Facility Account Manager
City Wide Facility Solutions - Santa Rosa, CA
posted 3 months ago
About the position
City Wide Facility Solutions North Bay is actively seeking a Facility Solutions Manager (FSM) for our location in Santa Rosa. The Facility Solutions Manager is responsible for the business operations of an assigned client contracted service area. This is a customer-facing, B2B account management position that provides field support including training, guidance with starting new clients, inspections of Contractor performance and compliance with client requirements, troubleshooting customer requests or complaints, coordinating site visits, and developing long-term relationships with Clients and Contractors. The FSM will manage all aspects of assigned client relationships, including client retention, expansion, and diversification of City Wide building solutions and/or products. In this role, you will formulate and manage an effective service strategy and schedule tailored to each client. You will negotiate and enter into agreements with clients for additional services, determining pricing, staffing, and logistics. Managing all Independent Contractor relationships is also a key responsibility, which includes interviewing and hiring, negotiating pricing and other contract terms, managing agreements, developing service specifications, ensuring client compliance, and verifying Contractor compliance. The FSM will 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. Additionally, you will supervise and direct Night Managers to ensure the client's strategy is executed and all services are performed correctly. Promoting the sale of, procuring, and monitoring supplies for clients is also part of your duties. Effective communication of all client issues with Contractors and the Director of Operations (or owner) is essential, as is promptly addressing any client issues or problems that arise. You will utilize City Wide's CRM to perform client inspections, add extra charges, and schedule non-routine activities in client facilities using Outlook. Keeping all required forms and documentation current for tracking building information, contracting with clients and Independent Contractors is crucial. The Facility Solutions Manager will also develop and implement a plan with the Director of Operations and the Night Managers to resolve any client complaints or deficiencies in service and actively monitor compliance. You will approve Night Managers and/or Service Representative's pay sheets, assist Accounting in collecting clients' past due invoices, and maintain updated route sheets, key/alarm sheets, and monthly planners for each client.
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 - determine pricing, staffing, and logistics.
- Manage all Independent Contractor relationships including interviewing and hiring, negotiating pricing and other contract terms, managing agreements, developing service specifications, client compliance, and verifying Contractor compliance.
- 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.
- Supervise and direct Night Managers; ensure the client's strategy is executed and all services are performed correctly.
- Promote the sale of, procure, and monitor supplies for clients.
- Effectively communicate all client issues with Contractors and the Director of Operations; promptly address any client issues or problems that arise.
- Use City Wide's CRM to perform client inspections, adding extra charges, NM routing, etc.
- Schedule each non-routine activity in client facilities using Outlook.
- Update and keep current all required forms and documentation for tracking building information, contracting with clients and Independent Contractors.
- Notify Sales Executives of potential accounts in your territory, especially new construction.
- Develop and implement a plan with the Director of Operations and the Night Managers to resolve any client complaints or deficiencies in service and actively monitor compliance.
- Approve Night Managers and/or Service Representative's pay sheets; ensure accuracy.
- Assist Accounting in collecting clients' past due invoices and payment invoices for Contractors.
- Maintain updated route sheets, key/alarm sheets, and monthly planner for each client.
Requirements
- 2+ years outside B2B account management experience, building maintenance or facility management preferred but not required.
- 2+ years track record of success in a client retention role, with goals and metrics to support.
- Highly detail-oriented and excellent follow-through on commitments.
- Positive and outgoing personality; great at building relationships.
- Excellent verbal and strong written communication skills.
- Proficient in Microsoft Office and knowledge of CRM database.
- Ability to travel on a daily basis to client locations within the North Bay Area.
Benefits
- Health insurance
- 401(k)
- Commission on Sales
- Bonus on performance
- Paid vacation
- Sick leave
