Job Description

Company Overview

Established in 1952, Marsden Services offers comprehensive facility services to clients nationwide. We provide clients with high-quality and professional services including janitorial, security, HVAC, calibration, emergency response, and facility management services. Our hiring philosophy is rooted in the idea that we want our employees to grow and be successful with our organization. We believe in our employees. We invest in our employees. A career at Marsden means a career with a Company that will support your growth.

Job Summary

The Account Manager is expected to provide a world class customer experience as the single point of contact for the client in the healthcare industry. The Account Manager will provide the client with high levels of communication and engagement, as well as consistent inspections and timely deficiency corrections. The Account Manager is not to “own” the relationship with each local location within the national account, but to ensure we “own” the relationship with the client key decision makers to protect our national business. Needs to ensure consistent back office set ups (e.g. work order) ensure strong and proactive customer engagement at each customer location (for the entire job) through QBRs. Be the point of escalation for any issues or complaints (for the entire job).

Key Responsibilities

• Create and maintain an organizational structure and contact list to align operational responsibility
• Review inspection scores by site monthly. Ensure deficiencies are corrected. Deficiencies to be closed in our system and with the customer so the completion is validated. Improve operations manager compliance with inspections and quality.
• Report any negative client feedback and/or poor Marsden management performance to Executive Sponsor, COO, CSO and VP National Accounts.
• Train operations on client processes and systems. E.G. work order management varies and the PM needs to help navigate the submissions across the network for the client and internal staff
  1. Mold their culture into our culture.
     1. Review work order compliance and progress. Goal is 99% on time close rate.
     2. Know the language, codes, everything that may be client specific
     3. Know the contract and process flows
  2. Learn processes and systems if need be – train the trainer
• Escalations – be a single POC when it goes past the local management
  1. Also include emergencies and how we respond
     1. Not just the PM responding, but setting up inboxes/call-centers to handle local and regional requests
     2. Track and report out on such requests and emergencies
• QBRs
  1. Data collection and reporting
  2. Preparing response and delivering to client
  3. Have the acumen and training to engage at a high level with the customer
• Transition
  1. Onboarding – KEY POSITION IN THE ONBOARDING PROCESSS – know ALL elements of the job
  2. Train SOW and KPIs
     1. Track and monitor
  3. Maintain timelines and roll-out calls
  4. Ensure local teams are ordering supplies/equipment/etc.
  5. Adhere to contractual obligations such as drug screening or background checks, etc.
• Be a client Subject Matter Expert
  1. Proactive Communication with the customer
  2. Direct engagement with locations, managers, sourcing, etc.
  3. Know the business/industry and the current events within
  4. Travel to sites, where applicable, to learn the processes and specific requirements
• Dashboard/QA Proficiency at using the Dashboard and manipulating the data
• Sub-Contractors - Manage relationships and ensure costs are inline each month
• Scope-Changes
  1. Change order form and proper submission protocol and approval process
  2. Understand why a change is made and document for future explanation
  3. Quotes and special services
• Ensure payments are timely and resolve any payment or scope issues
• Supplies – ensure the program for supplies, like HD Pro storefront is set up

Business Conduct

• Commits to behave in compliance with the company’s values and Code of Conduct
• Builds a culture of work safety and leads by example with one's own safe behavior
• Treats co-workers with respect and approaches conflict with positive intent and professionalism
• Asks questions to understand why we do what we do and how we do it - champions change when improvements can be made
• Ensures one's own compliance with the company's published Operations Standards

Skills and Qualifications

• Required skills to perform the core responsibilities and achieve the overall goal of the position.
• Nice to have but not needed to perform the core responsibilities and achieve the overall goal of the position.

Education and Experience Required

• Required Education and Experience to perform the core responsibilities and achieve the overall goal of the position.
• High School diploma or general education degree (GED)
• Registered Building Service Manager (RBSM)
• OSHA General Industry 10 or 30
• 5+ years of commercial cleaning experience and/or floor care
• 3-5 years supervisory experience in a commercial cleaning or similar environment

Education and Experience Preferred

• Required Education and Experience to perform the core responsibilities and achieve the overall goal of the position.
• Associate’s Degree or some college coursework in business management, facilities operations management, or similar area of study
• Bachelor’s degree
• 1-3 years management experience
• Experience in a mobile management role with responsibility for a decentralized workforce and multiple customers
• Prefer experience working with a diverse population
• Bilingual in two or more languages, with English being one of those languages

Travel

Daily. Regional travel across the San Fernando Valley. A company van will be provided.

EEO

Marsden Services provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, creed, ancestry, sexual or affectional orientation, marital or veteran status, color, religion, sex, national origin, age, disability, genetics, status with regard to public assistance or any characteristic protected under federal, state or local law.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

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