Union Depot
Account Operations Manager - Life Sciences
Union Depot, Atlanta, Georgia, United States, 30383
Account Operations Manager - Life Sciences
Atlanta, GA, United StatesJob Description
Job Objective:The Account Operations Manager for Life Sciences is responsible for executing, advising, and managing quality, compliance, and governance programs to ensure that ABM’s services and associated operational processes are consistent for our multi-location Life Sciences clients. The role includes, but is not limited to, executing and ensuring ABM’s operational processes, procedures, and systems, administering strong governance, and facilitating reporting and quality control mechanisms. Lastly, the role is responsible for ensuring their client or portfolio of clients has a positive and successful experience along their journey with ABM, ultimately facilitating improved client retention and growth opportunities.Responsibilities:Serve as the compliance and governance facilitator for ABM services ensuring quality assurance, standardized processes, business process improvement programs, metrics, innovations, and outcomes are met for ABM’s multi-location LS clients.Partner and build relationships with key ABM Operations and Strategic Account Management stakeholders to ensure high levels of client satisfaction, creating positive client experiences that lay the foundation for continued growth and partnerships.Administer the processes in place and execute system-wide changes as required by client requests, SOWs, client complaints, and KPIs resulting from internal and external audits.Identify and complete validation activities associated with strategic client compliance, governance, and operational excellence at the point of service.Utilize ABM systems and processes to engage clients and solicit feedback on quality and delivery of services.Conduct Client Business Reviews reporting on metrics and outcomes as directed by the VPCE or DCE and on behalf of the Client.Ensure all standardization programs are set and being utilized.Drive above contract services (TAG) and cross-selling (“ABM Plus”).Coordinate all billing and accounting requirements relative to the Client, in conjunction with ABM’s standards.Review and approve monthly contractual billing.Monitor the accounts receivable activity of the account ensuring accuracy and timeliness.Partner with ABM field operations to mitigate and resolve client issues.Proactively identify innovation opportunities to improve operational efficiency/service delivery.Contribute to the development and execution of account-based playbooks.Ensure proactive service delivery through predictive analytics driven by internal and external systems that produce leading/lagging indicators of performance.Liaise between ABM field Operations and ABM Clients to ensure compliance, KPIs, outcomes, and standards are being met.Relationships and Roles:Internal / External Cooperation
ABM Sales and Strategic Accounts Management (SAM) Teams (Internal)
Function as key business partner for strategic LS CRE clients supporting client pursuits and presentations.ABM Operations (Internal)
Collaborate to drive compliance, metrics, and outcomes ensuring all client KPI, SOW, and SLA requirements are met.Lead or support client business reviews (CBR).
ABM Clients (External)
Function as Client Advocate, Key Representative, and/or single point of contact from ABM ensuring excellence at the point of service and client expectations are met.
Key Relationships (Internal)
ABM Industry Group (IG) Leaders, IG Senior Vice Presidents, IG Vice Presidents, Branch Managers, District Managers, Sales and Marketing, Strategic Account Management, Corporate Support Leaders, Directors and Vice Presidents, ABM University.
Accountability
IG Leaders, Operations Leaders, SVP Client Experience & Operations Support, and Clients, Strategic Account Management.
