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Summary

The Account Manager will manage 1-5 accounts with up to $10M in revenue and a team of coordinators in delivering all client commitments. The ideal candidate will have expertise/experience in both client relations and operations.

Responsibilities:

•       Responsible for overall satisfaction of assigned client(s)

•       Monitors SLA performance and aligns with Service Operations to ensure client service levels are met/exceeded

•       Facilitates regular internal meetings with Support/Service Delivery team to discuss open issues, system updates, best practices, etc.

•       Identifies new CBRE | FacilitySource products that fit the client’s needs and make recommendations for process and spend optimization

•       Directly manages a team of coordinators in delivering all client commitments; provides formal coaching & development of direct reports

•       Prioritizes open issues/tasks, working closely with cross-functional teams

•       Aligns with partners and internal colleagues

•       Develops and manages the Account Plan, including ongoing delivery against the contractual obligations

•       Serves as primary point of contact for client(s); reviews key performance indicators with client (MBRs, QBRs, etc.)

•       Account-level P&L management

•       Manages daily performance and ongoing delivery against contractual obligations

•       Informs the organization of potential risks and develops action plans to address

•       Manage days sales outstanding (DSO)

Education & Experience:

•       3 years of experience in facilities management or client management required

•       Knowledge of facilities management/trade services required

•       Professional verbal and written communication skills

•       Knowledge of customer service principles and practices

•       Ability to develop a trusted advisor relationship with key accounts, customer stakeholders and executive sponsors

•       Demonstrated ability to professionally present to Senior Executives

•       Ability to prioritize among competing tasks

•       Ability to communicate and influence key stakeholders at all levels of an organization

•       Proficiency with MS Office (Outlook, Excel, Word) and business applications

•       Bachelor’s degree preferred

•       People leadership experience preferred