Responsibilities

• Consistently delivers exceptional client experiences that create increased client satisfaction, retention and willingness to be a reference.
• Establishes and grows relationships with assigned clients.
• Develops monthly updates, quarterly plans and presents annual business reviews to clients; develops strategies and improvement plans from those results.
• Leverages internal departments such as Sales, Operations, IT and Marketing to meet or exceed performance standards of established service level agreements (SLAs).
• Forecasts and measures account metrics to improve client revenue and retention.
• Develops and drives continuous improvement initiatives related to the client.
• Understands client objectives, resolves challenges and meets the needs of the client by performing regular assessments of data.
• Implements solutions that best resolve client concerns; prevents and resolves escalated client issues
• Assists leadership in creating long-term, strategic planning initiatives for the client
• Leads client meetings and attends regular client status meetings as needed
• Monitors customer financials to ensure timely invoicing and that proper rates are applied to services
• Fosters a positive team environment
• Ensures confidentiality of internal and external data
• Performs ad-hoc projects and other duties as assigned
• Travel requirements: Travel Expected: up to 30% of the time

   Professional Skills

• Advanced Customer Service Skills
• Advanced Verbal Communication Skills 
• Advanced Written Communication Skills
• Advanced Teamwork Skills
• Advanced Relationship Skills
• Proficient Negotiation Skills
• Proficient Organizational Awareness Skills
• Proficient Problem-Solving Skills
• Proficient Process Orientation Skills
• Proficient Prioritization Skills

Role Specific Skills

• Ability to assess strengths, weaknesses, opportunities, and threats within an account

People Management Skills

• Not applicable to this role

Qualifications

    Minimum Qualifications

• Bachelor’s Degree required
• 5 or more years business experience including 3 or more years of building, and/or managing accounts/stores/regions within the retail industry required

    Other Relevant Qualifications

• Experience in facilities or property management industry is a plus