Director of Client Excellence

• Responsible for driving revenue growth within key accounts. This includes monitoring account profitability, managing budgets, and identifying opportunities to expand or cross-sell additional services.
• Work closely with the regional, local, and national teams to lead and direct the commercial activities necessary to produce growth in the division's national and strategic account customer program. This includes the coordination, collaboration, and delegation of commercial and service activities with the sales and operational teams as each customer expansion necessitates.
• Establishes and maintains effective relationships with customers and gains their trust and respect.
• Maintains awareness/understanding of customers volume and product mix forecasts that are meeting account targets and a plan to penetrate the customers total wallet share which is tracked in the account plan.
• Coordinates price management actions based on current conditions related to costs, inflation, competitive landscape and supply and demand market indicators to maintain division margin targets.
• Qualifies potential prospects, builds rapport, establishes mutual goals based on customer requirements to achieve optimal effectiveness in achieving desired outcome.
• Develops proposals, presentations, and pricing agreements for strategic accounts, with keen understanding of strategic price points/technical bids.
• Keeps abreast of current and future market trends.

Customer Advocates: 

• Coordination of formal business reviews (content/narrative) including weekly, monthly, and quarterly business reviews.
• Accountable for articulating pertinent information to stakeholders related to national and strategic opportunities. Tracks issues that may arise within the regional, local, and national areas and to act with appropriate resolution.
• Establishes and maintains high-level relationships with business decision makers at national and strategic accounts serviced within the division.
• Acts as a liaison between the regional and local companies and the national accounts team.
• Develops and prioritizes targets based on our ability to solidify and enhance our existing relationship.
• Travel up to 50% of the time, or more, to meet client needs. 

Operational Excellence: 

• The account leader will ensure operational excellence within the account management function. This involves implementing and monitoring best practices, developing, and streamlining processes, and leveraging technology to enhance efficiency and effectiveness.
• Monitors to ensure The Facilities Group and customer sites are adhering to contractual commitments to support mutual strategic partnership. Swiftly addresses inactive accounts that require national contacts to drive adoption. 
• The Account leader will produce regular reports and analysis on key account metrics, including account performance, revenue growth, client satisfaction, and market trends. These insights will help inform strategic decision-making and drive continuous improvement through regular TFG and customer governance reviews.
• The Account leader owns and manages the customer budget and TFG P&L

• The Account leader will ensure new or for expansions, the Transition and Implementation meets both the customer and TFG expectations. 
• Additional responsibilities as directed.

Director of Client Excellence Requirements and Qualifications: 

• Bachelor’s degree in Business Management or related field. In lieu of degree, consideration for up to 7 years of additional related experience may be considered.
• 7+ years of prior technical customer/account management experience. (required)
• 5+ years of experience in the Facilities Services industry, ideally in IFM or Distribution/ Industrial verticals. (required)
• Demonstrated relationship management & consultative aptitude with the ability to problem-solve and devise technical solutions for the customer.
• Ability to build effective relationships with all levels and roles both within The Facilities Group and outside the organization. 
• Strong mathematical, problem solving and analytical skills with the ability to apply to customer sales analysis and cost comparisons.
• Communicates effectively both verbally and in writing; listens effectively and clarifies information as needed; works well with others in a cross-functional team environment across the organization knowing who to engage to achieve results. Uses candor and sensitivity in their dealings with others.
• Self-motivated with excellent organizational and time management skills to include the ability to multi- task and effectively manage projects in a diverse organization.
• Proficiency utilizing a Client Relationship Management (CRM) system to leverage client relationships and communication. 
• Proficiency with Microsoft Office applications (Word, Excel, PowerPoint, Teams, Outlook, PowerBI, etc.).
• Excellent organizational, communication, and interpersonal skills with the ability to work with a wide variety of people with different personalities and backgrounds.
• Ability to work independently and under pressure to meet deadlines.
• Ability to read, analyze and interpret common scientific and technical journals, financial reports, legal documents, and regulatory requirements.
• Ability to understand strategic price points and technical bids.
• Must be able to work flexible hours to meet customer needs and management expectations.
• Valid unexpired driver’s license.