The Account Manager is responsible for the business operations of an assigned client contracted service area. This position provides field support including – training, guidance with starting new clients, inspections of Contractor performance and compliance with client requirements, trouble-shooting customer request/complaints, coordinating site visits, and developing long-term relationships with clients and Contractors. Additional responsibilities include procuring supplies from clients and ensuring high client satisfaction.

Responsibilities

Manage all aspects of assigned client relationships, including client retention, expansion and diversification of City Wide building solutions and/or products.  Formulate and manage an effective service strategy and schedule tailored to each client. Negotiate and enter into agreements with clients for additional services Manage all Contractor relationships including – Manage agreements, develop service specifications, client compliance, verify Contractor compliance, and remove/replace Contractors as necessary. Ensure a standard of excellence in quality and client satisfaction, through detailed quality control inspections of client sites and consistent follow through with all promises to clients. Ensure adequate (internal and external) staffing needs to service clients. Promote the sale of, procure, and monitor supplies for clients.  Effectively communicate all client issues with Contractors and designated operations support personnel; promptly address any client issues or problems that arise. Use City Wide’s CRM to log and track client inspections Schedule non-routine activity in client facilities Ensure MSDS sheets for each client serviced in janitor closets are complete, accurate, and all items are properly labeled. Notify Sales Executives of potential accounts in your territory, especially new construction. Discuss quality control surveys with your clients and encourage them to take the time to respond when they are received.  Develop and implement a plan to resolve any client complaints or deficiencies in service and actively monitor compliance. Maintain updated route sheets, key/alarm sheets, and monthly planner for each client.