Facility solutions Manager - Major Accounts

City Wide Facility Solutions of Washington is seeking to promote a member of our team to Major Accounts FSM.

This position is designed for an FSM who is ready to take the next step in account manager and assume greater ownership of some of City Wide’s most important client relationships.

The Major Accounts FSM will own the service strategy and overall performance of an assigned portfolio of major accounts. This individual will have ACM support, lead key contractor partnerships, strengthen client relationships, protect account retention, resolve complex service challenges, and identify opportunities to expand the services and products City Wide provides within our existing client base.

This is more than managing a larger portfolio. It is an opportunity to:

• Influence the success of significant client partnerships.
• Take greater ownership of account strategy and performance.
• Manage through complex operational challenges.
• Contribute directly to client retention and company growth.
• Work closely with the Director of Operations and other company leaders.
• Demonstrate readiness for continued advancement within City Wide.

The strongest candidate will be someone who has consistently demonstrated ownership, sound judgment, relationship-building ability, strong follow-through, and a commitment to delivering outstanding results.

The compensation package for the Major Accounts FSM position includes:

• Annual base salary of $95,000.
• Eligibility for discretionary quarterly Contract Revenue Retention bonuses of up to $4,000 per quarter.
• Eligibility for an additional discretionary quarterly bonus of up to $3,000 per quarter based on average route contract volume.
• Project commission opportunities based on approved margin and compensation-plan requirements.
• Additional bonus commission opportunities after reaching established completed OS revenue thresholds.
• A 5% commission on qualifying consumable products, goods, and supplies sold to assigned clients as a direct result of the employee’s sales efforts.
• A $550 monthly automobile allowance.
• Eligibility for company benefits provided to similarly situated employees.

All commissions and bonuses are subject to the eligibility requirements, approval processes, profitability standards, collection requirements, and other terms contained in the formal Major Accounts FSM Compensation Plan.

• Manage all aspects of assigned client relationships, including client satisfaction, retention, expansion, and diversification of City Wide services and products.
• Build and maintain strong, long-term relationships with client contacts.
• Develop and manage an effective service strategy and schedule tailored to the needs of each client.
• Maintain consistent client communication and respond promptly to requests, complaints, and service concerns.
• Communicate significant client issues to the Director of Operations and other appropriate team members.
• Negotiate pricing, staffing, and logistics for approved additional services.
• Discuss quality-control surveys with clients and encourage their participation.
• Review client feedback and communicate survey results to the Director of Operations, Night Managers, and Contractors.
• Identify opportunities to provide additional services, supplies, and facility solutions.

• Maintain a standard of excellence in service quality and client satisfaction.
• Conduct detailed quality-control inspections at assigned client locations.
• Ensure consistent follow-through on commitments and promises made to clients.
• Assist with the startup and transition of new client accounts.
• Troubleshoot client requests, complaints, and complex operational concerns.
• Develop and implement corrective-action plans with the Director of Operations, Night Managers, and Contractors.
• Actively monitor corrective-action plans until service concerns have been fully resolved.
• Manage and communicate jeopardy locations through the established STAR Report process.

• Supervise and direct Account Compliance Manager(s) assigned to the portfolio.
• Ensure Account Compliance Manager(s) understand and execute the service strategy established for each client.
• Manage Contractor relationships for assigned accounts.
• Negotiate Contractor pricing and other contractual terms within established guidelines.
• Develop clear service specifications and communicate client expectations.
• Monitor Contractor performance, quality, and compliance with client and City Wide requirements.
• Address Contractor performance concerns and remove or replace Contractors when necessary.
• Participate in and be present for monthly IC paydays.

• Protect client retention and minimize lost business.
• Identify opportunities to expand services within assigned client accounts.
• Promote, procure, and monitor client supplies based on agreed upon service agreement details.
• Increase OS and Supply Revenue within the assigned portfolio.
• Notify Sales Executives of potential new-account opportunities within the assigned territory.
• Assist Accounting with the collection of past-due client invoices.
• Audit and verify Contractor invoices for accuracy.

• Use City Wide’s CRM to complete client inspections, add extra charges, manage Account Compliance Manager routing, and maintain accurate account information.
• Maintain and implement Building Information Sheets.
• Maintain accurate route sheets, key and alarm information, and monthly client planners.
• Ensure required MSDS information is complete and accurate.
• Ensure products and supplies stored in janitorial closets are properly labeled.
• Complete required client visits, inspections, reports, and account documentation.
• Maintain accurate and timely communication regarding client conditions, service concerns, and corrective actions.

The ideal candidate is a proven FSM or internal operational leader who is ready to take on greater responsibility and accountability.

This individual should be able to balance client satisfaction, service execution, Contractor performance, team leadership, account retention, and financial results.

The strongest candidate will demonstrate:

• A consistent history of ownership and accountability.
• Strong judgment when handling complex client or operational situations.
• The ability to remain composed and solutions-focused when challenges arise.
• A record of building trust with clients, Contractors, and internal team members.
• Strong client-retention and service-recovery skills.
• The ability to direct Account Compliance Managers and Contractors through clear expectations and follow-through.
• A willingness to address performance concerns directly and professionally.
• An understanding of how service quality, client satisfaction, retention, and account growth work together.
• The ability to recognize account-growth opportunities without compromising service execution.
• Strong organizational skills and attention to detail.
• A commitment to City Wide’s Championship Standard.

• Management experience or equivalent demonstrated leadership experience.
• Two or more years of successful experience as a Facility Solutions Manager preferred.
• High school diploma or equivalent required.
• Additional education, professional development, or equivalent leadership experience preferred.
• Demonstrated ability to build trust and maintain strong relationships with clients, Contractors, and internal team members.
• Excellent verbal communication and strong written communication skills.
• Strong attention to detail and consistent follow-through on commitments.
• Proficiency with Microsoft Office.
• Working knowledge of City Wide’s CRM or demonstrated ability to become proficient in the system.
• Reliable transportation.

Internal performance, leadership readiness, ownership, judgment, and demonstrated results will be important considerations in the selection process.