Facility Solutions Manager / Account Manager

Facility Solutions Manager

Facility Solutions Manager aka Client Relationship Manager aka Account Manager

Are you excellent at managing and retaining B2B accounts? Do you also have strong consultative selling skills for increasing sales within an account? If you answered yes, consider this opportunity with City Wide!

City Wide Facility Solutions is actively seeking a Facility Solutions Manager (FSM) for our Franchise location in Chicago Shores (Southern Chicagoland and Northwest Indiana).

Our Facility Solutions Manager is a confident, proactive, and relentlessly client-focused leader responsible for the business operations of an assigned client service area, managing a million-dollar+ book of business. In this outside, B2B account management role, you will serve as the single point of contact for all facility needs, providing field support, training, and guidance for new clients, inspecting contractor performance, troubleshooting requests, and developing long-term relationships with clients and contractors. You'll orchestrate contractors, night managers, and vendors to deliver seamless, high-quality service, negotiate contracts, ensure compliance, and drive assigned portfolio growth by 1.5x or more through consultative upselling and cross-selling, all while building a culture of excellence, trust, and teamwork.

You will be the face of City Wide in your area, owning the entire client experience for 20+ facility solutions and serving as the trusted advisor, problem solver, and growth partner for our clients. You'll oversee every detail of client satisfaction, anticipating needs, asking what's next, delivering on promises, and driving exponential account growth, all while building deep, consultative relationships that earn you a "ok, take care of it" level of trust. This is a highly visible, entrepreneurial, and recession-resilient role where you'll make a real impact on clients' environments, safety, and peace of mind, all while growing your own career and income with no cap (i.e. based salary, + upsell / cross sell commissions + client satisfaction, retention, renewal & referral bonusses, etc.).

What you will do...

• Manage all aspects of assigned client relationships, including client retention, expansion, and diversification of City Wide building solutions and/or products.
• Formulate and manage an effective service strategy and schedule tailored to each client.
• Negotiate and enter into agreements with clients for additional services – determine pricing, staffing, and logistics.
• Manage all Contractor relationships including – Interview and hire, negotiate pricing and other contract terms, manage agreements, develop service specifications, client compliance, verify Contractor compliance, and remove/replace Contractors as necessary.
• Ensure a standard of excellence in quality and client satisfaction, through detailed quality control inspections of client sites and consistent follow through with all promises to clients.
• Supervise and direct Night Managers; ensure the client's strategy is executed and all services are performed correctly.
• Promote the sale of, procure, and monitor supplies for clients.
• Effectively communicate all client issues with Contractors and the Director of Operations (or owner); promptly address any client issues or problems that arise.
• Use City Wide's CRM to perform client inspections, adding extra charges, NM routing, etc.
• Schedule each non-routine activity in client facilities using Outlook.
• Update and keep current all Building Information Sheets (BIS), FSM Summary Sheets, and Exhibit A's. Ensure MSDS sheets for each client serviced in janitor closets are complete, accurate, and that all items are properly labeled.
• Notify Sales Executives of potential accounts in your territory, especially new construction.
• Develop and implement a plan with the Director of Operations and the Night Managers to resolve any client complaints or deficiencies in service and actively monitor compliance.
• Approve Night Managers and/or Service Representative's pay sheets; ensure accuracy.
• Assist Accounting in collecting clients' past due invoices and payment invoices for Contractors.
• Maintain updated route sheets, key/alarm sheets, and monthly planner for each client.