The Facilities Group
Director of Client Excellence
The Facilities Group, Tampa, FL
Who We Are:
The Facilities Group (TFG), headquartered in Tampa, FL, is a family of commercial facilities maintenance companies, providing best-in-class service to over 25,000 locations across the country. The Facilities Group partners with the premier local, regional, and national facility service providers while maintaining brand legacy and driving high-powered technology. The Facilities Group family of companies has 50 offices throughout the United States and provides comprehensive suite of janitorial and maintenance services to a variety of end markets including commercial, distribution, logistics, aviation, education, finance, industrial and healthcare facilities.
Our principle of providing best-in-class service not only guides how we treat our clients but is also the foundation of our company culture. We understand the importance of maintaining an exciting culture for our employees and believe in creating an empowering professional environment with a sense of community and opportunity.
What You Will Be Doing:
We are seeking a motivated and experienced Strategic Account Leader.
The Director of Client Excellence is responsible for developing and implementing an account plan that will delight our clients and ensure a healthy long-term relationship. The director anticipates client needs and delivers to outperform on the key performance indicators within the contract and builds financial plans while striving to exceed revenue and profitability. They work with high performing teams that not only deliver operational excellence, but also keep employees engaged and thriving.
The primary function of the Senior Account Manager is to: deliver client satisfaction, establish the vision and strategy of the account plan ensuring there is alignment with the client's objectives and interests, drive the account plan to deliver high quality results that exceed the client's expectations, including recognizing opportunities for growth and retention ensuring implementation across the group, and become a reference for best-in-class service delivery.
Director of Client Excellence Essential Duties and Responsibilities:
Growth Focus:
Customer Advocates:
Operational Excellence:
Director of Client Excellence Requirements and Qualifications
**We use E-Verify to verify employment eligibility for workers.
**The Facilities Group and its Subsidiaries are committed to fostering, cultivating, and preserving a culture of diversity and inclusion. We provide equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. Our commitment extends beyond preventing discrimination and harassment; it's about creating an environment where diverse backgrounds and perspectives are valued. We believe in the power of our people, the ideas they bring, and what we can accomplish together.
**Consistent with the Americans with Disabilities Act (ADA), all state & federal requirements, it is the policy of The Facilities Group to provide reasonable accommodation when requested by a qualified applicant or employee with a disability, unless such accommodation would cause an undue hardship. The Facilities Group also provides reasonable accommodations as required under the Pregnant Workers Fairness Act (PWFA) for limitations related to pregnancy, childbirth, or related medical conditions. The policy regarding requests for reasonable accommodation applies to all aspects of employment, including the application process. If reasonable accommodation is needed, please contact the HR Business Services Center [redacted].
The Facilities Group (TFG), headquartered in Tampa, FL, is a family of commercial facilities maintenance companies, providing best-in-class service to over 25,000 locations across the country. The Facilities Group partners with the premier local, regional, and national facility service providers while maintaining brand legacy and driving high-powered technology. The Facilities Group family of companies has 50 offices throughout the United States and provides comprehensive suite of janitorial and maintenance services to a variety of end markets including commercial, distribution, logistics, aviation, education, finance, industrial and healthcare facilities.
Our principle of providing best-in-class service not only guides how we treat our clients but is also the foundation of our company culture. We understand the importance of maintaining an exciting culture for our employees and believe in creating an empowering professional environment with a sense of community and opportunity.
What You Will Be Doing:
We are seeking a motivated and experienced Strategic Account Leader.
The Director of Client Excellence is responsible for developing and implementing an account plan that will delight our clients and ensure a healthy long-term relationship. The director anticipates client needs and delivers to outperform on the key performance indicators within the contract and builds financial plans while striving to exceed revenue and profitability. They work with high performing teams that not only deliver operational excellence, but also keep employees engaged and thriving.
The primary function of the Senior Account Manager is to: deliver client satisfaction, establish the vision and strategy of the account plan ensuring there is alignment with the client's objectives and interests, drive the account plan to deliver high quality results that exceed the client's expectations, including recognizing opportunities for growth and retention ensuring implementation across the group, and become a reference for best-in-class service delivery.
Director of Client Excellence Essential Duties and Responsibilities:
Growth Focus:
- Responsible for driving revenue growth within key accounts. This includes monitoring account profitability, managing budgets, and identifying opportunities to expand or cross-sell additional services.
