Account Manager

Account Manager Job Description
Title: Account Manager
Location: Newport, KY
Department: National Accounts

About DMG:
Divisions Maintenance Group provides best-in-class facility maintenance services for commercial and residential multisite organizations nationwide.

DMG is an essential partner to the success of our customers and technicians. We offer a dedicated team for every facility need, local field support, 24/7 coverage year round, tailored products and a customer first commitment— delivering uninterrupted peace of mind.

DMG is a Certified Great Place to Work with a strong, inclusive culture and top-notch benefits. We have opportunities at our corporate office in Cincinnati as well as field offices around the country and remote workers across the globe.

Job Summary:
The Account Manager builds strong relationships with key decision makers in the assigned account and territory to drive organic growth and manage reactive or customer initiated incremental growth by expanding existing services and identifying up-selling opportunities while retaining base business. Works collaboratively with Operations Team and Field Team to seek out selling opportunities and drive top line growth and profitability. Builds further trust and credibility by ensuring expectations of the Service Level Agreements (SLAs) are met. Manages account relations and communicates existing contract commitments, customer complaints and other key projects such as implementing winning proposals all aimed to increase customer satisfaction and loyalty to DMG. Assist in the Request for Proposal (RFP) process, strategic planning process and quarterly reviews. Works collaboratively across teams as an effective individual contributor, sharing growth and profitability targets, execution of the accounts KPIs, management of the budget, and delivering overall account management excellence.

What You’ll Do:

• Sales Retention & Growth: Identify and Execute Upselling Opportunities by establishing and implementing an annual and quarterly sales plan to expand existing services, retain existing base and profitably grow accounts within defined territory. (Measured by top line growth % and margin targets)
• Account Management: Establish, develop, and maintain strong relations with key leaders in each account. Working closely with Team Leader, Operations team members and Sales Executive to contribute to excellence in execution of operations plan, sales growth opportunities, budget and expense management, process improvements and overall customer satisfaction. (Measured by year over year account sales and margin growth)
• Obsession with Customer/Provider Service & Satisfaction: Contribute to the overall DMG (Divisions Maintenance Group) Mission, Vision, and Brand Promise. Practice The Basics by providing uninterrupted peace of mind through sustainable relationships and inspired team members and bring peace of mind to every FM (Facilities Maintenance) solution through industry-leading technology, innovation, and service. (Measured by customer scorecard & provider survey
• Track key metrics such as: account revenue, account growth, account complexity, renewal rate, churn rate, net dollar retention, CSat, current job level, levels away from CEO
• Maintain key relationships with: Customer National & Regional Facilities Management Leaders, Customer Buying Center Leaders, Service Provider Owners & technicians, Team Leader, Operations Team (OM & OC), Sales Executive, SVP and VP National Accounts, Field Teams - RAMs and DMs, Sales Operations, Provider Relations Team, Corporate support functions

What You Need:

• Bachelor’s degree preferred or equivalent work experience.
• 5-7+ years of direct customer account management experience
• Position demands being on call 24/7 as customer needs arise.
• Facilities maintenance industry experience preferred but not required
• Strong working knowledge of Microsoft Office applications - Excel, Word, PowerPoint, SharePoint, Teams, and Outlook. CRM and/or Salesforce experience a plus.
• Embrace technology including ability to gain working knowledge of software applications quickly.
• Business travel when required to support accounts and new business growth.
• Enthusiastic, competitive, resilient, dynamic, and engaging personality. Loves to interact with customers and is unafraid of rejection. Has an equal blend of patience and assertiveness. Maintains a professional demeanor when managing stressful situations. Has passion and desire to excel, be the best and win.
• Selling Capabilities – Has a deep understanding of trades and services available and works to increase revenue and profitability by identifying smaller scale additional services to complement what is currently sold to existing accounts. Provides continuous value creation to nurture customer relationships. Assists in the development of Request for Proposals (RFPs).
• Operational Excellence - Contributes to operational planning process and ensures the execution meets or exceeds KPIs. Assists in quarterly business reviews and all Team Leader presentations. Assist in the management of service providers including selection, overall performance, and non-compliance incidents. Assist in ensuring the timely and accurate processing of customer and provider invoices.
• Builds relationships & collaborates - Understands the techniques required to develop, maintain, and manage business relationships with clients and partner organizations to sell, implement and manage products/services and to identify new business opportunities. Work collaboratively with Operations team, Sales Executives, Field Team, Marketing, and corporate functions to meet client expectations/service requirements. Build relationships with buyers, providers and other account leaders positioning oneself as the “go to person” for all account questions and concerns.
• Drives Results - Ability to deliver results quickly and consistently. Self-motivated, results oriented achiever that can manage barriers with an intense sense of urgency. DMG is in the client service business which for many of our customers is 24-7 / 365 operation. The Account Manager Operations must be highly proactive in aggressively solving problems before they arise and deliver quick resolutions when issues occur.
• Teamwork - Actively participates in teamwork. Encourages cooperation and is aware of the needs of others. Creates an inclusive environment. Shares information and communicates clearly.
• Financial Acumen - Leverages data analytics and shows a keen understanding of economic, financial, market, and industry trends to drive profitable growth for customers. Assist with P&L management and is familiar with key performance indicators to monitor financial plans.
• Strategic Thinking: The ability to produce, and execute, effective customer plans aligned with the DMG sales organization's objectives.
• Curiosity - The ability to understand a potential customer’s context through effective questioning and listening Continuous learner who challenges the status quo and recommends new ways of working.
• Leadership behaviors- Customer first; Profit is expendable, reputation is not. Act accordingly; Your most uncomfortable conversation should be your next conversation; Deliver value, not status updates. Be Disruptive; Be resourceful. If you are not the solution, you are the problem; Your customer’s perception = your reality; Good or bad, tell on yourself while the information is still in your control; You own your results; Pick up the phone and respond with speed and urgency; customer identified issues = great opportunities.

What You’ll Get:

• Health, dental and vision coverage on day 1

• 401(k) with company match
• Company paid cell phone
• Internal growth opportunities (we pride ourselves on investing in our talent so we can promote from within)
• Amazing company culture with plenty of perks: free on-site gym, free parking, free lunch once a week and volunteer opportunities, to name just a few

Divisions Maintenance Group is an equal opportunity employer.

Job Type: Full-time

Work Location: Hybrid remote in Cincinnati, OH 45202