Account Manager

7 months ago

Burnaby, Canada Five Star Building Services Full time

Hello, we are glad you’ve found us We are **Five Star Building Services** and our Headquarters is in Vancouver, BC. Here are some facts about our business:
1. Five Star is 100% Canadian-owned and operated.
2. We have been a leader in the industry for 20 years and we provide full building maintenance, building management, caretaking, and janitorial services.
3. We love working with enthusiastic people full of passion and are open to learning. We are always evolving and always looking for ways to improve ourselves.
4. Teamwork is a big part of who we are, and collaboration is key.
5. Providing exceptional quality and customer services experience is what we pride ourselves in.

If this sounds like the kind of place you’d fit into, keep on reading

Job Title: Account Manager - Sales

Position Summary:
Are you looking for an excellent opportunity for growth and a place where your creative ideas are valued? Are you an expert interpersonal communicator with great problem solving and time management skills? If so, then you can be our next amazing Account Manager.

The Account Manager develops long-term relationships with clients, key business executives and stakeholders to create exceptional customer service experiences. This individual liaises between customers, external third parties, and cross-functional internal teams to ensure the successful delivery of Five Star products/services within their assigned accounts portfolio. The Account Manager is also expected to increase sales revenues through upselling, new leads generation, and other business opportunities.

This is an opportunity that pays a base salary + commissions on sales.

Department: Sales

DUTIES & RESPONSIBILITIES
- Client Relationship Management
- Serves as the lead point of contact for all customer account management matters by handling customer concerns, developing feedback loop and resolving complaints
- Prepares and completes contract renewals according to standard operating procedures (SOP’s) and prescribed increase guidelines within a timely manner prior to anniversary date
- Meets and develops relationships with all customers in portfolio
- Monitors and analyzes customer’s usage of Five Star products/services
- Manages current (customer) account service changes and adjustments
- Coordinates with Sales Manager or CEO, re-negotiates contracts, meets clients/subcontractors for quotes, and upsells according to Company pricing structure and for maximum profitability
- Quality Control and Process Improvement
- Tracks account management activities on Pipedrive and other company databases
- Regularly prepares and submits account status reports
- Assists with challenging client requests or issue escalations as needed
- Identifies customer service trends, recommends improvements, and implements appropriate changes
- Collaborates with other departments to document suitable standard operating procedures (SOP’s) to facilitate service consistency and effective work processes
- Collaborates with Five Star Team to explore opportunities to add value to existing customers/contracts
- Sales and Business Development
- Achieves assigned sales, profitability, retention (and other relevant KPI) targets for portfolio
- Coordinates accompanied walk-throughs to create quotes for potential new contracts based on Company pricing structure
- Develops new business leads with existing clients, upsells, and identifies areas of improvement on contractual requirements
- Works closely with Five Star team on customer retention programs
- Attends networking groups, industry conventions and business events to promote the Five Star brand
- Enhances Five Star’s reputation by achieving customer requests in new and innovative ways
- Operational Excellence
- Collaborates with other departments to ensure timely and successful delivery of services according to customer needs and contracted agreements
- Works with the Operations Team to build and maintain strong client relationships
- Assists in the onboarding/ integration of new clients and regularly monitors quality and service levels
- Tracks and monitors key account metrics
- Communicates the progress of ongoing initiatives to internal and external stakeholders

EDUCATION AND EXPERIENCE
- Proven business experience as an Account Manager, Sales Executive, or similar role
- Post-secondary studies in Business Administration, Sales/Marketing
- Outside Sales
- Industry Knowledge and/or experience
- Demonstrated ability to communicate, present and influence key stakeholders at all levels of an organization
- Experience delivering client-focused solutions to exceed customer expectations
- High proficiency in Office software

KNOWLEDGE, SKILLS AND ABILITIES
- Strategic thinker with the ability to conduct market research and analyze data to identify industry trends and untapped business opportunities
- Keen ability to think on their feet, set strategy, and communicate action effectively
- Excellent verbal and written communicati

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