Account Manager

GWS Local is a tailored facility management solution at a local level with access to the Global CBRE GWS platform. We manage soft services through trusted best-in-class partners and self-deliver hard services. Utilizing an AGILE delivery model with structure, governance, and accountability through employee empowerment. Partnership with Local also provides access to our "Best in Class" additional services: Sustainability and Energy Programs, Project Management, Moves & Changes, Security Consulting, Workplace Strategy, and Host Workplace Experience.

JOB SUMMARY

An Account Manager provides leadership, management, and development of a client account, ensuring financial and operational commitments are met and exceeded. This leader is the single point of contact for all operational needs for an account of up to $2m in maintenance revenue within GWS Local. An Account Manager is responsible for delivering the full suite of FM services (hard and soft) to a key client, working in partnership with all stakeholders to ensure exceptional service is delivered and maintained at all times.

ESSENTIAL DUTIES AND RESPONSIBILITIES

General/Operations:

• Provide the account team leadership, coaching, and guidance to meet and exceed contractual commitments.
• Identify and execute opportunities for the strategic development of the account, driving organic growth through the delivery of extra works and projects, and ensuring the account is retained upon renewal.
• Act as the single point of contact for overall account operations ensuring contractual compliance. Supervise, plan, and coordinate all aspects of operations, including preventative maintenance (PM), reactive maintenance, vendor services, help desk operation, soft service delivery where in scope, and extra work.
• Ensure optimum staffing structures operate on the account, balancing cost reduction with the delivery of service excellence and employee satisfaction. Ensure structure supports peaks and troughs in workload and disaster recovery.
• Ensure appropriate account review, audit, and governance regimes exist to meet regulatory, policy, and contractual commitments, and ensure all required elements of the Local Target Operating Model are in place.
• Ensure a customer focus within all operational activities and maintain effective relationships with key clients at various levels, including formal monthly, quarterly and annual reviews.
• Communicate to clients regarding property profiles, emergency preparedness plans, site inspections, facility audits, work order progress, and other related reports in line with contract requirements.
• Present written recommendations to clients, including economic justifications, financial reports, and monthly summary reporting in line with agreed expectations. Generates a robust communication strategy and ensure the accuracy of reporting and client submittals.
• Drive innovation and thought leadership on the account, engaging with subject matter experts to provide diverse solutions to complex client problems.
• Work with other operational leaders to ensure the collaborative development of the business, effective team working, and culture in keeping with the company's RISE values.
• Support effective business communication, internally and externally, with clients, CBRE team members, supplier partners, tenants, landlords, and all other business stakeholders.
• Support People Engagement and account DE&I objectives; Promote and maintain CBRE culture throughout the account
• Other duties may be assigned

PEOPLE:

• Direct management of CBRE staff, including engineers/technicians and contract support.
• Ensure optimum staffing structures operate across the account, balancing cost reduction with the delivery of service excellence. Ensure structures support peaks and troughs in workload, disaster recovery, and contractual commitments.
• Ensure training needs are delivered, employees are fully competent to undertake their roles, and can reach their full future potential. Accountable for all hiring decisions.
• Ensure effective succession planning is completed account-wide.

FINANCE/COMMERCIAL:

• Full responsibility for Profit & Loss, including developing account financial plans for revenue and profit delivery, managing WIP, debt, cost control, and growth, and ensuring that targets are met or exceeded.
• Ensure business policies and processes are effectively communicated and implemented across accounts.
• Drive effective commercial and financial governance through accurate reporting and appropriate checks and balances.
• Review purchase orders to ensure financial, contractual, and commercial accuracies.
• Supply chain management, including supplier performance reviews, supplier negotiations and re-bidding, and the identification of additional scope opportunities.
• Drive sustainable organic growth of the account - maximizing extra works and project opportunities.

QHSE:

• Ensure the provision of a healthy and safe working environment on the account.
• Maintain both client and CBRE health and safety policy and process, ensuring this is effectively implemented across all service lines, self-perform and vendor delivered.
• Develop environmental health and safety procedures for facilities. These procedures include emergency action plans, disaster recovery, business continuity, and other related procedures.
• Responsible for facility inspections for quality assurance periodically. Ensure facility procedures comply with local, state, and federal regulations.

SUPERVISORY RESPONSIBILITIES:

Provides formal supervision to individual employees within a single functional or operational area. Approves subordinate's recommendations for staff recruitment, selection, promotion, advancement, corrective action, and termination. Effectively recommends same for direct reports to next-level management for review and approval. Plans and monitors appropriate staffing levels and utilization of labor, including overtime. Prepares and delivers performance appraisals for staff. Mentors and coaches team members to further develop competencies. Leads by example and models behaviors consistent with the company's values.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.

The requirements below represent the required knowledge, skill, and/or ability.

Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Education and Experience

A high school diploma or general education degree (GED) is required. Minimum of four years of related experience and/or training. Associate's degree or Bachelor's degree preferred with a focus on business, technical or management areas. Prior supervisory experience preferred.

Certificates and/or License

None.

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. Ability to respond effectively to sensitive issues.

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.

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.

Other Skills and Abilities

Intermediate skills in Microsoft Office Suite Products and Internet navigation. Experience in working with and managing e-procurement and contracts management platforms. Strong interpersonal and organizational skills with the ability to manage multiple projects simultaneously.

Ability to use a work order system.

Working knowledge of architectural, electrical, and mechanical systems.

Scope of Responsibility

Decisions are made with a 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 impacts to the department.

Key Relationships

Reports to the Area General Manager.

Functional management of Engineers/Technicians and Lead/Contract Support

Partners closely with Finance & Operations Support Manager and Business Operations Manager

Applicants must be currently authorized to work in the United States without the need for visa sponsorship now or in the future.

CBRE is an equal opportunity employer that values diversity. We have 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. We also provide reasonable accommodations, as needed, throughout the job application process. If you have a disability that inhibits your ability to apply for a position through our online application process, you may contact us via email at recruitingaccommodations@cbre.com or via telephone at +1 866 225 3099 (U.S.) and +1 866 388 4346 (Canada).

NOTE: Some, but not all, of our positions may have an additional requirement to comply with COVID-19 health and safety protocols, including COVID-19 vaccination proof and/or rigorous testing. If you have questions about the requirement(s) for this position, please inform your Recruiter.

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.

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