Account Manager

Company Overview

Established in 1952, Marsden Services offers comprehensive facility services to clients nationwide. We provide clients with high-quality and professional services including janitorial, security, HVAC, calibration, emergency response, and facility management services. Our hiring philosophy is rooted in the idea that we want our employees to grow and be successful with our organization. We believe in our employees. We invest in our employees. A career at Marsden means a career with a Company that will support your growth.

Position Summary

The Account Manager is responsible for the day-to-day operational management of an assigned client within the Columbus, OH market. 

The Account Manager supervises and coordinates activities of associates including cleaning, safety and maintaining the contracted scope of work in accounts under their book of business.

Leadership – Demonstrate leadership and retaining the right people to support the growth of our companies.

Employee Engagement – Engaging and having direct contact with our workforce every day to create a great employee experience.​

Customer Engagement – Creating “Raving Fans” of our clients through positive customer relationships.

Growth – Identifying opportunities that improve our client’s services and deliver growth.

Safety - Proactively lead safety initiatives to ensure a safe work environment for all employees.

Key Responsibilities

Customer Support:

• Primary client contact person for assigned portfolio of accounts. Responsibility for regular face-to-face client interaction and proactive resolution of any operational issues at assigned client base.
• Maintain ongoing and proactive client contact, including site visits, meeting attendance, timely response and follow-up, phone calls, lunches and other special events.
• Investigate customer complaints, place customer complaint follow-up calls, document findings and communicate recommended action plan to Operations Manager.
• Assist in the start-up of new accounts and provide information to management. Meet with the customer, ensure staffing levels are met, address training and uniform issues, and participating in start-up activities to ensure a smooth transition.

Employee Support:

• Trains associates to the TECH Program for all job positions within the assigned area.
• Assigns tasks to associates and inspects completed work for conformance to standards.
• Responsible for e-hub time keeping and general payroll duties. Check timekeeping system to verify employees are / have been at job sites.
• Assists the Operations Manager in coaching, developing and training branch staff to meet branch needs. Identify and mentor associates to develop into the next generation of leaders.

Leadership and Growth:

• Attend and actively participate in management meetings within region and at corporate.
• Observe operations and make suggestions for improved efficiency as appropriate, including providing ideas and plans for growth and improvements within the assigned portfolio, branch or company-wide.
• Attends all corporate educational programs to include Management Training and Technical Training courses.
• Works closely with Sales team assigned to region. May participate in sales presentations to potential clients, go on sales calls, and participate in sales events.

Safety:

• Complete safety audits and conduct safety training.
• Conducts daily informal building safety inspections to maintain a quality level that meets the customer’s and the company’s standards.

Skills and Qualifications

• Must have a coaching mindset and be a champion of your team
• Clearly and effectively formulate directions for others, effectively conveying expectations and what success looks like
• Build authentic relationships within the organization, with customers, and with the community
• Strong employee and client focus
• Clearly demonstrates sound decision making, and creative problem-solving skills
• Demonstrated ability to execute on established objectives and key results
• Possess personal qualities of integrity, credibility, and commitment to the organizational values
• Exceptional communication, organizational and interpersonal skills, with strong ability to make decisions
• Proficient written and verbal English communication. Bilingual highly preferred
• Ability to work in a fast-paced environment with changing priorities
• Upholds organizational values

Education and Experience Required

• Minimum of 3 years of management experience. Must have experience managing front line service employees
• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals
• Ability to speak effectively before groups of customers and employees
• High school diploma or GED highly preferred

Business Conduct

• Commits to behave in compliance with the Company’s values and Code of Conduct.
• Builds a culture of work safety and lead by example with one’s own safe behavior.
• Ensures one’s own compliance with the Company’s published Operating Standards.
• Treats co-workers with respect and approaches conflict with positive intent and professionalism.
• Asks questions to understand why we do what we do and how we do it – champions change when improvements can be made.

Physical Demands

While performing the duties of this job, the employee is frequently required to stand; walk; use hands to finger, handle or feel objects and tools or controls; reach with hands and arms; climb, stoop, kneel or crouch; talk or hear; and taste or smell. The employee must regularly lift and/or move up to 15 pounds and frequently lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and the ability to adjust focus.

EEO Statement

Marsden Services provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, creed, ancestry, sexual or affectional orientation, marital or veteran status, color, religion, sex, national origin, age, disability, genetics, status with regard to public assistance or any characteristic protected under federal, state or local law.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.