Job Requirements:Bachelor's Degree and/or equivalent work experience.4+ years of experience in supporting/overseeing multiple client relationships.Experience with enterprise software solutions, CRM, and large, complex organizations.Ability to engage clients and lead/support client business reviews, presentations, and retention initiatives.Ability to build relationships with key stakeholders to ensure high levels of satisfaction and lay the foundation for continued growth and partnership.Demonstrate a professional and adaptable demeanor with internal and external clients.Excellent verbal, written communication skills, and interpersonal skills with the ability to engage at all levels of the organization.Exhibit high energy level & demonstrate ability to work as a valuable contributor to the team.Must be a highly motivated candidate with the ability to work independently in a highly fluid environment.Willingness to stay well-informed of market trends, regulations, and best practices specifically in the LS space.General understanding of accounts receivable processes, profit and loss statements, and general knowledge of financials.Must be able to work with Microsoft suite of products such as PowerPoint, PBI, Excel, Outlook, Word, Teams, and OneNote.Proven ability to collaborate in a dynamic diverse environment.About Us
ABM (NYSE: ABM) is one of the world’s largest providers of facility services and solutions. A driving force for a cleaner, healthier, and more sustainable world, ABM provides essential services and forward-looking performance solutions that improve the spaces and places that matter most. From curbside to rooftop, ABM’s comprehensive services include janitorial, engineering, parking, electrical and lighting, energy and electric vehicle charging infrastructure, HVAC and mechanical, landscape and turf, and mission critical solutions. ABM serves a wide range of industries – from commercial office buildings to universities, airports, hospitals, data centers, manufacturing plants and distribution centers, entertainment venues, and more. Founded in 1909, ABM serves over 20,000 clients, with annualized revenue approaching $8 billion and more than 100,000 team members in 350+ offices throughout the United States, United Kingdom, Republic of Ireland, and other international locations. For more information, visit www.abm.com. ABM is proud to be an Equal Opportunity Employer qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran or any other protected factor under federal, state, or local law. ABM is committed to working with and providing reasonable accommodation to individuals with disabilities. If you have a disability and need assistance in completing the employment application, please call 888-328-8606. We will provide you with assistance and make a determination on your request for reasonable accommodation on a case-by-case basis. ABM participates in the U.S. Department of Homeland Security E-Verify program. E-Verify is an internet-based system used to electronically confirm employment eligibility. ABM is a military-friendly company proudly employing thousands of men and women who have served in the U.S. military. With ABM, you’ll have access to a world-class training program and ample opportunities to use the skills you developed while serving our country. Whether you’re looking for a frontline or professional position, you can find post-military career opportunities across ABM. ABM directs all applicants to apply at www.abm.com. ABM does not accept unsolicited resumes.Job Info
Job Identification 98710Posting Date 09/24/2024, 09:10 PMJob Schedule Full timeLocations Atlanta, GA, United States; Austin, TX, United States
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Atlanta, GA, United StatesJob Description
Job Objective:The Account Operations Manager for Life Sciences is responsible for executing, advising, and managing quality, compliance, and governance programs to ensure that ABM’s services and associated operational processes are consistent for our multi-location Life Sciences clients. The role includes, but is not limited to, executing and ensuring ABM’s operational processes, procedures, and systems, administering strong governance, and facilitating reporting and quality control mechanisms. Lastly, the role is responsible for ensuring their client or portfolio of clients has a positive and successful experience along their journey with ABM, ultimately facilitating improved client retention and growth opportunities.Responsibilities:Serve as the compliance and governance facilitator for ABM services ensuring quality assurance, standardized processes, business process improvement programs, metrics, innovations, and outcomes are met for ABM’s multi-location LS clients.Partner and build relationships with key ABM Operations and Strategic Account Management stakeholders to ensure high levels of client satisfaction, creating positive client experiences that lay the foundation for continued growth and partnerships.Administer the processes in place and execute system-wide changes as required by client requests, SOWs, client complaints, and KPIs resulting from internal and external audits.Identify and complete validation activities associated with strategic client compliance, governance, and operational excellence at the point of service.Utilize ABM systems and processes to engage clients and solicit feedback on quality and delivery of services.Conduct Client Business Reviews reporting on metrics and outcomes as directed by the VPCE or DCE and on behalf of the Client.Ensure all standardization programs are set and being utilized.Drive above contract services (TAG) and cross-selling (“ABM Plus”).Coordinate all billing and accounting requirements relative to the Client, in conjunction with ABM’s standards.Review and approve monthly contractual billing.Monitor the accounts receivable activity of the account ensuring accuracy and timeliness.Partner with ABM field operations to mitigate and resolve client issues.Proactively identify innovation opportunities to improve operational efficiency/service delivery.Contribute to the development and execution of account-based playbooks.Ensure proactive service delivery through predictive analytics driven by internal and external systems that produce leading/lagging indicators of performance.Liaise between ABM field Operations and ABM Clients to ensure compliance, KPIs, outcomes, and standards are being met.Relationships and Roles:Internal / External Cooperation
ABM Sales and Strategic Accounts Management (SAM) Teams (Internal)
Function as key business partner for strategic LS CRE clients supporting client pursuits and presentations.ABM Operations (Internal)
Collaborate to drive compliance, metrics, and outcomes ensuring all client KPI, SOW, and SLA requirements are met.Lead or support client business reviews (CBR).
