Janitorial Account Manager

As an Account Manager, you will serve as the primary leader for a key Scioto Services account in Troy, MI, driving exceptional service delivery and building strong customer partnerships. In this highly visible role, you will ensure the facility consistently meets the highest standards of cleanliness, safety, and operational excellence while leading, developing, and motivating a high-performing team. Success in this position requires a customer-first mindset, proactive problem-solving, and the ability to build trust and credibility with both employees and client stakeholders. You will foster a positive, safe, and respectful work environment while ensuring service commitments are consistently met and exceeded.

Primary Responsibilities

·       Serve as the primary day-to-day contact for the customer, building strong relationships through proactive communication, responsiveness, and exceptional service delivery.

·       Conduct regular facility inspections to ensure service quality consistently meets or exceeds customer expectations and company standards.

·       Partner closely with customer stakeholders to understand priorities, anticipate needs, and address concerns in a timely and professional manner.

·       Lead all associate-related matters, including scheduling, training, performance management, safety, coaching, recognition, and corrective action.

·       Ensure all personnel and operational documentation is completed accurately and timely, including personnel actions, incident reports, injury reports, attendance verification, and requisition requests.

·       Manage labor, supply, and equipment budgets while maintaining high service levels and identifying opportunities for operational efficiencies.

·       Maintain inventory levels of cleaning products, supplies, and equipment to support uninterrupted service delivery.

·       Oversee the overall cleanliness, appearance, and presentation of the facility, ensuring a positive experience for customers, visitors, and occupants.

·       Develop staffing schedules that ensure appropriate coverage and service continuity, maintaining schedules at least two weeks in advance.

·       Meet regularly with customer representatives and special event teams to review service performance, address concerns, and implement solutions. Resolve identified service deficiencies within 24 hours whenever possible.

·       Foster a culture of customer service excellence, accountability, and continuous improvement among frontline team members.

Qualifications

·       Minimum 3 years of experience in janitorial, facilities services, hospitality, property management, or another customer-focused service environment.

·       Demonstrated experience leading and developing frontline service employees.

·       Proven ability to build strong customer relationships, manage expectations, and resolve issues professionally and effectively.

·       Strong customer service mindset with a proactive, solution-oriented approach.

·       Ability to read and interpret safety rules, operating procedures, and company policies.

·       Previous budgeting, labor management, and operational oversight experience preferred.

·       Exceptional communication, relationship-building, organizational, and interpersonal skills.

·       Ability to establish credibility and trust with customers, employees, and business partners.

·       Demonstrated integrity, professionalism, sound judgment, and commitment to organizational values.

·       Comfortable working in a fast-paced environment with changing priorities and customer needs.

·       Successful completion of a pre-employment drug screen and criminal background check.

·       Ability to work a primarily second-shift schedule, 330pm-1130pm while remaining flexible to support customer and operational requirements as needed.

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 (professional, sales, Management and Execs only).

·       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.

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.