Major Accounts Manager

Are you excellent at managing and retaining B2B accounts? Do you excel at building relationships, solving problems, and growing revenue within an existing book of business?

If you answered yes, consider this opportunity with City Wide Facility Solutions – Kansas City!

City Wide, the nation’s leading management company in the building maintenance industry, provides solutions to a wide range of challenges our clients face within their facilities. With more than 90 markets across the U.S. and Canada, City Wide KC is proud to support our clients, contractors, and community by creating meaningful, long-term partnerships.

We are seeking a Major Accounts Manager to support and retain our largest and most complex clients, ensuring exceptional service delivery and high satisfaction.

Objective

The Major Accounts Manager is responsible for the business operations and service success of an assigned portfolio of high-value accounts. This role provides hands-on field support, conducts quality inspections, oversees contractor performance, supports new account starts, and builds long-term relationships with clients and contractors. Additional responsibilities include negotiating additional services, procuring supplies, coordinating operational documentation, and supporting multiple Facility Solutions Managers (FSMs) with Diamond and Star accounts.

Essential functions

• Manage and strengthen major client relationships, ensuring retention, satisfaction, and contract growth.
• Develop effective, customized service strategies and schedules tailored to each major account.
• Conduct routine on-site quality inspections; document results in the CRM and ensure follow-through on any service deficiencies.
• Oversee contractor relationships, including interviewing, negotiating pricing, compliance monitoring, coaching, and replacing when needed.
• Provide on-site support for new account starts, walk-throughs, QBRs, and high-priority client visits.
• Negotiate additional services, pricing adjustments, contract modifications, and staffing requirements.
• Coordinate procurement, delivery, and proper labeling of client-required supplies and materials.
• Maintain accurate and up-to-date BIS files, FSM summary sheets, Exhibit A’s, MSDS sheets, key/alarm logs, and route information.
• Collaborate closely with Day and Night Managers to ensure service execution aligns with client expectations.
• Assist Accounting in following up on past-due invoices and verifying contractor payment accuracy.
• Encourage participation in client surveys and communicate feedback to Operations leadership and contractors.
• Identify opportunities for added services or revenue growth within major accounts.
• Support multiple FSMs with Diamond and Star accounts, acting as a high-level operational resource.

Position Requirements

•         3-5+ plus years of sales and management experience in building maintenance, facility management or equivalent experience.
•         Bachelor’s degree in business or similar field, or equivalent work experience.
•         Highly detail oriented and excellent follow-through on commitments.
•         Great at building, maintaining, and growing client relationships.
•         Excellent verbal and strong written communication skills.        
• Proficient in Microsoft Office and knowledge of CRM database.
•         Must have reliable transportation.

Working Conditions

Physical Demands

•        Sedentary work for extended periods is common; frequently required to stand, walk, type on a keyboard, and sit for prolonged periods in an office setting. Manual dexterity required for the use of common office equipment (e.g., computers, phones, mobile devices, etc.). Hearing and vision within normal ranges is essential for conversations, to receive ordinary information and to prepare or inspect documents and/or work of others.

•          Minimal lifting of up to 35 lbs. may be required occasionally.
•          Local travel, up to 75% of the time, by automobile while conducting business is required.
•          This position is based on standard office hours of Monday–Friday, 8:00 a.m.–5:00 p.m. As the Major Accounts Manager, you are expected to remain accessible and responsive to urgent client or contractor needs that may arise outside of normal business hours. Flexibility is required to ensure issues are addressed promptly and service standards are maintained.

Environment

Describe the work environment the employee will be exposed to and safety requirements. Example: “While performing the duties of this job, the employee is occasionally exposed to fumes or airborne particles and extreme heat. Safety requirements for this position are safety glasses, hearing protection, and steel-toed work boots.”

City Wide Facility Solutions offers competitive compensation and comprehensive benefits, including medical, dental, vision, life insurance, short- and long-term disability insurance, PTO, and 401k. In addition, City Wide prides itself on a culture rich in history and collaboration, within a customer-focused atmosphere that fosters continual learning and development. As a people-centered culture, we also offer community-based enrichment, including paid time to support charities of choice!

More on City Wide...

City Wide Facility Solutions is the largest management company in the building maintenance industry and services Kansas City-based businesses. We are in our 61st year of business and continue to experience healthy business growth in the KC Metro and surrounding areas. Our culture supports the company’s Mission: to create a Ripple Effect by positively impacting the people and communities they serve. Learn more at www.gocitywide.com

City Wide is an Equal Opportunity Employer