Account Manager - Operations Lead
Position Overview
The Account Manager - Operations Lead is responsible for end-to-end operational management of assigned client accounts, serving as the primary point of contact and ensuring seamless delivery of services while driving client satisfaction and business growth.
Key Responsibilities
Account Management & Client Relations
Serve as the dedicated point of contact for assigned accounts, building and maintaining strong relationships with key stakeholders at all organizational levels. Understand client business objectives, challenges, and requirements to deliver tailored solutions that align with their strategic goals. Conduct regular business reviews and strategic planning sessions to ensure continuous value delivery and identify growth opportunities.
Operations Management
Oversee all operational aspects of account delivery including service execution, resource allocation, and performance monitoring. Coordinate cross-functional teams to ensure seamless service delivery and resolve operational issues promptly. Develop and implement operational processes and workflows that enhance efficiency and service quality. Monitor key performance indicators and service level agreements, implementing corrective actions when necessary.
Financial Management
Manage account budgets, forecasting, and financial performance to meet revenue and profitability targets. Prepare accurate financial reports and analysis for internal stakeholders. Identify opportunities for revenue growth through upselling and cross-selling of additional services. Ensure timely invoicing and work with finance teams to resolve billing issues.
Team Leadership & Coordination
Lead and coordinate internal teams including operations staff, technical specialists, and support personnel to deliver on account commitments. Facilitate communication between client-facing teams and back-office functions. Provide guidance and mentorship to junior team members supporting the account.
Risk & Compliance Management
Identify potential risks to service delivery and implement mitigation strategies. Ensure all operations comply with contractual obligations, company policies, and relevant regulations. Maintain comprehensive documentation of processes, decisions, and client interactions.
Strategic Planning & Improvement
Develop account strategies that align with both client objectives and company goals. Analyze operational data to identify trends and opportunities for service enhancement. Drive continuous improvement initiatives that increase efficiency and client satisfaction.
Required Qualifications
Education: Bachelor's degree in Business Administration, Operations Management, Real Estate, or related field
Experience: 5-7 years of progressive experience in account management or operations management, preferably in professional services or facility management sectors
Skills:
- Proven track record of managing complex client accounts and multi-site operations
- Strong financial acumen with experience in budget management and P&L responsibility
- Excellent project management and organizational skills
- Outstanding communication and interpersonal abilities
- Strong analytical and problem-solving capabilities
- Ability to manage multiple priorities in a fast-paced environment
Preferred Qualifications
- Experience in commercial real estate, facility management, or related industries
- Professional certifications (PMP, Six Sigma, or relevant industry credentials)
- Background in change management and process improvement methodologies
Competencies
- Client-centric mindset with commitment to service excellence
- Strategic thinking with operational execution capabilities
- Leadership presence and ability to influence without direct authority
- Adaptability and resilience in dynamic environments
- Strong business judgment and decision-making skills
- Collaborative approach with ability to build effective partnerships
Performance Metrics
- Client satisfaction scores and retention rates
- Account revenue growth and profitability
- Service level agreement compliance
- Operational efficiency improvements
- Timeliness and accuracy of reporting
- Successful resolution of issues and client concerns
