Account Manager

Facility Solutions Manager aka Client Relationship Manager aka Account Manager

THIS IS AN IN PERSON, IN THE OFFICE ROLE, SERVICING CLIENTS IN SOUTH CHICAGOLAND & NORTHWEST INDIANA

Are you excellent at managing and retaining B2B accounts? Do you also have strong consultative selling skills for increasing sales within an account? If you answered yes, consider this opportunity with City Wide!

City Wide Facility Solutions is actively seeking a Facility Solutions Manager (FSM) for our Franchise location in Chicago Shores (Southern Chicagoland and Northwest Indiana)

Our Facility Solutions Manager is a confident, proactive, and relentlessly client-focused leader responsible for the business operations of an assigned client service area, managing a million-dollar+ book of business. In this outside, B2B account management role, you will serve as the single point of contact for all facility needs, providing field support, training, and guidance for new clients, inspecting contractor performance, troubleshooting requests, and developing long-term relationships with clients and contractors. You’ll orchestrate contractors, night managers, and vendors to deliver seamless, high-quality service, negotiate contracts, ensure compliance, and drive assigned portfolio growth by 1.5x or more through consultative upselling and cross-selling, all while building a culture of excellence, trust, and teamwork.

You will be the face of City Wide in your area, owning the entire client experience for 20+ facility solutions and serving as the trusted advisor, problem solver, and growth partner for our clients. You’ll oversee every detail of client satisfaction, anticipating needs, asking what's next, delivering on promises, and driving exponential account growth, all while building deep, consultative relationships that earn you a “ok, take care of it” level of trust. This is a highly visible, entrepreneurial, and recession-resilient role where you’ll make a real impact on clients’ environments, safety, and peace of mind, all while growing your own career and income with no cap (i.e. based salary, + upsell / cross sell commissions + client satisfaction, retention, renewal & referral bonusses, etc.).

What you will do...

• Manage all aspects of assigned client relationships, including client retention, expansion, and diversification of City Wide building solutions and/or products.
• Formulate and manage an effective service strategy and schedule tailored to each client.
• Negotiate and enter into agreements with clients for additional services – determine pricing, staffing, and logistics.
• Manage all Contractor relationships including – Interview and hire, negotiate pricing and other contract terms, manage agreements, develop service specifications, client compliance, verify Contractor compliance, and remove/replace Contractors as necessary.
• Ensure a standard of excellence in quality and client satisfaction, through detailed quality control inspections of client sites and consistent follow through with all promises to clients.
• Supervise and direct Night Managers; ensure the client’s strategy is executed and all services are performed correctly.
• Promote the sale of, procure, and monitor supplies for clients.
• Effectively communicate all client issues with Contractors and the Director of Operations (or owner); promptly address any client issues or problems that arise.
• Use City Wide’s CRM to perform client inspections, adding extra charges, NM routing, etc.
• Schedule each non-routine activity in client facilities using Outlook.
• Update and keep current all Building Information Sheets (BIS), FSM Summary Sheets, and Exhibit A’s. Ensure MSDS sheets for each client serviced in janitor closets are complete, accurate, and that all items are properly labeled.
• Notify Sales Executives of potential accounts in your territory, especially new construction.
• Develop and implement a plan with the Director of Operations and the Night Managers to resolve any client complaints or deficiencies in service and actively monitor compliance.
• Approve Night Managers and/or Service Representative's pay sheets; ensure accuracy.
• Assist Accounting in collecting clients’ past due invoices and payment invoices for Contractors.
• Maintain updated route sheets, key/alarm sheets, and monthly planner for each client.

Requirements

• 3-5+ years of experience in sales, client management, or facility solutions (building maintenance, facility management, service management, hospitality, or related fields)
• Bachelor’s degree required
• At least 2 years of proven success in a client retention role, with measurable goals and metrics
• Demonstrated ability to build strong, positive client relationships and deliver excellent follow-through on commitments
• Highly organized, detail-oriented, and structured in approach
• Confident, tactful, and able to perform well under pressure
• Excellent verbal and written communication skills
• Tech-savvy; proficient in Microsoft Office and CRM/database systems
• Consultative seller with a passion for helping clients and growing accounts
• Strong moral compass, community-minded, and a collaborative team player
• Competitive leadership background (such as sports, team captain, or similar roles)
• Reliable transportation, willingness and ability to travel daily to client locations locally
• Full ownership mentality for your territory and responsibilities

Success Measurement

• 95%+ contract revenue retention
• 1.5x+ account growth through consultative upselling and cross-selling of Non-core services
• Maintain high client satisfaction ratings (95%+) and referrals via bi-weekly check-ins / scheduled visits
• Flawless execution of service delivery and issue resolution
• Exemplary teamwork and culture contribution

Benefits

City Wide Chicago Shores, we believe in flexible and personalized healthcare benefits. That’s why we offer tax-free reimbursements for your medical premiums and expenses, plus access to dental and vision plans from top carriers. You choose what works best for you and your family.

• A monthly QSEHRA health reimbursement to support your medical premiums and qualified healthcare expenses
• Access to dental and vision coverage through nationally recognized carriers, with the option to enroll at competitive group rates
• A company-sponsored 401(k) plan with matching, paid time off, Community enrichment, EOE...

WHY THIS ROLE IS RECESSION-RESILIENT & FUTURE-PROOF
Facility solutions are essential, hands-on, and relationship-driven, services that can’t be automated or outsourced to AI. Our business thrives in all economic climates because clean, safe, and well-maintained spaces are always in demand. As a Facility Solutions Experience Manager, you’ll enjoy reliable, unlimited earning potential, continuous professional growth, and the chance to become a leader within a supportive, high-performance team.

VALUES & CULTURE
Bring value, know your customer, own it, celebrate your teammates, and always be professional. Join a team committed to helping you become the best version of yourself, where loyalty, learning, and results are recognized and rewarded.

More on City Wide...

City Wide Facility Solutions is a fast-growing company with over 100+ extremely selective franchise locations across the United States and Canada. Founded in 1961, City Wide Facility Solutions is the largest management company in the building maintenance industry. We have over 60 years in the business and continue to experience high growth and profitability across our franchise businesses. Our culture supports the company’s Mission to create a Ripple Effect by positively impacting the people and communities they serve. Read more about City Wide at www.gocitywide.com

City Wide is an Equal Opportunity Employer.