ABM Clients (External)
Function as Client Advocate, Key Representative, and/or single point of contact from ABM ensuring excellence at the point of service and client expectations are met.
Key Relationships (Internal)
ABM Industry Group (IG) Leaders, IG Senior Vice Presidents, IG Vice Presidents, Branch Managers, District Managers, Sales and Marketing, Strategic Account Management, Corporate Support Leaders, Directors and Vice Presidents, ABM University.
Accountability
IG Leaders, Operations Leaders, SVP Client Experience & Operations Support, and Clients, Strategic Account Management.
Job Requirements:Bachelor's Degree and/or equivalent work experience.4+ years of experience in supporting/overseeing multiple client relationships.Experience with enterprise software solutions, CRM, and large, complex organizations.Ability to engage clients and lead/support client business reviews, presentations, and retention initiatives.Ability to build relationships with key stakeholders to ensure high levels of satisfaction and lay the foundation for continued growth and partnership.Demonstrate a professional and adaptable demeanor with internal and external clients.Excellent verbal, written communication skills, and interpersonal skills with the ability to engage at all levels of the organization.Exhibit high energy level & demonstrate ability to work as a valuable contributor to the team.Must be a highly motivated candidate with the ability to work independently in a highly fluid environment.Willingness to stay well-informed of market trends, regulations, and best practices specifically in the LS space.General understanding of accounts receivable processes, profit and loss statements, and general knowledge of financials.Must be able to work with Microsoft suite of products such as PowerPoint, PBI, Excel, Outlook, Word, Teams, and OneNote.Proven ability to collaborate in a dynamic diverse environment.About Us
ABM (NYSE: ABM) is one of the world’s largest providers of facility services and solutions. A driving force for a cleaner, healthier, and more sustainable world, ABM provides essential services and forward-looking performance solutions that improve the spaces and places that matter most. From curbside to rooftop, ABM’s comprehensive services include janitorial, engineering, parking, electrical and lighting, energy and electric vehicle charging infrastructure, HVAC and mechanical, landscape and turf, and mission critical solutions. ABM serves a wide range of industries – from commercial office buildings to universities, airports, hospitals, data centers, manufacturing plants and distribution centers, entertainment venues, and more. Founded in 1909, ABM serves over 20,000 clients, with annualized revenue approaching $8 billion and more than 100,000 team members in 350+ offices throughout the United States, United Kingdom, Republic of Ireland, and other international locations. For more information, visit www.abm.com. ABM is proud to be an Equal Opportunity Employer qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran or any other protected factor under federal, state, or local law. ABM is committed to working with and providing reasonable accommodation to individuals with disabilities. If you have a disability and need assistance in completing the employment application, please call 888-328-8606. We will provide you with assistance and make a determination on your request for reasonable accommodation on a case-by-case basis. ABM participates in the U.S. Department of Homeland Security E-Verify program. E-Verify is an internet-based system used to electronically confirm employment eligibility. ABM is a military-friendly company proudly employing thousands of men and women who have served in the U.S. military. With ABM, you’ll have access to a world-class training program and ample opportunities to use the skills you developed while serving our country. Whether you’re looking for a frontline or professional position, you can find post-military career opportunities across ABM. ABM directs all applicants to apply at www.abm.com. ABM does not accept unsolicited resumes.Job Info
Job Identification 98710Posting Date 09/24/2024, 09:10 PMJob Schedule Full timeLocations Atlanta, GA, United States; Austin, TX, United States
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