FM Account Manager

Daniel Owen Ltd; City Of London; Hybrid; GBP 45,000 - 65,000; Full time

Job summary

Source is seeking an Account Manager to own a portfolio of commercial client accounts within the FM and building maintenance sector in Central London and the South East. You will be the primary client contact, understand client buildings and priorities, and work with operations to deliver agreed works and resolve issues.

You will engage with clients regularly, review quotations, and identify opportunities to expand the scope of services, while maintaining strong long-term relationships and a

Qualifications

• Experience in Facilities Management, commercial building maintenance or FM maintenance contractor environments.
• Proven ability to manage multiple client accounts and sites and develop long-term relationships.
• Comfortable discussing maintenance issues, margins and commercial risk with clients and internal teams.
• Ability to identify opportunities and turn client conversations into deliverable works.

Responsibilities

• Take ownership of a portfolio of commercial client accounts.
• Be the trusted day-to-day contact for your clients.
• Build relationships across the client's organisation, not just a single contact.
• Understand each client's buildings, priorities and ways of working.
• Maintain regular contact through meetings, site visits and reviews.
• Identify opportunities where Source can provide additional services or works.
• Develop existing accounts and increase the level of delivered work where appropriate.
• Support client retention and long-term account growth.

Skills

Client relationship building

Commercial awareness

Stakeholder management

Proactive and responsive

Highly organized

Decision making

Travel readiness

Job description

This is first and foremost a client-facing Account Management role within commercial FM and building maintenance.

You'll own the relationship with your allocated clients, understand their buildings, requirements and priorities, and become someone they trust to help them solve problems and get things done.

Your responsibility is to retain, strengthen and develop those relationships, while ensuring opportunities are properly understood, commercially assessed and handed through our business effectively.

You'll work closely with the operational, mobilisation and project teams, who are responsible for coordinating and delivering the works.

We're looking for somebody who already understands the commercial FM and building maintenance environment and is comfortable sitting in front of clients, discussing their requirements and representing Source.

Ideally, you'll already be working as an Account Manager, Senior Account Manager, Client Manager, client-facing Contract Manager or an existing Senior contract manager within an FM service provider or commercial maintenance contractor.

Client Account Management & Development

• Take ownership of a portfolio of commercial client accounts
• Become a trusted day-to-day contact for your clients
• Build relationships across the client's organisation, rather than relying on a single contact
• Understand each client's buildings, priorities, expectations and ways of working
• Maintain regular contact through meetings, site visits and account reviews
• Keep close visibility of live and upcoming requirements
• Deal confidently with problems and complaints while protecting the long-term relationship
• Work with our operational teams to ensure client expectations are understood and communicated
• Identify opportunities where Source can provide additional services or works
• Develop existing accounts and increase the level of work we deliver where appropriate
• Support client retention and long-term account growth
• Take ownership of the overall client experience

Commercial & Maintenance Understanding

You won't be expected to personally deliver every job, but you need to understand the environment we're operating in.

• Reviewing reactive, planned and small works enquiries
• Understanding commercial building maintenance requirements
• Discussing scopes of work with clients
• Reviewing labour, material and subcontractor requirements
• Preparing and/or reviewing quotations for maintenance and small works
• Understanding margins, costs and commercial risk
• Recognising variations and additional works
• Identifying opportunities from client conversations and site visits
• Challenging costs or proposed solutions where appropriate
• Working with operational colleagues to turn client requirements into deliverable works

You'll need enough technical and commercial understanding to have credible conversations with clients, engineers, subcontractors and our internal delivery teams.

What We're Looking For

Industry experience is important to us.

We're specifically looking for somebody with experience in Facilities Management, commercial building maintenance or an FM maintenance contractor environment.

• Reactive and planned maintenance
• Commercial building fabric
• Basic M&E maintenance
• Small works and projects
• Commercial property environments
• Managing multiple client accounts and/or sites
• Engineers and subcontractor delivery models
• Quotations and additional works
• Commercial awareness and margin
• Managing agents and commercial property clients
• Client meetings and site visits
• Complaints, service issues and relationship management

The Person

We're looking for somebody who is:

• Naturally strong at building client relationships
• Commercially aware
• Confident discussing maintenance and building issues
• Comfortable identifying and developing opportunities
• Credible in front of clients
• Proactive and responsive
• Highly organised
• Calm when things go wrong
• Comfortable challenging both clients and internal teams when necessary
• Able to take ownership and make decisions
• Interested in understanding what matters to the client rather than simply processing jobs
• Ambitious and interested in developing with the business long term

You'll need a full UK driving licence, the right to work in the UK and the ability to travel regularly into Central London and across the South East