Job Title

Facilities Account Manager

Job Description Summary

The Account Director is a position in the C&W Services account organization based in Tucson, Arizona. The position is responsible for the overall performance and management of the account, to include responsibility for profitable growth, customer relationships, customer satisfaction, continuous improvement, contract renewal and management of the account portfolio.
Accountable for delivering operational performance, meeting KPI's and improving customer satisfaction on a performance based contract.
The person will act as a liaison between C&W Services Operations and the customer to ensure solid proactive communication. The person will identify opportunities to introduce innovative processes, technologies and services to continuously enhance C&W Services value to the client

Job Description

ESSENTIAL JOB FUNCTIONS AND RESPONSIBILITIES:

• Aligns to establish productive, professional relationships with key customers, seeking to build trust and partnership at various levels of the client organization.
• Development and maintenance of performance metrics records (KPI's) and ensures compliance in meeting and/or exceeding KPI's.
• Initiates annual customer satisfaction survey to measure Net Promoter Score (NPS) and seeks opportunities to improve overall satisfaction.
• Develops a 3 year strategic plan aligned to the customers objectives.
• Monitors/evaluates budgets and account P&L performance.
• Administers cost containment/reduction activities.
• Manages, schedules and attends Quarterly Business Review and/or Annual Business review meetings and engages internal executive leadership participation.
• This position will be responsible for the leadership, direction, coordination and performance of all assigned account personnel.
• Acts as a true business partner of customers' business. Must listen, be curious and passionate to explore opportunities that will mutually benefit both parties.
• Responsible for the safety training, performance, and culture on the account.
• Maintains/monitors customer contacts (owner, tenant, property management), customer needs/expectations and changes in customer priorities while development/implementing account retention strategies.
• Represents the values of C&W Services to the account team and the client organization.
• Oversees the successful operational delivery of contractual scope.
• Measures/assesses performance and potential of key team employees.
• Coordinates and oversees career development program for the account leadership resources.
• Proactively assess, clarify and validate customers' needs on an ongoing basis.
• Coordinates the involvement of company personnel, including support and management resources in order to meet account performance objectives and customers' expectations.
• Communicates regularly with key customers on company updates, initiatives, and other pertinent information.
• In conjunction with Operations, proactively leads strategic account planning process that develops mutual performance objectives, financial targets and critical milestones.

#INDCWS

OTHER ESSENTIAL FUNCTIONS / DUTIES:

• Updates Regional Vice President of Operations and others on executive leadership team on strategic account plans and accomplishments, opportunities/risks and financial results while forecasting anticipated impacts to plan.
• Establishes account growth and renewal plans and engages cross functional resources throughout the renewal lifecycle to improve the readiness of the account ensure retention and growth
• Builds rapport with Business Development, Operations, Legal and the FM Solutions and Support Hub organizations to support delivery of services to the customer and minimize risk to C&W Services

QUALIFICATIONS:

• Bachelor's degree in business related field or equivalent experience with strong business and financial aptitude, MBA preferred.
• Possess 7 - 10 years of experience in facilities/Life Sciences service industry.
• Demonstrated proficiency in creating and working with documents in Microsoft Word, Excel, and PowerPoint.
• Strong customer relationship management skills and experience.
• Innovative individual who employs entrepreneurial characteristics, problem solver with strong business acumen.
• Well established negotiation and communication skills expected.
• Ability to be a change agent to drive continuous improvement and innovation to improve the customers' business.
• Highly proficient and effective at presenting to various levels of audiences.
• Able to manage multiple priorities while influencing the direction of multiple teams to deliver a diverse set of requirements.
• Experience in a business development and/or operations role is recommended.
• Must be able to manage effectively in a matrix-style organization to lead high-performance team.
• Must be result driven and ability to manage projects to get desired outcomes.

C&W Services is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, sexual orientation, gender identity, protected veteran status or any other characteristic protected by law.

In compliance with the Americans with Disabilities Act Amendments Act (ADAAA), if you have a disability and would like to request an accommodation in order to apply for a position at Cushman & Wakefield, please call the ADA line at 1-888-365-5406 or email HRServices@cushwake.com. Please refer to the job title and job location when you contact us.