Client Manager

As a Client Manager with Ferrandino & Son, Inc. you will oversee the
administration of our core values, processes, procedures, solutions and
training to your account team(s).  You will assume a leadership role in the
provision of professional management of our clients’ needs as well as the
management of our vendor relationships ensuring that they are in direct
support of the overall goals and objectives of Ferrandino & Son’s
programs.  You will collaborate directly with senior management (Sr. Client
Manager/Director of Program Management) on the development of strategies to
enhance the outcomes and cost effectiveness of accounts and employees within
the teams.  This is a hybrid position with two days in our Audubon, PA
office and three days at home.

Key Areas of Responsibility include but are not limited to:

Client Management

Serve as primary point of contact for client communication through e-mail,
conference calls and/or face-to-face meetings as necessary
Ensure client concerns are responded to and addressed in a timely manner
Respond and address escalations
Ensure account is meeting contracted Service Level Agreement
Utilize appropriate reports to make sure account is in good standing in
regards to margin, work order progression, and site placement as well as
generating any client-facing reports as required
Serve as a liaison between procurement, vendor relations, and other
departments as necessary to ensure a seamless client experience
Service Management

Provides information to assist client team with communicating resolutions for
client escalations.
Ensures assigned team is meeting SLA’s, KPI’s and internal deadlines
defined by client management team or Sr. Management.
Provide guidance to Account Managers for the execution of in-scope services
and out of scope proposal negotiations as it relates to the alignment of
contracted pricing per client.
Work closely with Account Managers to provide feedback and ensure service
delivery is meeting client expectations.
Monitors territory and service request assignment to ensure all services are
being performed proactively.
Develop relationships with top service providers.
Employee Management

Manage and assist a team of account managers to ensure account is performing
at an optimal level
Assist employees with one-on-one coaching and development
Monitor employee interactions with vendors for day to day operations to
ensure professionalism and accuracy; with adherence to company policies and
procedures
Oversee the administration of our core values, processes, procedures,
solutions and training to your account team(s).
Keep team members aware and cognizant of their performance and identify key
strengths and areas of potential improvement
Regularly manage and generate employee performance reviews, review employee
attendance and time clock adherence, and perform corrective action as may be
necessary
Train employees in trade-specific knowledge to assist them with independent
decision making
Train employees to reactively source as necessary to emergency situations
Review and approve work proposals to ensure service and margin goals are
being met
Drive account managers to meet monthly, seasonal, and project deadlines as
necessary.
Account Growth & Development

Analyze account to identify and address areas of opportunity for margin
and/or service improvement
Identify out-of-scope opportunities in collaboration with the Enhancement
Team & Field Team in regard to site inspections
Identify the competitive environment and develop ways to improve the
company’s relative position in the market
Drive monthly revenue and margin improvement goals, coordinating with other
Client Managers and the Program Director
In collaboration with the Procurement and Vendor Relations departments,
assist the Program Director with forecasting and budgeting monthly revenue
targets
Work directly with Procurement Buyers and Senior Management to oversee
Account rollouts and vendor onboarding
Ensure vendors are assigned to sites within margin and vetted to ensure
adequate services will be provided to client expectations
Qualifications  

Minimum education of a four year degree in business related field or
equivalent experience required
Previous Management or Team Lead/Supervisor experience preferred in
facilities management
Proficiency with the Microsoft Office suite of productivity applications
Excellent problem-solving skills and attention to details
Ability to operate independently, under pressure, to perform multiple
concurrent tasks and responsibilities, and to deal with changing priorities,
while maintaining personal effectiveness
High level of commitment to customer service and teamwork
Telephone skills and excellent verbal communication skills
Ferrandino & Son Inc. is a national facility maintenance and construction
services company providing our clients with superior service. Our employees
are provided comprehensive benefit options including Medical, Dental, Vision,
Life Insurance, 401(k) with company match and more! We provide for learning
and development of our team based on their job function and opportunities for
growth. Come be a part of our growing team! For more information, visit us
at: www.ferrandinoandson.com [2]

 Ferrandino & Son Inc is an Equal Opportunity Employer –
M/F/Veteran/Disability/Sexual Orientation/Gender Identity