Account Manager - FEO&M - Client Intimacy & Customer Advocacy

Account Manager - FEO&M - Client Intimacy & Customer Advocacy

ID 12338

Location Washington, DC

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Account Manager - Facilities Engineering Operations and Maintenance (Client Intimacy & Customer Advocacy)

Job Overview: The Account Manager for Facilities Engineering Operations and Maintenance (FEO&M) is responsible for fostering strong client relationships and acting as a customer advocate to ensure the quality of services provided by MC Dean meets or exceeds contract performance standards. This role requires a deep understanding of facilities engineering, exceptional communication skills, and a commitment to client satisfaction.

Key Responsibilities:

• Client Relationship Management:

• Build and maintain strong, long-term relationships with clients to understand their needs, expectations, and business objectives.

• Serve as the primary point of contact for clients, ensuring consistent and open communication.

• Conduct regular client meetings to review service performance, address concerns, and identify opportunities for improvement.

• Quality Assurance and Compliance:

• Ensure all services delivered by MC Dean meet the contractual performance standards and client expectations.

• Develop and implement quality control processes to monitor and evaluate the effectiveness of service delivery.

• Conduct regular audits and inspections of facilities to ensure compliance with industry standards and regulations.

• Customer Advocacy:

• Act as a client advocate within MC Dean, ensuring client needs and concerns are communicated to the relevant teams.

• Work collaboratively with internal teams to resolve client issues promptly and effectively.

• Provide feedback to service delivery teams to improve processes and enhance client satisfaction.

• Contract Management:

• Oversee contract performance and ensure all contractual obligations are met.

• Identify and manage contract renewals, modifications, and extensions.

• Prepare and present regular performance reports to clients, highlighting key metrics and service achievements.

• Continuous Improvement:

• Identify opportunities for service improvement and innovation to enhance client satisfaction.

• Lead initiatives to implement best practices and improve operational efficiency.

• Stay current with industry trends and emerging technologies to recommend enhancements to service delivery.

• Business Development:

• Identify opportunities to expand MC Dean's services within existing client accounts.

• Support business development activities by providing insights into client needs and potential service offerings.

• Assist in the preparation of proposals and presentations for new business opportunities.

Qualifications:

• Education / Experience / Requirements:

• 12+ years with high school diploma/GED, 10+ years with Associates, 7+ years with Bachelor's or50+ with Masters in a related field.

• Minimum of 5 years of experience in facilities engineering, operations, and maintenance, with a focus on client relationship management.

• Experience with quality assurance and contract management is highly desirable.

• Clearable with ability to obtain & maintain TS/SCI with Polygraph

• Technical Skills:

• Strong understanding of facilities engineering and maintenance practices.

• Proficiency in using CMMS (Computerized Maintenance Management Systems) and other related software.

• Knowledge of industry standards and regulations.

• Soft Skills:

• Excellent communication and interpersonal skills, with the ability to build and maintain client relationships.

• Strong problem-solving and analytical abilities.

• Effective project management and organizational skills.

• Ability to work collaboratively with cross-functional teams.

Working Conditions:

• This position may require occasional travel to client sites and availability during off-hours for client emergencies.

• The role involves a combination of office work and on-site client visits.

We offer an excellent benefits package including

• A competitive salary

• Medical, dental, vision, life, and disability insurance

• Paid-time off

• Tuition reimbursement

• 401k Retirement Plan

• Military Reserve pay offset

• Paid maternity leave

Pay range: $101,475 - $162,360

Abilities:

• Exposure to computer screens for an extended period of time.

• Sitting for extended periods of time.

• Reach by extending hands or arms in any direction.

• Have finger dexterity in order to manipulate objects with fingers rather than whole hands or arms, for example, using a keyboard.

• Listen to and understand information and ideas presented through spoken words and sentences.

• Communicate information and ideas in speaking so others will understand.

• Read and understand information and ideas presented in writing.

• Apply general rules to specific problems to produce answers that make sense.

• Identify and understand the speech of another person.

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Applicants for this position may be required to obtain or provide proof of flu shots or of other vaccinations depending on customer requirements and nature of the position or demonstrate a valid basis for exception.

EOE Minorities/Females/Protected Veterans/Disabled

VEVRAA Contractor