FM Account Manager

Daniel Owen Ltd; Greater London; On-site; GBP 42,000 - 65,000; Full time

Job summary

Daniel Owen Ltd is seeking an Account Manager to lead client relationships within a commercial FM and building maintenance context in London. You will understand client buildings, priorities and translate them into delivery with our operational teams.

You will own a portfolio of accounts, conduct site visits, negotiate scopes and quotations, and identify opportunities to expand our service across client organisations.

Qualifications

• Experience in Facilities Management or FM maintenance environments.
• Strong ability to build and manage client relationships.
• Comfortable discussing maintenance issues and associated commercial implications.

Responsibilities

• Own a portfolio of commercial client accounts and act as day-to-day contact.
• Collaborate with operations, mobilisation and project teams to deliver works.
• Identify opportunities to expand service delivery and secure long-term contracts.
• Review quotations, costs and margins with clients to protect value.

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.

You should be comfortable:

• 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.

You’ll ideally already understand:

• 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.