Account Director

From commercial office space and manufacturing to multi-site retail portfolios, we manage and support over 1 billion square feet of facilities space for the nation’s leading organizations. We provide comprehensive facility services ranging from mechanical maintenance and self-performed, site-based operations to energy-efficiency upgrades and supplier-managed interior/exterior maintenance.

About the role

An Account Director is responsible for oversight of all aspects of service lines provided to the assigned client. This role is crucial in building and maintaining the relationship serving as liaison for EFS to our client. The Account Director will be a strategic, creative, and organized professional who takes pride in seeing operations run smoothly and efficiently. This position is responsible for the total performance of key strategic account(s), including achieving/exceeding operational performance objectives, cost savings, and maintaining and improving employee morale, retention, and productivity.

In conjunction with the Vice President, this role will help develop and execute the strategic direction and be accountable for implementation of identified strategic programs such as Reliability Maintenance, National Purchasing Leverage, Facility Maintenance Supplier Consolidation, and increasing workforce productivity as well as best practice application across the portfolio. The Account Director will plan, direct, and coordinate all operational activities to maintain and improve overall account performance.

Responsibilities

• Ensure alignment with client overall objectives and performance measurements.
• Use a collaborative process to review each Service Level Agreement (SLA) and Key Performance Indicator (KPI) to document and trend performance and results.
• Lead the company’s specific management strategy for each location by developing a three-year timeline which includes operating and suggesting capital improvements.
• Identify best practices and KPIs that will be used to manage and evaluate performance.
• Identify critical services required and potential consequences should these services not be carried out in accordance with the Customer Contract and Strategic Business Objectives, including contingency plans.
• Drive service levels across the portfolio, working closely with the client team to develop specific performance metrics based on business strategy and operational requirements.
• Analyze monthly reports to ensure strategic alignment and optimal delivery of service.
• Manage weekly and monthly Accounts Receivable (AR) & Accounts Payable (AP) to ensure accounts stay current.
• Conduct client review meetings to discuss performance results, operations reviews, work management process reviews, and benchmarking reviews; evaluate performance results and address issues and overall business objectives.
• Interface with client location point of contacts (POCs) as needed.
• Coordinate consistent service delivery and review work requests that approach the monetary spending limit; escalate requests (with estimate) that exceed the limit to the client.
• Develop plans and programs to meet and/or exceed client objectives within the account(s).
• Help set the strategic direction and implementation of business initiatives at the local/national market level.
• Establish goals, performance criteria, and measurement processes to proactively manage the business.
• Ensure cost effectiveness, consistency, quality, accuracy, and performance to business standards.
• Represent the organization, managing business relationships as well as performance of strategic alliances and joint ventures in assigned area.
• Strategically plan and manage current and future client contracts, assessing alternatives and understanding future customer requirements to ensure adequate future growth and development.
• Ensure effective customer satisfaction, service, and relations by implementing processes and technology to deliver quality products and services.
• Create a consistent operational image, implement account-wide initiatives, and produce a quality product in accordance with Company standards.
• Drive continuous improvement and innovation throughout account(s).
• Ensure high staff productivity and morale by carefully selecting people for staffing.
• Champion HR initiatives and make the function an integral part of the organization.
• Create an environment that gives team members and teams responsibility/authority to achieve goals, and hold them accountable.
• Provide guidance, mentoring, coaching, and feedback to team members; establish performance objectives, expectations, and regular appraisals.

Requirements

• Bachelor's degree (B.A.) from a four-year college or university; MBA preferred.
• Seven to ten years of related experience and/or training at a senior level in an organization managing client relationships.
• Must possess a valid driver’s license.
• Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.
• Ability to write reports, business correspondence, and procedure manuals.
• Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the public.
• Experience with operations and maintenance for Industrial Manufacturing Space is preferred.
• Industry designation preferred.
• Must have multi-site/account experience, ability to identify best practices within industry, and a proven ability to apply across multi-site/account scope.
• Facility Management, IFM experience preferred.
• Strong computer skills, primarily utilizing Microsoft Office Suites.
• Ability to travel up to 50% of the time.

Benefits

• Comprehensive benefits package including medical, dental, and vision coverage.
• Health savings and flexible spending accounts.
• Life insurance and disability coverage.
• 401(k) Savings Plan.
• College Coach and employee assistance program.

Pay

Compensation Range: $160,000 - $180,000