Account Manager role in the cleaning industry, responsible for developing and maintaining strong customer relationships, managing customer-centric culture, and increasing revenue per store. The role involves close collaboration with Partner Relations and Talent Acquisition to ensure operational excellence and service quality.
Requirements
- Function as the face of United to customers in the field, building lasting partnerships rooted in responsiveness, reliability, and trust.
- Responsible for leading store SOW & Quality; Collaborate with Partner Relations to come up with action plans to improve quality and productivity.
- Lead proactive outreach and store visits to discuss performance, address operational issues, and resolve cases collaboratively.
- Manage escalations with urgency and tact, ensuring all customer concerns are resolved at or above expectations.
- Conduct regular business reviews with key stakeholders (e.g., VPs, District Managers) to communicate wins, risks, and action plans.
- Facilitate structured communications between customers and internal teams to ensure alignment, transparency, and accountability.
- Lead Meetings (Phone or In-person) with key customer stakeholders
- Reporting on Issues Mgmt. at Region level.
- Collaboration with Partner Relations & Talent Acquisition
- Partner Relations: Work closely with Partner Relations to assess and enhance partner performance, identify process gaps, and jointly develop improvement plans.
- Support Partner Change Overs (PCOs) and in-store partner transitions to ensure smooth operations and customer satisfaction.
- Lead store-level quality assessments and partner feedback loops to ensure alignment with customer expectations.
- Talent Acquisition: Collaborate with Talent Acquisition to support the recruitment, hiring, and retention of frontline staff and supervisors within the territory.
- Ensure staffing plans align with customer and store-level operational requirements.
- Revenue & Cost Management for assigned store/sites within a determined area within a territory:
- Responsible for management of assigned store/site P&Ls, monitoring expenses for operations and developing strategies to decrease costs and increase profitability.
- Responsible for retention of existing revenue budget within a fiscal year for stores/sites.
- Responsible for growing the revenue via routine contracts in collaboration with BD team.
- Lead growth of business from Specials (ADHOC) services & execute implementation.
- Lead start-up of new business and manage start-up costs.
- Support BD teams with quotes costing and assist in quote/RFP process for new and existing business.
- Participate in Partner Relations & Talent Acquisition teams in negotiations both with customers and partners, if required.
- Responsible for the analysis and review of financial activities related to billing, invoicing, store/site budgets, overall expenses, employee hours, material costs over budget, equipment repair costs.
- Responsible for controlling and monitoring inventory assets, including but not limited to, equipment, supplies, other United assets.
- Planning & Budgeting: Participate in developing and implementing Annual Plans & Budget, Performance Objectives by Customer Banners and ensure alignment with Organizational Strategic Objectives.
- Create and develop short and long-term strategies to secure sustainability and profitability of all operations.
- Participate in interviews, training programs, and onboarding efforts to foster a high-performing, customer-oriented team culture.
- Internal Communication: Responsible for; Operational Huddles, scheduling store/location visits, case mgmt. meetings with Partners.
- Lead and support cross-functional weekly & monthly meetings with Territory & Support Teams.
- Participate in process improvement and internal business review meetings.
- Process Compliances Operations: Lead all process initiatives/implementation in assigned stores/sites;
- Implement Business Transformation and Strategic Program initiatives as per United Strategic Framework.
- Lead store/location level customer walks & visits with partners to discuss action plans.
- Lead process adoption within the Salesforce ecosystem.
- Responsible for managing business using United technologies provided (e.g., Salesforce & Microsoft).
- Lead and or support key United operational processes and KPI’s: As per Retention Priority Framework, to name a few.
- Partner Change Overs (PCO).
- Material Consumption.
- Specials.
- Visitation Audits & Case mgmt. for issues and escalations.
- Lead and implement Schedules.
- A.R.I and H & S Compliance.
- I.D Badging & uniform compliance for all Partners & cleaners.
- Onboarding and In Store Partner Training
- Partner Performance Mgmt.
- Inspections/reporting required by Customers for Billing purposes.
- Collection of Annexes or any other types of Inspections/reporting required by Customers for Billing purposes.
- Workforce & Performance Management: Monitor & manage performance of Partner and cleaners’, including performance improvement plans to improve employee engagement and productivity.
- Implement & sustain policies, processes, and programs.
- Recruitment, Training & Development: Support mgmt. for the hiring, recruitment & retention of territory employees.
- Responsible for implementation of People (employees & partners) training programs.
- Responsible for ensuring Partner & cleaners mentoring and coaching to improve productivity and performance of organizational operations.
- Provide leadership, support, and guidance to Partners & cleaners and promote a positive and motivating work environment.
- Create an environment that encourages learning and inspires brainstorming, creativity, and innovation.
Benefits
- Health, dental, and vision insurance
- Pension plan after 1 year
- Competitive compensation
