Do you have excellent skills managing and retaining B2B accounts and working with clients to help solve their problems? Do you also have strong selling skills for increasing sale with an account? If you answered yes, consider this opportunity with City Wide North Bay!City Wide Facility Solutions North Bay is actively seeking a Facility Solutions Manager (FSM) for our location in Santa Rosa.The Facility Solutions Manager is responsible for the business operations of an assigned client contracted service area. This is a customer facing, B2B account management position that provides field support including training, guidance with starting new clients, inspections of Contractor performance and compliance with client requirements, trouble-shooting customer requests or complaints, coordinating site visits, and developing long-term relationships with Clients and Contractors. Additional responsibilities include selling additional services to existing and new clients, negotiating contracts, and ensuring high client satisfaction.What you will do
Manage all aspects of assigned client relationships, including client retention, expansion, and diversification of City Wide building solutions and/or products.
Formulate and manage an effective service strategy and schedule tailored to each client.
Negotiate and enter into agreements with clients for additional services – determine pricing, staffing, and logistics.
Manage all Independent Contractor relationships including – Interview and hire, negotiate pricing and other contract terms, manage agreements, develop service specifications, client compliance, verify Contractor compliance, and remove/replace Contractors as necessary.
Ensure a standard of excellence in quality and client satisfaction, through detailed quality control inspections of client sites and consistent follow through with all promises to clients.
Supervise and direct Night Managers; ensure the client’s strategy is executed and all services are performed correctly.
Promote the sale of, procure, and monitor supplies for clients.
Effectively communicate all client issues with Contractors and the Director of Operations (or owner); promptly address any client issues or problems that arise.
Use City Wide’s CRM to perform client inspections, adding extra charges, NM routing, etc.
Schedule each non-routine activity in client facilities using Outlook.
Update and keep current all required form and documentation for tracking building information, contracting with clients and Independent Contractors. Building Information Sheets (BIS), FSM Summary Sheets, and Exhibit A’s. Ensure MSDS sheets for each client serviced in janitor closets are complete, accurate, and that all items are properly labeled.
Notify Sales Executives of potential accounts in your territory, especially new construction.
Develop and implement a plan with the Director of Operations and the Night Managers to resolve any client complaints or deficiencies in service and actively monitor compliance.
Approve Night Managers and/or Service Representative's pay sheets; ensure accuracy.
Assist Accounting in collecting clients’ past due invoices and payment invoices for Contractors.
Maintain updated route sheets, key/alarm sheets, and monthly planner for each client.
RequirementsRequirements:
2+ years outside B2B account management experience, building maintenance or facility management 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 within the North Bay Area.
BenefitsCity Wide Facility Solutions offers a competitive compensation and benefits, including Medical, 401k, Commission on Sales, bonus on performance, paid vacation, sick leave.More on City WideCity Wide Facility Solutions is a fast-growing company with over 100 franchise locations across the United States and Canada. Founded in 1961, City Wide Facility Solutions is the largest management company in the building maintenance industry. We have over 60 years in the business and continue to experience high growth and profitability across our franchise businesses. Our culture supports the company’s Mission to create a Ripple Effect by positively impacting the people and communities they serve. Read more about City Wide at www.gocitywide.com and northbay.gocitywide.comCity Wide is an Equal Opportunity Employer.
