Account Manager

Job Description

GWS | Local is a hard services-led, tailored facility management solution. We self-perform hard services while partnering with best-in-class soft service providers to offer our clients bespoke facility and project management solutions. We focus on empowering our team with a high level of downstream accountability, resulting in agile and efficient service delivery.

In addition to our core facility and project management capabilities, our platform offers direct access to our Best-in-Class services, including ESG, Security Consulting, Workplace Strategy, and Workplace Experience.

JOB SUMMARY:

An Account Manager provides leadership, management, and development of a client account, ensuring both 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 ensure contractual commitments are met and exceeded.
• 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 areas of operational activities and that effective relationships are maintained 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 ensures the accuracy of reporting and client submittals.
• Drive innovation and thought leadership on the account, engaging with subject matter experts to provide a diverse offering of 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 on the account, 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 they 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 includes supplier performance reviews, supplier negotiations, re-bidding, and identifying additional scope opportunities.
• Drive sustainable organic growth of the account - maximizing extra work and project opportunities.

QHSE:

• Ensure the provision of a healthy and safe working environment on the account.
• Maintain client and CBRE health and safety policy and process, ensuring this is effectively implemented across all service lines, self-perform, and vendor delivery.
• 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 team members' recommendations for staff recruitment, selection, promotion, advancement, corrective action, and termination.
• Effectively recommends the 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 that are 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

• 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.

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 ability to manage multiple projects simultaneously.
• Ability to use work order system.
• Working knowledge of architectural, electrical, and mechanical systems.

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 carefully considers multiple factors to determine compensation, including a candidate's education, training, and experience. The minimum salary for the Account Manager position is $85,000 annually, and the maximum salary for the Account Manager position is $120,000 annually. The compensation that is offered to a successful candidate will depend on the candidate's skills, qualifications, and experience. Successful candidates will also be eligible for a discretionary bonus based on CBRE's applicable benefit program.

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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