Account Manager

Job ID

153599

Posted

25-Apr-2024

Service line

GWS Segment

Role type

Full-time

Areas of Interest

Administrative, Building Management, Engineering/Maintenance, Facilities Management

Location(s)

San Jose - California - United States of America

Global Workplace Solutions (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 custom facility and project management solutions to our clients. We focus on empowering our team with a high level of downstream accountability, resulting in an 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 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 key clients, working in partnership with all customers to ensure exceptional service is delivered and maintained at all times.

ESSENTIAL DUTIES AND RESPONSIBILITIES

GENERAL/OPERATIONS

• Provide the account team leadership, coaching, and mentorship to ensure contractual commitments are met and exceeded.

• Identify and implement 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 happiness. 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 different 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 reports in line with agreed expectations. Generates a robust communication strategy and ensures 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 partnership, 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 partners.

• Support People Engagement and account DE&I objectives; Promote and maintain CBRE culture throughout the account.

PEOPLE

• Direct management of CBRE staff on 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 proficient 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 and loss includes 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 optimally 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 evaluations, supplier negotiations, re-bidding, and identifying additional scope opportunities.

• Drive balanced organic growth of the account – growing 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 align with local, state, and federal laws.

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 proficiencies. Lead by example and model behaviors consistent with the company's values.

QUALIFICATIONS

The requirements below represent the required knowledge, skill, and/or ability to perform this job successfully. An individual must be able to perform each crucial duty satisfactorily. 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. An associate's or bachelor’s degree in business, technical, or management is preferred. Prior supervisory experience preferred.

OTHER SKILLS AND ABILITIES

• Intermediate skills in Microsoft Office Suite Products and Internet navigation. Experience in working with and running e-procurement and contracts management platforms. Strong interpersonal and organizational skills with the ability to manage numerous projects simultaneously. Ability to use a work order system. Solid understanding of architectural, electrical, and mechanical systems.

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

California Residents: 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 $110,000 annually, and the maximum salary for the Account Manager position is $185,000 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.

Equal Employment Opportunity: 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.

Candidate Accommodations: CBRE values the differences of all current and prospective employees and recognizes how every employee contributes to our company’s success. CBRE provides reasonable accommodations in job application procedures for individuals with disabilities. If you require assistance due to a disability in the application or recruitment process, please submit a request via email at recruitingaccomodations@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.

Find out more (https://www.cbre.com/real-estate-services/directory/global-workplace-solutions)

CBRE, Inc. is an Equal Opportunity and Affirmative Action Employer (Women/Minorities/Persons with Disabilities/US Veterans)