Account Manager

Responsibilities

• Ensure all assigned buildings are cleaned according to the contracted schedule and service expectations.
• Serve as the primary point of contact for the client and maintain strong, professional relationships.
• Follow Standard Operating Procedures (SOPs) for conducting quality control inspections and completing quality review reports.
• Maintain accurate account documentation, including contact information, scopes of work, supply inventories, and inspection records.
• Implement SOPs for account setup and ongoing account management, including follow-up visits and service reviews.
• Monitor budgets and expenses to meet profitability goals while maintaining service excellence.
• Ensure a safe work environment and compliance with all company safety policies across all assigned buildings.
• Proactively address client concerns and resolve service issues in a timely and professional manner.
• Complete and pass CSS training provided by BSCAI within the first 30 days of employment.

Personnel Management

• Train custodial team members to perform their duties effectively, efficiently, and safely in accordance with the B&T Training Program.
• Conduct employee coaching sessions and performance reviews to maintain high-quality standards.
• Interview candidates, recommend hiring decisions to HR, and manage employee disciplinary actions and terminations when necessary.
• Cook up staffing and scheduling to ensure adequate coverage across all assigned buildings.
• Foster employee engagement and promote a positive team culture focused on accountability and continuous improvement.
• Ensure team members adhere to all safety guidelines and company policies.

Measures of Performance

• Ensure assigned buildings consistently receive "Good" to "Excellent" scores on Quality Control assessments.
• Meet established goals related to quality inspections, employee visits, client touchpoints, and operational metrics.
• Resolve account issues promptly to minimize client complaints and maintain high levels of customer satisfaction.
• Monitor and manage account budgets, including labor, equipment, and supply expenses.
• Demonstrate strong leadership and the ability to develop high-performing teams.
• Exhibit excellent organizational skills and the ability to work independently while managing multiple priorities.