About the role

Account Manager managing B2B facility services, contractors, and client relationships for City Wide in Toronto. Conducting site inspections, negotiating services, and driving retention and account growth.

Responsibilities

Manage assigned client relationships, including retention, expansion, and diversification of facility solutions/products
Formulate and manage service strategies and schedules tailored to each client
Negotiate client agreements for additional services, including pricing, staffing, and logistics
Manage Contractor relationships, including interviewing, hiring, pricing, contract terms, service specifications, compliance, and replacement
Conduct quality control inspections and ensure client satisfaction
Supervise and direct Night Managers
Promote, procure, and monitor client supplies
Communicate and resolve client issues with Contractors and the Director of Operations/owner
Use City Wide’s CRM for client inspections, extra charges, and NM routing
Schedule non-routine client-facility activities using Outlook
Maintain Building Information Sheets, FSM Summary Sheets, Exhibit A’s, and MSDS documentation
Notify Sales Executives of potential territory accounts
Develop and implement plans to resolve complaints or service deficiencies
Approve Night Managers’ and Service Representatives’ pay sheets
Assist Accounting with collecting overdue client invoices and Contractor payment invoices
Maintain route sheets, key/alarm sheets, and monthly planners

2+ years outside B2B account management experience (building maintenance and/or understanding of the trades preferred, but not required)
2+ years track record of success in a client retention role, with goals and metrics to support
Highly detail-oriented and excellent follow-through on commitments
Positive and outgoing personality; great at building relationships
Excellent verbal and strong written communication skills
Proficient in Microsoft Office and knowledge of CRM database
Ability to travel on a daily basis to client locations locally
A well-maintained vehicle is required for travel to customer locations