Description
SUMMARY
The Sr. Account Manager is responsible for the day to day business operations of client contracts, including the training guidance and development of the account team, meeting all performance and compliance requirements of the client, coordinating client requests and troubleshooting issues, developing long term client relationships, meeting annual P&L expectations, and delivering companywide KPIs
ESSENTIAL DUTIES AND RESPONSIBILITIES
Manage all aspects of assigned client relationships, including client retention, expansion, KPIs, P&L
Formulate and manage an effective service strategy, working closely with the client, supply chain, trade services and business analytics to set annual goals, achieve continuous improvement and deliver superior client outcomes
Manage expansion and diversification of CBRE product offerings, negotiate and enter into agreements with clients for additional services - working with Business Development on pricing, staffing, logistics, and contract obligations
Ensure a standard of excellence in quality and client satisfaction, through detailed quality control, consistent follow through, team engagement and effective cross functional collaboration
Directly manage a team of hourly employees in delivering all client commitments; provides formal coaching & development of direct reports, annual performance reviews, career development and understands that an engaged employee is an essential component for success
Collaborate effectively across all departments within the organization to achieve superior client outcomes; driving results through effective communication, a clear understanding of cross functional roles and responsibilities, holding others accountable and managing outcomes with multiple stakeholders
Understand and effectively manage all contractual obligations
Maintain a quarterly schedule of client business reviews, monthly and weekly meetings as needed, and effectively communicate account wins, risks, KPIs and general operating outcomes to executive leadership monthly
Other duties as assigned
SUPERVISORY RESPONSIBILITIES
Provides formal supervision to direct reports.
QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
EDUCATION and EXPERIENCE
Bachelor' Degree
4-6 years account management or related experience preferred
2 years people leadership required
Facilities management experience preferred
CERTIFICATES and/or LICENSES
Six sigma training a plus
COMMUNICATION SKILLS
Excellent written and verbal communication skills. Strong organizational and analytical skills. Ability to provide efficient, timely, reliable, and courteous service to customers. Ability to effectively present information.
FINANCIAL KNOWLEDGE
Requires advanced knowledge of financial terms and principles. Ability to calculate intermediate figures such as percentages, discounts, and commissions. Conducts advanced financial analysis.
REASONING ABILITY
Ability to comprehend, analyze, and interpret complex documents. Ability to solve problems involving several options in situations. Requires advanced analytical and quantitative skills.
OTHER SKILLS and/or ABILITIES
Proficiency with MS Office and Business Applications
Professional verbal and written communication skills
Demonstrated ability to professionally present to Senior Executives and influence key stakeholders at all levels of an organization.
Ability to prioritize against competing tasks
Knowledge of Facilities Management/Trade Services required
Knowledge of customer service principles and practices
Ability to develop trusted advisor relationships with key accounts, customer stakeholders and executive sponsors
People leadership experience preferred.
SCOPE OF RESPONSIBILITY
Decisions made with thorough understanding of procedures, company policies, and business practices to achieve general results and deadlines. Responsible for setting work unit and/or project deadlines. Errors in judgment may cause short-term impact to department.
CBRE is an equal opportunity/affirmative action employer with a long-standing commitment to providing equal employment opportunity to all qualified applicants regardless of race, color, religion, national origin, sex, sexual orientation, gender identity, pregnancy, age, citizenship, marital status, disability, veteran status, political belief, or any other basis protected by applicable law.
NOTE: An additional requirement for this role is the ability to comply with COVID-19 health and safety protocols, including COVID-19 vaccination proof and/or rigorous testing.
CBRE GWS
CBRE Global Workplace Solutions (GWS) works with clients to make real estate a meaningful contributor to organizational productivity and performance. Our account management model is at the heart of our client-centric approach to delivering integrated real estate solutions. Each client is entrusted with a dedicated leader and is supported by regional and global resources, leveraging the industry's most robust platform. CBRE GWS delivers consistent, measurably superior outcomes for our clients at every stage of the lifecycle, and across industries and geographies.
