Account Manager

About the Role

City Wide Facility Solutions is seeking a Facility Solutions Manager (FSM) for our Franchise location in Findlay, Ohio. As the nation's leading management company in the building maintenance industry, City Wide provides solutions to a wide range of facility issues for clients. In this role, you will serve the Northwest Ohio market, one of over 115 markets across the United States and Canada. Our mission is to create a ripple effect by positively impacting the people and communities we serve.

The Facility Services Manager is responsible for the business operations of an assigned client contracted service area, providing field support including training, guidance for new clients, inspections of contractor performance, troubleshooting customer requests, and developing long-term client and contractor relationships.

Responsibilities

• Manage all aspects of assigned client relationships, including retention, expansion, and diversification of City Wide building solutions and products.
• Formulate and manage an effective service strategy and schedule tailored to each client.
• Negotiate and enter into agreements with clients for additional services, determining pricing, staffing, and logistics.
• Manage all contractor relationships, including hiring, negotiating pricing and contract terms, developing service specifications, ensuring compliance, and replacing contractors as necessary.
• Ensure a standard of excellence in quality and client satisfaction through detailed quality control inspections and consistent follow-through.
• Supervise and direct Night Managers to ensure client strategy execution and correct service performance.
• Ensure adequate staffing (internal and external) to service clients.
• Promote, procure, and monitor supplies for clients.
• Effectively communicate client issues with contractors and the Director of Operations; promptly address any problems.
• Use City Wide’s CRM to perform client inspections, add extra charges, and manage non-routine activities.
• Schedule non-routine activities in client facilities using Outlook.
• Update and maintain Building Information Sheets (BIS), FSM Summary Sheets, Exhibit A’s, and MSDS sheets.
• Notify Sales Executives of potential accounts, especially new construction.
• Discuss quality control surveys with clients and encourage responses.
• Communicate client survey responses to the Director of Operations, Night Managers, and Contractors.
• Develop and implement plans to resolve client complaints or service deficiencies.
• Approve Night Managers’ and Service Representatives’ pay sheets for accuracy.
• Assist Accounting in collecting past-due invoices and processing contractor payments.
• Maintain updated route sheets, key/alarm sheets, and monthly planners for each client.
• Participate in monthly independent contractor paydays.

Requirements

• 3-5+ years of sales and management experience in building maintenance, facility management, or equivalent.
• 3+ years of success in a client retention role with measurable goals and metrics.
• High School diploma required; bachelor’s degree highly desirable.
• Highly detail-oriented with excellent follow-through on commitments.
• Positive, outgoing personality with strong relationship-building skills.
• Excellent verbal and written communication skills.
• Proficient in Microsoft Office and CRM databases.
• Ability to travel daily to client locations.

Working Conditions

Physical Demands

The physical demands include constant sitting, bending, standing, and walking, with the ability to lift up to 25 pounds.

Environment

While performing the duties of this job, the employee may occasionally be exposed to fumes, airborne particles, and extreme heat. Safety requirements include safety glasses, hearing protection, and steel-toed work boots.

Benefits

• Competitive compensation plan: Base salary + Monthly Commissions.
• Anticipated first-year total compensation of $70k; top performers exceed $90k.
• PTO.
• Gas and phone allowance.