Account Manager - Newport News

As an Account Manager at City Wide Facility Solutions, your primary responsibilities include managing client relationships to ensure satisfaction and retention, conducting regular inspections of client facilities, coordinating training for Night Managers, identifying service expansion opportunities, and tracking performance metrics. You'll be essential in ensuring high-quality service delivery and fostering strong relationships with clients in the Norfolk area.

To qualify for the Account Manager position at City Wide Facility Solutions, candidates should have 3-5 years of experience in facility management or account management. Strong communication and interpersonal skills are essential, along with organizational abilities. Experience managing a team is preferred, and knowledge of CRM software as well as proficiency in Microsoft Office is required.

At City Wide Facility Solutions, customer satisfaction is achieved through proactive client management and regular assessments of their facility needs. By frequently engaging with clients, providing exceptional service, and implementing feedback into operations, the team makes certain that client expectations are not just met but exceeded, leading to strong, long-lasting relationships.

Absolutely! City Wide Facility Solutions values the professional growth of its employees. As an Account Manager, you have the opportunity to expand your skills, take on more responsibilities, and progress to higher management positions. The company promotes internal training and development programs making it a great place for career advancement.

City Wide Facility Solutions offers a comprehensive benefits package for the Account Manager role, including health care plans (medical, dental, and vision), life insurance, paid time off, disability coverage, a 401(k) plan with company match, vehicle allowance, phone allowance, and commission opportunities, ensuring that employees feel valued and supported.

It's vital to approach dissatisfied clients with empathy and a solution-oriented mindset. I would listen to their concerns, validate their feelings, and quickly work to address the issues they faced. By demonstrating commitment to resolving their problems and following up afterward, I can rebuild trust and strengthen our relationship.

In my previous roles, I've successfully managed teams by fostering an environment of collaboration and open communication. I prioritize clear expectations and regular feedback, which empowers my team members to excel in their roles, thus improving overall service delivery and client satisfaction.

To effectively upsell services, I would first get to know the client's needs and pain points. Then, I'd present tailored recommendations that clearly demonstrate how the additional services can enhance their experience or efficiency, ensuring the conversation focuses on added value rather than simply selling more.

I believe in setting a high standard from the outset, conducting regular inspections, and gathering ongoing client feedback. Utilizing performance metrics allows me to track our service quality and make necessary adjustments. Training and empowering the team to take ownership of their roles also contributes to maintaining high-quality service.

I have used several CRM tools, including Salesforce and HubSpot. I leverage these tools for tracking client interactions, managing follow-up tasks, analyzing client data for insights, and ultimately ensuring streamlined communication, which is crucial for maintaining strong relationships.

I admire City Wide's commitment to providing high-quality facility solutions and its focus on customer satisfaction. I appreciate the company culture of fostering relationships and positively impacting communities, and I see myself thriving in an environment dedicated to service excellence.

My biggest strength as an Account Manager is my ability to build and maintain strong client relationships. I have a natural ability to connect with clients, understand their needs, and ensure they feel valued, which is key to driving satisfaction and long-term retention.

I prioritize organization and planning. Using tools like project management software, I create schedules for regular client follow-ups, inspections, and updates. Staying ahead of deadlines and communicating proactively with clients helps manage multiple accounts effectively without sacrificing quality.

Important metrics for measuring success include client retention rates, service delivery metrics, upselling success rates, and client satisfaction scores. These metrics provide a clear view of my performance and areas where I can improve to better serve our clients.

I believe in addressing conflicts quickly and fairly. I encourage open communication, allowing team members to express their concerns. By facilitating an open discussion, I can help find common ground and promote a collaborative resolution, which ultimately strengthens the team.