National Account Manager Company:

Summit Facility Solutions Employment Type:

Full-Time Department:

National Accounts /

Operations Reports To:

Director of National Accounts /

Senior Operations Leadership Travel:

Occasional travel as needed Position Summary Summit Facility Solutions is seeking a highly organized, responsive, and operationally driven National Account Manager / Operations Coordinator to support the day-to-day management of a large, multi-location national portfolio. This is not a traditional desk-based account management position. This individual will serve as the central operating hub between the client, Summit's internal operations team, regional management, field personnel, subcontracted service partners, and project teams supporting a geographically dispersed portfolio. The National Account Manager will maintain visibility across the portfolio, monitor service delivery, coordinate issue resolution, track quality and compliance, manage reporting, support vendor and field operations, coordinate additional services, and ensure Summit consistently delivers against its contractual commitments. This individual must be comfortable managing a high volume of locations, people, communications, service requests, inspections, open issues, deadlines, and competing priorities while maintaining exceptional organization and communication. Success in this position requires someone who takes ownership, follows through relentlessly, communicates clearly, anticipates problems, and understands that managing a national account requires both attention to detail and the ability to see the larger operational picture. Core ResponsibilitiesAccount & Client Coordination Serve as the primary day-to-day operational contact for assigned national accounts. Maintain regular communication with corporate, regional, and local client stakeholders. Receive, triage, coordinate, and track client requests through completion. Provide timely and professional responses to questions, concerns, and service requests. Maintain an active account action log documenting open issues, ownership, deadlines, corrective actions, and resolution. Coordinate recurring operational calls and account reviews. Prepare meeting agendas, operational updates, open-item reports, and follow-up documentation. Escalate significant operational, contractual, financial, or client-relations concerns to Summit leadership. Develop a strong understanding of each client's organization, regional structure, locations, expectations, and operating priorities. National Operations Coordination Maintain daily visibility into service delivery across assigned portfolios. Coordinate with Summit regional operations personnel, field teams, subcontractors, and service partners. Verify locations are properly staffed and services are being performed according to approved scope, schedule, and frequency. Identify missed services, staffing gaps, recurring complaints, or performance concerns and coordinate corrective action. Track operational issues from initial notification through documented resolution. Maintain clear ownership and deadlines for outstanding operational issues. Assist field operations with access issues, schedule changes, service adjustments, staffing concerns, and client requests. Coordinate backup coverage when primary service providers are unavailable. Identify recurring operational trends and work with leadership to develop permanent solutions. Maintain awareness of upcoming operational changes that could affect service delivery. Quality Assurance & Performance Management Maintain visibility into inspections, service verification, supporting documentation, corrective actions, complaints, and open issues. Ensure required inspections and quality reviews are completed according to established schedules. Review inspection results and identify locations falling below established quality expectations. Assign and track corrective actions with regional and field operations. Confirm corrective actions are documented and closed within required timelines. Identify recurring deficiencies and locations requiring increased operational attention. Prepare weekly and monthly quality summaries for leadership and client stakeholders. Ensure service documentation accurately reflects actual site conditions and work performed. Monitor account-level trends and recommend operational improvements. Work with operations to develop performance improvement plans when locations or service partners consistently fall below expectations. Service Issue & Escalation Management Serve as the first internal coordination point for service deficiencies and client complaints. Immediately determine the responsible field manager, service provider, or subcontractor. Establish corrective-action deadlines based on the severity of the issue. Closely monitor urgent safety, compliance, service, or client-impacting deficiencies. Obtain photos, inspection documentation, service confirmation, and supporting information when required. Provide proactive status updates so clients do not have to repeatedly request information. Escalate unresolved or repeated deficiencies to senior operations leadership. Maintain documentation of root cause, corrective action, and final resolution. Identify patterns across locations, vendors, markets, or service types and recommend operational changes. Ensure issues are not considered resolved until completion has been verified. Subcontractor & Service Partner Management Coordinate day-to-day activity with Summit's national network of subcontractors and service partners. Maintain accurate vendor contacts and escalation information by market. Confirm service partners understand site scope, schedules, access requirements, service expectations, and reporting requirements. Track vendor performance, missed services, complaints, quality results, and corrective actions. Coordinate replacement coverage or additional operational support when performance becomes unacceptable. Support onboarding of new service partners and locations. Ensure vendors provide required operational and compliance documentation. Work closely with Summit's vendor management and operations teams to maintain appropriate coverage throughout assigned portfolios. Help maintain accountability between Summit's contractual obligations and the work performed by service partners. Compliance & Service Standards Maintain working knowledge of applicable client specifications and Summit service protocols. Help ensure assigned personnel and service partners comply with required training and site procedures. Track required operational and training documentation. Reinforce proper use of approved chemicals, equipment, PPE, and service procedures. Support compliance with applicable OSHA, safety, hazard communication, and site-specific requirements. Immediately escalate issues that could affect safety, service continuity, client operations, or regulatory compliance. Coordinate documentation requested by clients related to service delivery, training, inspections, or corrective actions. Supplies, Equipment & Site Readiness Coordinate janitorial supply and consumable requirements where applicable. Monitor inventory levels, reorder requirements, shortages, and recurring supply issues. Coordinate equipment deployment, replacement, repair, and maintenance with field operations and service partners. Track location-specific requirements and exceptions. Assist with new-site openings, relocations, temporary closures, expansions, and service changes. Maintain accurate records of locations, service schedules, operating hours, contacts, access requirements, and special instructions. Ensure operational teams have the information and resources necessary to successfully service assigned locations. Additional & Ancillary Services Coordinate requests outside the routine contracted scope, including services such as: Deep cleaning Floor care Carpet cleaning and extraction Interior and exterior window cleaning Upholstery cleaning High dusting Emergency cleaning Post-construction cleaning Specialty cleaning Other facility-related services The National Account Manager will help define the request, obtain necessary site information, coordinate pricing internally, schedule approved work, communicate expectations to field teams and service partners, and verify successful completion. Reporting & Account Administration Maintain accurate master site rosters and operational records. Track location contacts, schedules, service partners, service requirements, inspection history, service changes, and special requirements.

