Director of Enterprise Account Management

City Wide is seeking a strategic, relationship-driven Director of Enterprise Account Management to lead the retention, growth, and service experience of our most important enterprise client relationships. In this leadership role, you will develop and coach a team of Enterprise Account Managers and client-support professionals while partnering with clients, franchise teams, and internal departments to deliver exceptional service, strengthen retention, and grow revenue. This is an excellent opportunity for an experienced B2B account management, customer success, sales, or client services leader who enjoys developing people, solving complex challenges, and building long-term enterprise partnerships. What You'll Do As the Director of Enterprise Account Management, you will lead the strategy and execution behind retaining and growing a portfolio of enterprise and strategic client accounts. You will: Lead, support, and develop a team of Enterprise Account Managers, Customer Service Representatives, and Data AnalystsInterview, hire, onboard, train, coach, and mentor team members to support their professional growth and performanceLead weekly team meetings and conduct regular one-on-one coaching meetings with direct reportsSupport Enterprise Account Managers in retaining key client relationships, identifying expansion opportunities, and growing their books of businessBuild trusted, long-term relationships with enterprise client decision-makers and key stakeholdersServe as the primary liaison between enterprise clients and franchise teams, ensuring communication, expectations, and service delivery remain alignedResolve escalated client concerns with urgency, professionalism, and a solutions-focused approachCoach franchise partners and operations teams on service recovery, issue resolution, retention, and account-growth strategiesLead and support Quarterly Business Reviews (QBRs) and other strategic client conversationsEnsure client relationship standards, account activity, and service and operations plans are accurately documented in the CRMOversee execution of Master Service Agreement (MSA) terms, including renewals, price increases, and other contractual requirementsAnalyze account and departmental performance, identify trends, and refine strategies to achieve retention and revenue-growth goalsPartner with Franchise Support, Legal, Operations, and Marketing to deliver a consistent, high-quality client experience across the City Wide systemSupport ongoing improvements to policies, procedures, workflows, and service-delivery practices within the Enterprise Account Management divisionTravel up to 30% to support client relationships, franchise teams, and business prioritiesPerform other duties as assigned Requirements How Success Is Measured Your performance will be evaluated through department and company scorecards, including: Contract revenue retentionGrowth in additional services and janitorial-services revenueYear-over-year book-of-business growthFranchise partner satisfactionCompany-wide goals related to people, growth, and profitability What You Bring We are looking for a confident, collaborative leader who balances strategic thinking with exceptional client relationship management. The ideal candidate will have: A bachelor's degree or equivalent experience in B2B sales, account management, customer success, business development, or a related fieldExperience leading, coaching, and developing client-facing teamsA demonstrated ability to retain and grow complex B2B client relationshipsStrong verbal and written communication skillsThe ability to build trust, credibility, and rapport with clients, team members, franchise partners, and internal stakeholdersSound judgment, strong decision-making skills, and the ability to remain calm and professional in challenging or escalated situationsA genuine passion for training, mentoring, and helping others succeedExcellent organization, follow-through, time-management, and prioritization skillsExperience using CRM systems and maintaining accurate account activity, client communications, and opportunity recordsProficiency in Microsoft Office, including Excel, Word, and OutlookA positive, helpful, and service-focused approach in every interaction Why City Wide At City Wide, your leadership will directly influence the success of key enterprise relationships, the performance of franchise teams, and the continued growth of our business. You will have the opportunity to lead a high-performing team, strengthen strategic client partnerships, and make a measurable impact on retention, growth, and customer experience. Benefits City Wide Franchise offers a competitive compensation structure to include bonus and comprehensive benefits, including medical, dental, vision, life insurance, short- and long-term disability insurance, PTO, and 401k. In addition, City Wide Franchise prides itself on a culture rich in history and collaboration, within an exciting, fast-paced, and flexible work atmosphere that fosters continual learning and development. As a people-centered culture, we also offer community-based enrichment, including paid time to support charities of choice! City Wide Franchise is a fast-growing company with over 100 franchise locations across the US and Canada. Founded in 1961, City Wide Facility Solutions is the largest management company in the building maintenance industry. We continue to experience high growth and profitability across our franchise business. Our culture supports the company's Mission to create a Ripple Effect by positively impacting the people and communities they serve. Read more about City Wide at City Wide is an Equal Opportunity Employer.