Strategic Client Relations & Operations Manager

City Wide; Tampa (FL); Hybrid; USD 65,000 - 95,000; Full time

Benefits offered by this job

Base salary + uncapped commissions

Medical, dental and vision coverage

Supplemental insurance programs

401K

Job summary

City Wide Facility Solutions is seeking an Account Manager to oversee the business operations for assigned client areas. You will train, guide new clients, inspect contractor performance, resolve client requests, coordinate site visits, and build long-term client and contractor relationships.

You will also negotiate contracts, manage staffing and logistics, ensure quality control, and use CRM systems to maintain client data and billing.

Qualifications

• Three to five+ years of sales and management experience in building maintenance or facility management.
• Bilingual proficiency in English and Spanish highly preferred.
• High School diploma required; bachelor’s degree highly desirable.

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 Contractor relationships including – Interview and hire, negotiate pricing and other contract terms, manage agreements, develop service specifications, client compliance, verify Contractor compliance, and remove/replace Contractors as necessary.
• 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 (NM) to ensure the client’s strategy is executed and all services are performed correctly.
• Ensure adequate staffing needs to service clients.
• Promote the sale of, procure, and monitor supplies for clients.
• Effectively communicate all client issues with Contractors and the Director of Operations (DOO) (or owner); 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 BIS, FSM Summary Sheets, and Exhibit A’s. Ensure MSDS sheets for each client serviced in janitor closets are complete, accurate, and all items are properly labeled.
• Notify Sales Executives of potential accounts in your territory, especially new construction.
• Discuss quality control surveys with your clients and encourage them to take the time to respond when they are received.
• Communicate client survey responses to the DOO, NMs, and Contractors.
• Develop and implement a plan with the DOO and the NMs to resolve any client complaints or deficiencies in service and actively monitor compliance.
• Approve NM and / or Service Representatives 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.
• Participate and be present in monthly Contractor paydays.

Skills

Relationship-building

Communication

Detail-oriented

Time management

Client relationship management

Education

High School diploma

Bachelor's degree desirable

Tools

Microsoft Office

CRM databases

Job description

City Wide Facility Solutions is seeking an Account Manager to oversee the business operations for assigned client areas. You will train, guide new clients, inspect contractor performance, resolve client requests, coordinate site visits, and build long-term client and contractor relationships.

You will also negotiate contracts, manage staffing and logistics, ensure quality control, and use CRM systems to maintain client data and billing.