Find out more
The Sr. Account Manager is responsible for the day to day business operations of client contracts, including the training guidance and development of the account team, meeting all performance and compliance requirements of the client, coordinating client requests and troubleshooting issues, developing long term client relationships, meeting annual P&L expectations, and delivering companywide KPIs
ESSENTIAL DUTIES AND RESPONSIBILITIES
Manage all aspects of assigned client relationships, including client retention, expansion, KPIs, P&L
Formulate and manage an effective service strategy, working closely with the client, supply chain, trade services and business analytics to set annual goals, achieve continuous improvement and deliver superior client outcomes
Manage expansion and diversification of CBRE product offerings, negotiate and enter into agreements with clients for additional services - working with Business Development on pricing, staffing, logistics, and contract obligations
Ensure a standard of excellence in quality and client satisfaction, through detailed quality control, consistent follow through, team engagement and effective cross functional collaboration
Directly manage a team of hourly employees in delivering all client commitments; provides formal coaching & development of direct reports, annual performance reviews, career development and understands that an engaged employee is an essential component for success
Collaborate effectively across all departments within the organization to achieve superior client outcomes; driving results through effective communication, a clear understanding of cross functional roles and responsibilities, holding others accountable and managing outcomes with multiple stakeholders
Understand and effectively manage all contractual obligations
Maintain a quarterly schedule of client business reviews, monthly and weekly meetings as needed, and effectively communicate account wins, risks, KPIs and general operating outcomes to executive leadership monthly
Other duties as assigned
SUPERVISORY RESPONSIBILITIES
Provides formal supervision to direct reports.
QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
EDUCATION and EXPERIENCE
Bachelor' Degree
4-6 years account management or related experience preferred
2 years people leadership required
Facilities management experience preferred
CERTIFICATES and/or LICENSES
Six sigma training a plus
COMMUNICATION SKILLS
Excellent written and verbal communication skills. Strong organizational and analytical skills. Ability to provide efficient, timely, reliable, and courteous service to customers. Ability to effectively present information.
FINANCIAL KNOWLEDGE
Requires advanced knowledge of financial terms and principles. Ability to calculate intermediate figures such as percentages, discounts, and commissions. Conducts advanced financial analysis.
REASONING ABILITY
Ability to comprehend, analyze, and interpret complex documents. Ability to solve problems involving several options in situations. Requires advanced analytical and quantitative skills.
OTHER SKILLS and/or ABILITIES
Proficiency with MS Office and Business Applications
Professional verbal and written communication skills
Demonstrated ability to professionally present to Senior Executives and influence key stakeholders at all levels of an organization.
Ability to prioritize against competing tasks
Knowledge of Facilities Management/Trade Services required
Knowledge of customer service principles and practices
Ability to develop trusted advisor relationships with key accounts, customer stakeholders and executive sponsors
People leadership experience preferred.
SCOPE OF RESPONSIBILITY
Decisions made with thorough understanding of procedures, company policies, and business practices to achieve general results and deadlines. Responsible for setting work unit and/or project deadlines. Errors in judgment may cause short-term impact to department.
CBRE is an equal opportunity/affirmative action employer with a long-standing commitment to providing equal employment opportunity to all qualified applicants regardless of race, color, religion, national origin, sex, sexual orientation, gender identity, pregnancy, age, citizenship, marital status, disability, veteran status, political belief, or any other basis protected by applicable law.
NOTE: An additional requirement for this role is the ability to comply with COVID-19 health and safety protocols, including COVID-19 vaccination proof and/or rigorous testing.
CBRE GWS
CBRE Global Workplace Solutions (GWS) works with clients to make real estate a meaningful contributor to organizational productivity and performance. Our account management model is at the heart of our client-centric approach to delivering integrated real estate solutions. Each client is entrusted with a dedicated leader and is supported by regional and global resources, leveraging the industry's most robust platform. CBRE GWS delivers consistent, measurably superior outcomes for our clients at every stage of the lifecycle, and across industries and geographies.
Find out more
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