Account Manager - (Must be Bilingual in English & Spanish)

Account Manager

The Account Manager is responsible for overseeing the total performance of facility services of the account. This role focuses on, but is not limited to, achieving and exceeding client expectations, managing budgets, maintaining and improving employee morale, retention and productivity. This position will help develop and execute strategic initiatives, ensuring the delivery of top-tier operational excellence. This position is integral to managing all services related to the account.

Job Responsibilities:

• Support and lead management and supervisory teams across all shifts, developing standardized operational procedures and providing training and support for site managers.
• Liaise with the client's facilities management team, vendors, and department heads to coordinate resources, understand deadlines, and address work requests and quality objectives.
• Maintain a comprehensive understanding of bid and contract documents, and manage both unionized and non-unionized workforces.
• Develop, track, and manage an annual maintenance schedule, ensuring effective communication with key stakeholders and acting as a community steward for the facility.
• Serve as a change agent to enhance workplace culture and collaborate with quality assurance teams to monitor and report on quality control systems.
• Work with the Safety Management Department to ensure compliance with safety procedures and health regulations, utilizing inspection software as needed.
• Attend all required meetings, provide internal and external site reports, and lead site teams to meet company and project objectives.
• Participate in the affirmative action program and manage recruitment efforts to promote diversity and inclusion.
• Plan and direct team activities to ensure high client satisfaction while implementing best practices to enhance efficiency and manage vendor relationships.
• Review service contracts to address facility management needs and monitor staffing levels and departmental schedules for optimal utilization.
• Prepare and track labor and expense budgets, manage payment processes, and generate regular reports on budgets, finances, and expenditures.
• Develop and implement cost-reduction strategies and enforce appropriate security practices at the facility.

Key Interactions:

• Engage with all leaders and stakeholders.
• Engage with all employees.
• Engage with client and vendors.

Supervisory Responsibilities:

• Lead the operations team with a focus on accuracy, compliance, and service excellence.
• Mentor and develop staff, emphasizing skills in management and customer service.

Requirements (Knowledge, Abilities, Skills, and Education and/or Experience):

• Diploma, Degree, or Postgraduate qualification in Management, Facility Management, Project Management, or a related field.
• Proficient in Microsoft Office Suite with a willingness to learn additional software as needed.
• Minimum of 4 to 7 years of experience in facility management or a related field.
• Understanding of project management principles and practices.
• Ability to anticipate needs, adapt to changing goals, and manage multiple tasks effectively.
• Knowledge of business administration principles with experience managing budgets.
• Highly self-motivated with strong judgment and decision-making skills.
• Proven ability to interact professionally with all levels of management, clients, and staff.
• Excellent organizational and interpersonal skills.
• Strong written and verbal communication abilities.
• Must be adaptable and flexible, willing to work nights, weekends, and holidays as required.

Working Conditions and/or Physical Requirements:

• Site-based operational role.
• Ability to lift up to 45 pounds.
• Attention to detail, strong organizational skills, and the ability to perform various physical tasks, including standing, sitting, and walking.

About UG2: Founded in 2012, UG2 is privately held and headquartered in Boston, Massachusetts. At UG2, we set the standard in facility services through our relentless pursuit of innovation and excellence. We take pride in exceeding client expectations and fostering a culture of continuous improvement. Every team member is integral to shaping our strategy and driving our mission. By embodying our commitment to service excellence, they directly contribute to UG2's growth and our reputation for delivering unparalleled results in a client-focused industry.