Account Manager - FEO&M - Client Intimacy & Customer Advocacy

Account Manager - Facilities Engineering Operations and Maintenance (Client Intimacy & Customer Advocacy)

Job Overview: The Account Manager for Facilities Engineering Operations and Maintenance (FEO&M) is responsible for fostering strong client relationships and acting as a customer advocate to ensure the quality of services provided by MC Dean meets or exceeds contract performance standards. This role requires a deep understanding of facilities engineering, exceptional communication skills, and a commitment to client satisfaction.

Key Responsibilities:

• Client Relationship Management:
• Build and maintain strong, long-term relationships with clients to understand their needs, expectations, and business objectives.
• Serve as the primary point of contact for clients, ensuring consistent and open communication.
• Conduct regular client meetings to review service performance, address concerns, and identify opportunities for improvement.
• Quality Assurance and Compliance:
• Ensure all services delivered by MC Dean meet the contractual performance standards and client expectations.
• Develop and implement quality control processes to monitor and evaluate the effectiveness of service delivery.
• Conduct regular audits and inspections of facilities to ensure compliance with industry standards and regulations.
• Customer Advocacy:
• Act as a client advocate within MC Dean, ensuring client needs and concerns are communicated to the relevant teams.
• Work collaboratively with internal teams to resolve client issues promptly and effectively.
• Provide feedback to service delivery teams to improve processes and enhance client satisfaction.
• Contract Management:
• Oversee contract performance and ensure all contractual obligations are met.
• Identify and manage contract renewals, modifications, and extensions.
• Prepare and present regular performance reports to clients, highlighting key metrics and service achievements.
• Continuous Improvement:
• Identify opportunities for service improvement and innovation to enhance client satisfaction.
• Lead initiatives to implement best practices and improve operational efficiency.
• Stay current with industry trends and emerging technologies to recommend enhancements to service delivery.
• Business Development:
• Identify opportunities to expand MC Dean's services within existing client accounts.
• Support business development activities by providing insights into client needs and potential service offerings.
• Assist in the preparation of proposals and presentations for new business opportunities.

Qualifications:

• Education / Experience / Requirements:
• 12 years with high school diploma/GED, 10 years with Associates, 7 years with Bachelor's or50 with Masters in a related field.
• Minimum of 5 years of experience in facilities engineering, operations, and maintenance, with a focus on client relationship management.
• Experience with quality assurance and contract management is highly desirable.
• Clearable with ability to obtain & maintain TS/SCI with Polygraph
• Technical Skills:
• Strong understanding of facilities engineering and maintenance practices.
• Proficiency in using CMMS (Computerized Maintenance Management Systems) and other related software.
• Knowledge of industry standards and regulations.
• Soft Skills:
• Excellent communication and interpersonal skills, with the ability to build and maintain client relationships.
• Strong problem-solving and analytical abilities.
• Effective project management and organizational skills.
• Ability to work collaboratively with cross-functional teams.

Working Conditions:

• This position may require occasional travel to client sites and availability during off-hours for client emergencies.
• The role involves a combination of office work and on-site client visits.

We offer an excellent benefits package including:

• A competitive salary
• Medical, dental, vision, life, and disability insurance
• Paid-time off
• Tuition reimbursement
• 401k Retirement Plan
• Military Reserve pay offset
• Paid maternity leave

Pay range: $101,475 - $162,360

Abilities:

• Exposure to computer screens for an extended period of time.
• Sitting for extended periods of time.
• Reach by extending hands or arms in any direction.
• Have finger dexterity in order to manipulate objects with fingers rather than whole hands or arms, for example, using a keyboard.
• Listen to and understand information and ideas presented through spoken words and sentences.
• Communicate information and ideas in speaking so others will understand.
• Read and understand information and ideas presented in writing.
• Apply general rules to specific problems to produce answers that make sense.
• Identify and understand the speech of another person.