Account Manager - Facilities Management

Maintenance & Handyperson Services (Trades & Services)

Full time

The Account Manager acts as the primary contact within the Facilities Management Team to ensure that all aspects of internal procedures are prepared in a comprehensive, consistent and thorough manner so they meet all client service level agreements and KPIs while ensuring that all internal team members are fully aware and have the resources for completion. The incumbent is also the primary representative for day-to-day contact with the client for performance of the contract and in the development of proposals and delivery for potential clients.

KEY DUTIES & RESPONSIBILITIES

Account Management Responsibilities

• Serve as the primary point of contact for clients, ensuring all account obligations are met and fostering strong client relationships.
• Resolve issues and conflicts efficiently while maintaining clear and open communication with clients through regular written and verbal updates to ensure client satisfaction.
• Act as the lead liaison for developing and delivering proposals for potential solutions, managing client quote thresholds, and overseeing estimate approvals.
• Organise and lead quarterly business reviews (QBRs) with client teams, focusing on meeting all service level agreements (SLAs).
• Monitor service delivery performance against established metrics/KPIs, identify gaps, and implement corrective action plans to meet objectives.
• Take ownership of client presentations and special projects, ensuring all necessary internal and external approvals are obtained.
• Collaborate directly with clients and provide support to the Operations Team to ensure escalations and issues are resolved quickly and efficiently.
• Manage and update client systems to maintain full reporting capabilities and accurate data.
• Work with internal teams to ensure all client KPIs are met or exceeded, aligning team efforts with client expectations.
• Ensure team members are fully informed of client-specific requirements and activities, guaranteeing that all deliverables, such as deadlines and quality standards, are consistently met.
• Coordinate preventative maintenance and manage work orders or distribution changes as required.
• Prepare and oversee client billing, collaborating with management to ensure accurate invoicing.
• Perform additional duties as assigned to support overall team and client success.
• Provide leadership and direction to team members, fostering a collaborative and high-performing team environment.
• Set clear goals and expectations, monitor team performance, and provide regular coaching and feedback.
• Support professional development by identifying training opportunities and facilitating skill-building activities.
• Promote a culture of accountability, encouraging team ownership of tasks and ensuring alignment with client and organisational goals.
• Manage workload distribution, ensuring adequate resource allocation to meet client and operational demands.
• Act as a mentor and role model, promoting effective communication, problem-solving, and teamwork within the group.

KNOWLEDGE & SKILLS

• 2+ years equivalent work experience in an environment with similar accountabilities
• Proven account management experience in Facilities Management
• Proficiency in Systems both Client & Facilities Management Services operating platforms
• Data collection and reporting experience
• Technical & financial business acumen for proposal and report development
• Demonstration experience developing and confidently presenting to clients
• Superior skills in MS Office with a focus on Excel & PowerPoint
• Strong communication skills, both written and verbal

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