Overview:

The Account Manager plays a pivotal role in ensuring exceptional service delivery and satisfaction across all client touchpoints in our facilities maintenance operations. This role is responsible for designing and implementing strategies to enhance client engagement, resolve issues efficiently, drive growth, and foster long-term client relationships. The ideal candidate will have a strong background in account management, business development, and client growth.

Key Responsibilities:

• Serve as the primary point of contact for key clients, ensuring their needs are met with professionalism and urgency.


• Conduct regular check-ins and facilities condition assessments to proactively address concerns.


• Monitor service delivery performance across maintenance teams and vendors.


• Collaborate with operations to ensure timely resolution of service issues and adherence to SLAs.


• Analyze customer feedback and service data to identify trends, growth opportunities, and areas for improvement.


• Develop and implement customer experience initiatives that align with business goals.


• Work closely with account managers, dispatch teams, and field technicians to ensure a unified customer experience.


• Generate reports on customer satisfaction, service performance, and issue resolution metrics.


• Present insights and recommendations to senior leadership.

Qualifications:

• Bachelor’s degree in Business or a related field (or 2+ years of Facilities Management experience in lieu of a degree).


• 3+ years of experience in account management, business development, or client growth, preferably in facilities maintenance or a service-based industry.


• Strong communication, problem-solving, and interpersonal skills.


• Experience with CRM systems and service management platforms.


• Ability to manage multiple priorities in a fast-paced environment.

Preferred Skills:

• Knowledge of facilities maintenance operations (e.g., HVAC, janitorial, electrical, plumbing).


• Familiarity with KPIs such as First-Time Fix Rate, Response Time, and Customer Satisfaction Score (CSAT).


• Familiarity Corrigo or similar work order management systems

Location: On-Site in Marietta, GA

Note: Due to the nature of this role, one must successfully pass a criminal background check, drug screen, and MVR check.