Account Manager

*Hybrid Work Schedule (mix of remote and onsite)*

*Sign-on Bonus Eligible*

The Account Manager serves as a primary point of contact for clients, building strong relationships and managing client expectations through proactive communication and effective service coordination. This role acts as the liaison between clients, Scheduling Managers, and internal teams to ensure client needs are met, services are delivered efficiently, and issues are resolved in a timely manner.

Customer Service Account Manager's key responsibilities include but are not limited to:

• Build and maintain strong client relationships by understanding client needs, service requirements, locations, culture, and key stakeholders.
• Manage client communications, service requests, scheduling, and expectations through proactive follow-up and coordination of Scheduling Managers’ workloads.
• Serve as the primary liaison between clients, internal teams, and contractors to ensure timely service delivery and effective resolution of issues.
• Identify opportunities to improve service coordination, delivery, and internal processes.
• Maintain contractor relationships and coordinate corrective actions as needed.
• Review and verify client billing and contractor payments for accuracy.
• Utilize internal software to manage workflows, monitor team productivity, ensure accurate and timely data entry, support ongoing training, and participate in the weekly after-hours emergency on-call rotation.

Requirements

The successful candidate will possess the following requirements:

• Proficiency in Microsoft Excel, Word, Outlook, and the ability to learn internal software.
• Experience delivering client-focused solutions and managing customer relationships.
• Strong customer service, dispute resolution, and interpersonal skills.
• Excellent written and verbal communication skills, including public speaking.
• Strong organizational, time management, and multitasking skills with the ability to meet deadlines.
• A positive attitude and polished, professional demeanor.

Job Type: Full-time

Schedule:

• Monday to Friday
• On call

Experience:

• Facilities management: 2 years (Preferred)
• Customer service: 3 years (Required)
• Microsoft Excel: 2 years (Required)