Account Manager

3 weeks ago

Burnaby, Canada Five Star Building Services Full time

Job Title: Account Manager

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

Date Revised: May 2023

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 complaintsPrepares 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 databasesRegularly 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 relationshipsAssists 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 rolePost-secondary studies in Business Administration, Sales/Marketing or related field an asset
- 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 effectivelyExcellent verbal and written communications skills including solid business writing ability
- Proactive and solution-based leadership style
- Proven ability to juggle multiple account management projects at a time, while maintaining sharp attention to detail
- Highly approachable personality with excellent listening, negotiation, and presentation skills
- Team player who works well in a fast-paced environment
- Solid project management and leadership skills
- High level of professionalism with integrity, good judgment, and confidentiality

**Job Types**: Full-time, Permanent

**Salary**: From $70,000.00 per year

**Benefits**:

- Dental care
- Extended health care

Schedule:

- 8 hour shift
- Day shift
- Monday to Friday

Supplemental pay types:

- Commission pay

Ability to commute/relocate:

- Burnaby, BC: reliably

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