insurance

Schedule:

8 hour shift Monday to Friday Weekends as needed Application Question(s): This role requires regular driving between sites. Do you currently have a valid driver license? What kinds of tasks have you done in Excel-such as tracking data, using formulas, or creating reports? Do you have experience managing or supervising a team? This role requires frequent travel between client sites and hands-on involvement with operations. Are you comfortable with a role that is both office-based and field-based?

Experience:

Customer service: 3 years (Required)

Work Location:

In person