- Work closely with the regional, local, and national teams to lead and direct the commercial activities necessary to produce growth in the division, national and strategic account customer program. This includes the coordination, collaboration, and delegation of commercial and service activities with the sales and operational teams as each customer expansion necessitates.
- Establishes and maintains effective relationships with customers and gains their trust and respect.
- Maintains awareness/understanding of customers volume and product mix forecasts that are meeting account targets and a plan to penetrate the customers total wallet share which is tracked in the account plan.
- Coordinates price management actions based on current conditions related to costs, inflation, competitive landscape and supply and demand market indicators to maintain division margin targets.
- Qualifies potential prospects, builds rapport, establishes mutual goals based on customer requirements to achieve optimal effectiveness in achieving desired outcome.
- Develops proposals, presentations, and pricing agreements for strategic accounts, with keen understanding of strategic price points/technical bids.
- Keeps abreast of current and future market trends.
Customer Advocates:
- Coordination of formal business reviews (content/narrative) including weekly, monthly, and quarterly business reviews.
- Accountable for articulating pertinent information to stakeholders related to national and strategic opportunities. Tracks issues that may arise within the regional, local, and national areas and to act with appropriate resolution.
- Establishes and maintains high-level relationships with business decision makers at national and strategic accounts serviced within the division.
- Acts as a liaison between the regional and local companies and the national accounts team.
- Develops and prioritizes targets based on our ability to solidify and enhance our existing relationship.
Operational Excellence:
- The account leader will ensure operational excellence within the account management function. This involves implementing and monitoring best practices, developing, and streamlining processes, and leveraging technology to enhance efficiency and effectiveness.
- Monitors to ensure The Facilities Group and customer sites are adhering to contractual commitments to support mutual strategic partnership. Swiftly addresses inactive accounts that require national contacts to drive adoption.
- The Account leader will produce regular reports and analysis on key account metrics, including account performance, revenue growth, client satisfaction, and market trends. These insights will help inform strategic decision-making and drive continuous improvement through regular TFG and customer governance reviews.
- The Account leader owns and manages the customer budget and TFG P&L
- The Account leader will ensure new or for expansions, the Transition and Implementation meets both the customer and TFG expectations.
- Additional responsibilities as directed.
Director of Client Excellence Requirements and Qualifications
- Bachelors degree in Business Management or related field. In lieu of degree, consideration for up to 7 years of additional related experience may be considered.
- 7+ years of prior technical customer/account management experience in the facilities industry
- Demonstrated relationship management & consultative aptitude with the ability to problem-solve and devise technical solutions for the customer.
- Ability to build effective relationships with all levels and roles both within The Facilities Group and outside the organization.
- Strong mathematical, problem solving and analytical skills with the ability to apply to customer sales analysis and cost comparisons.
- Communicates effectively both verbally and in writing; listens effectively and clarifies information as needed; works well with others in a cross-functional team environment across the organization knowing who to engage to achieve results. Uses candor and sensitivity in their dealings with others.
- Self-motivated with excellent organizational and time management skills to include the ability to multi- task and effectively manage projects in a diverse organization.
- PC skills to include proficiency with Microsoft Office applications (Word, Excel, PowerPoint).
- Excellent organizational, communication, and interpersonal skills with the ability to work with a wide variety of people with different personalities and backgrounds.
- Ability to work independently and under pressure to meet deadlines.
- Ability to read, analyze and interpret common scientific and technical journals, financial reports, legal documents, and regulatory requirements.
- Ability to understand strategic price points and technical bids.
- Must be able to work flexible hours to meet customer needs and management expectations.
- Valid driver's license and personal vehicle with insurance coverage as required by the company.
**We use E-Verify to verify employment eligibility for workers.
**The Facilities Group and its Subsidiaries are committed to fostering, cultivating, and preserving a culture of diversity and inclusion. We provide equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. Our commitment extends beyond preventing discrimination and harassment; it's about creating an environment where diverse backgrounds and perspectives are valued. We believe in the power of our people, the ideas they bring, and what we can accomplish together.
**Consistent with the Americans with Disabilities Act (ADA), all state & federal requirements, it is the policy of The Facilities Group to provide reasonable accommodation when requested by a qualified applicant or employee with a disability, unless such accommodation would cause an undue hardship. The Facilities Group also provides reasonable accommodations as required under the Pregnant Workers Fairness Act (PWFA) for limitations related to pregnancy, childbirth, or related medical conditions. The policy regarding requests for reasonable accommodation applies to all aspects of employment, including the application process. If reasonable accommodation is needed, please contact the HR Business Services Center [redacted].