Account Manager

Summary The Account Manager is responsible for the day-to-day delivery of facilities services to several major client sites within a geographic territory.

This role plays an integral part in client account management, operational support, and financial success for the assigned client base.

This role also works closely with multiple internal and external stakeholders to address daily client challenges, while identifying and executing opportunities to make meaningful improvements to client operations.

The role is based at our corporate headquarters with travel to client sites as needed.

ResponsibilitiesServe as primary client account manager for assigned client portfolio, interacting regularly with client management telephonically, electronically, and in person to ensure the highest level of client satisfactionEvaluate all client requests for urgency, efficacy, and necessity to ensure that the client’s maintenance budget is allocated efficiently so as to satisfy service requirements while controlling discretionary scope expansion and preventing unnecessary spendingManage all service requests by understanding the issue in context, assigning the appropriate resources for project completion, maintaining appropriate timelines, and communicating regularly with client and department leadershipControl the release of work requests to vendors to achieve monthly, quarterly, and annual financial objectives for the client and Caliber Service ManagementAnticipate, take ownership of, and proactively manage client escalations in order to achieve resolution as quickly as possible, while escalating the most complex and consequential issues to department leadership with actionable recommendations for solutionsDeveloping and manage relationship with various client stakeholders including service location staff and their management, corporate functions, and the management offices for facilities-related programs and projectsCoordinate with and appropriately direct workflows among the client’s internal commodities and external service providers to ensure work is completed and accounted for per the client’s specificationsPrepare and deliver routine and ad hoc communications and qualitative reports to the client that are impactful and of high professional standardsProactively research, develop, and implement solutions to client requests that fall outside of standard procedure and historical precedent and are ambiguous in context, scope, and resolution processCoordination with external third-party stakeholders including municipal governments, landlords, property associations, and other third-party vendors to resolve all facilities-related issuesCoordinate with and provide direction to after-hours and weekend coverage teams to maintain 24/7 coverage of all client support activitiesResponsible for the financial performance including margin attainment, contract retentions, and applicable reconciliations related to including back charges and collectionsFosters a positive team environment and may provide coaching or mentoring to team membersEnsures confidentiality and accuracy of internal and external dataPerforms ad-hoc projects and other duties as assignedTravel required up to 25% SkillsExcellent verbal, written and time-management skills.Contract negotiation skills.Ability to work effectively in collaboration across all departments.Must be productive in a deadline driven work environment.Proven ability to adapt and be flexible to change.Excellent critical thinking and problem-solving skills.Hands on knowledge of MS Word, Outlook and Excel.Team management skills Qualifications Bachelor’s Degree1-3 years of experience preferredExperience in facilities management, maintenance management, or building engineering, maintenance trades, or related fields a plus Compensation includes Vacation, Holiday Pay, 401k, great team and profit-sharing incentives.

Caliber Service Management is an equal opportunity employer.

We are committed to recruiting, hiring, training, and promoting qualified people of all backgrounds, regardless of sex; race; color; creed; national origin; religion; age; marital status; pregnancy; nursing mother status; physical, mental, or sensory disability; sexual orientation; gender identity or expression; military or veteran status; or any other basis protected by federal, state, and/or local laws.