Prepare weekly account reporting highlighting:

Service performance Open issues and aging items Quality results Inspections Corrective actions Staffing and service partner concerns Additional service requests Client escalations Upcoming operational priorities Assist with invoice validation and investigation of billing discrepancies. Track approved additional work and confirm appropriate documentation exists before billing. Maintain organized account records and documentation. Support monthly, quarterly, and annual business reviews. Provide leadership with accurate visibility into the overall health of assigned accounts. Account Implementation & Growth The position will play an important role in the continued development and growth of Summit's national account portfolio.

Responsibilities include:

Supporting onboarding and mobilization of new locations. Coordinating site information and operational readiness before launch. Confirming staffing, service partners, supplies, equipment, access, and reporting requirements are established before service begins. Closely tracking newly launched locations during stabilization periods. Identifying service gaps and opportunities to improve the overall program. Supporting additional service opportunities and expanded scopes where appropriate. Helping Summit develop repeatable processes that allow national portfolios to grow without sacrificing service quality. Supporting portfolio expansions and new market launches. Helping ensure lessons learned from existing locations are incorporated into future implementations. Travel Requirements Occasional travel required based on account and operational needs. Travel may include site visits, new location launches, client meetings, operational reviews, quality inspections, service partner meetings, and support of significant service or performance issues. Participate in site walkthroughs and field visits when additional operational oversight is needed. Support new market and location mobilizations when appropriate. Travel to assist with escalated service issues or performance improvement initiatives as needed. Maintain flexibility for periodic travel throughout the United States, including occasional overnight travel. This is not a high-frequency travel position; however, the individual must be willing and able to travel when hands-on involvement will benefit the client or operation. What We Are Looking For The ideal candidate is someone who is extremely organized but operationally minded. We are looking for someone who naturally asks: Who owns this? When will it be completed? Has it actually been completed? Where is the documentation? Does the client know it is resolved?

The successful candidate should be:

Highly organized and detail-oriented. Comfortable managing large multi-location portfolios and numerous simultaneous issues. Responsive and comfortable operating in a fast-paced environment. Strong at follow-through and closing open items. Able to communicate professionally with executives, clients, field managers, subcontractors, and frontline personnel. Comfortable holding internal teams and external partners accountable. Able to distinguish between a routine issue and something requiring immediate escalation. Proactive rather than reactive. Comfortable making decisions with limited supervision. Strong at documenting, organizing, and communicating information. Capable of identifying patterns and solving root causes rather than simply forwarding emails. Willing to jump into operational problems and help drive them to resolution. Comfortable working for an entrepreneurial, growing organization where responsibilities may extend beyond a narrow job description. Able to maintain composure and organization when multiple priorities require attention at the same time. Someone who takes personal ownership of the client experience.

Experience & Qualifications Preferred:

3+ years of experience in facilities management, janitorial operations, account management, property services, healthcare support services, hospitality, or multi-site operations. Experience managing or coordinating geographically dispersed portfolios. Experience working with subcontractors or third-party service providers. Experience supporting high-service, multi-location environments. Experience managing client escalations and service recovery. Strong proficiency with Microsoft Excel, Outlook, Teams, Word, and related business systems. Experience with work-order, inspection, facility-management, CRM, or quality-management systems. Strong written and verbal communication skills. Ability to analyze operational information and identify trends, risks, and priorities. Ability to occasionally travel throughout the United States as operational needs require. A college degree is preferred but not required when supported by strong relevant operational experience. What Success Looks Like Within the first 90 days, this person should become the individual who can answer virtually any operational question regarding their assigned accounts or quickly determine who can.

Success will be measured by:

Client responsiveness and satisfaction. Reduction in unresolved and aging service issues. Inspection completion and quality performance. Corrective-action closure. Service partner and subcontractor accountability. Accuracy and timeliness of account reporting. Effective management of additional service requests. Successful onboarding of new locations. Reduction in recurring service deficiencies. Successful coordination of service recovery when problems occur. Overall organization and visibility across assigned accounts. The Summit Environment Summit Facility Solutions is a growing national facility-services organization. Our model requires people who are willing to take ownership, communicate quickly, solve problems, and work collaboratively across departments. We are not looking for someone who simply forwards requests from clients to operations. We are looking for someone who owns the request until the work is complete. The right person will become an integral part of Summit's National Accounts team and will have the opportunity to help shape how our largest and most complex national programs are managed and scaled.

Pay:

$75,000.00 - $90,000.00 per year

Benefits:

Health insurance Paid time off

Work Location:

In person