Account Manager

Jobtailor; Centennial (CO); On-site; USD 65,000 - 90,000; Full time

Job summary

City Wide in Centennial, CO is seeking an experienced Account Manager to oversee assigned client relationships, drive retention, and expand services across building solutions. You will coordinate service delivery and tailor strategies to individual clients.

The role requires strong communication, CRM proficiency, and the ability to negotiate contracts while supervising Night Managers and coordinating with contractors to ensure satisfaction and timely issue resolution.

Qualifications

• 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 locally

Responsibilities

• Manage all aspects of assigned client relationships, including retention and expansion.
• Formulate and manage an effective service strategy and schedule tailored to each client.
• Negotiate and enter into agreements for additional services, determining pricing, staffing, and logistics.
• Manage Contractor relationships, including interviewing and hiring, negotiating pricing and contract terms, managing agreements, developing service specifications, ensuring client and Contractor compliance, and removing/replacing Contractors as necessary.
• Conduct quality control inspections of client sites and ensure client satisfaction.
• Supervise and direct Night Managers and ensure services are performed correctly.
• Promote the sale of, procure, and monitor supplies for clients.
• Communicate client issues with Contractors and the Director of Operations and address problems promptly.
• Use City Wide's CRM to perform client inspections, add extra charges, and manage NM routing.
• Schedule non-routine activities in client facilities using Outlook.
• Maintain Building Information Sheets, FSM Summary Sheets, Exhibit A's, and accurate MSDS sheets.
• Notify Sales Executives of potential accounts, especially new construction.
• Develop and implement plans with the Director of Operations and Night Managers to resolve complaints or service deficiencies.
• Approve Night Managers' and Service Representatives' pay sheets.
• Assist Accounting with collecting past-due client invoices and Contractor payment invoices.
• Maintain updated route sheets, key/alarm sheets, and monthly planners

Skills

Client relationship management

CRM proficiency

Service strategy development

Contract negotiation

Quality control

Building maintenance knowledge

Tools

Microsoft Office

CRM Database

Outlook

Job description

• 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, determining pricing, staffing, and logistics
• Manage Contractor relationships, including interviewing and hiring, negotiating pricing and contract terms, managing agreements, developing service specifications, ensuring client and Contractor compliance, and removing/replacing Contractors as necessary
• Conduct quality control inspections of client sites and ensure client satisfaction
• Supervise and direct Night Managers and ensure services are performed correctly
• Promote the sale of, procure, and monitor supplies for clients
• Communicate client issues with Contractors and the Director of Operations and address problems promptly
• Use City Wide's CRM to perform client inspections, add extra charges, and manage NM routing
• Schedule non-routine activities in client facilities using Outlook
• Maintain Building Information Sheets, FSM Summary Sheets, Exhibit A's, and accurate MSDS sheets
• Notify Sales Executives of potential accounts, especially new construction
• Develop and implement plans with the Director of Operations and Night Managers to resolve complaints or service deficiencies
• Approve Night Managers' and Service Representatives' pay sheets
• Assist Accounting with collecting past-due client invoices and Contractor payment invoices
• Maintain updated route sheets, key/alarm sheets, and monthly planners

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 locally

Core Competencies

Demonstrates expertise in client relationship management, including retention and expansion strategies, while ensuring compliance and quality control in service delivery. Proficient in utilizing CRM systems and Microsoft Office to manage client interactions and operational logistics.

Highest-signal resume keywords

• B2B Account Management
• Client Retention
• Service Strategy Development
• CRM Proficiency
• Quality Control Inspections

ATS Optimization Keywords

Hard Skills

• Client Relationship Management
• Service Strategy Formulation
• Contract Negotiation
• Quality Control
• Building Maintenance Knowledge

Soft Skills

• Detail-Oriented
• Excellent Communication
• Relationship Building
• Problem Solving
• Positive Attitude

Industry Keywords

• Facility Management
• Client Satisfaction
• Contractor Management
• Service Specifications
• Building Information Management

Tools & Technologies

• Microsoft Office
• CRM Database
• Outlook