The Facilities Group
Director of Client Excellence - Integrated Facilities Management
The Facilities Group, Tampa, Florida, us, 33646
Director of Client Excellence - Integrated Facilities Management
The Facilities Group (TFG), headquartered in Tampa, FL, is the fastest-growing janitorial and facility services provider in the United States. With nearly $1 billion in revenue and a portfolio of 18 brands, we deliver top-notch experience to our clients across various industries. Founded four years ago, we have rapidly scaled our operations while maintaining an entrepreneurial spirit. Our culture thrives on innovation, grit, and a relentless drive to build something incredible. We are expanding and looking for passionate, results-driven individuals to elevate spaces for a healthier, safer, and cleaner tomorrow.
We partner with premier local, regional, and national facility service providers while maintaining brand legacy and driving high-powered technology. The Facilities Group family of companies has 17 offices throughout the United States and provides a comprehensive suite of janitorial and maintenance services to commercial, distribution, logistics, aviation, education, finance, industrial and healthcare facilities. Our principle is to provide best-in-class service and to create an empowering professional environment with a sense of community and opportunity.
What You Will Be Doing We are seeking a
strategic, client-focused, and growth-driven Director of Client Excellence
to join our National Accounts team. The Director of Client Excellence is responsible for developing and implementing an account plan that will delight our clients and ensure a healthy long-term relationship. The director anticipates client needs and delivers to outperform on the key performance indicators within the contract and builds financial plans while striving to exceed revenue and profitability. They work with high-performing teams that deliver operational excellence and keep employees engaged and thriving.
The primary function of the Director of Client Excellence is to:
deliver client satisfaction, establish the vision and strategy of the account plan ensuring alignment with the client’s objectives and interests, drive the account plan to deliver high-quality results that exceed client expectations, including recognizing opportunities for growth and retention, ensuring implementation across the group, and becoming a reference for best-in-class service delivery.
Ideal candidates will bring a proven background in facilities management, with prior experience at industry leaders such as
CBRE, JLL, Cushman & Wakefield, Hines, or BGIS . These organizations are recognized for setting industry benchmarks in integrated facilities management (IFM), operational efficiency, and client satisfaction.
This is a fully remote role; candidates should reside in a US Central/ Eastern time zone. The role requires travel up to 50% of the time, or more, as client needs dictate. This role reports to the Vice President of Sales, National Accounts.
Growth Focus Director of Client Excellence Essential Duties and Responsibilities:
Responsible for driving revenue growth within key accounts, including monitoring account profitability, managing budgets, and identifying opportunities to expand or cross-sell additional services.
Lead and direct the commercial activities necessary to grow the division's national and strategic account programs, coordinating with sales and operations teams as each customer expansion necessitates.
Establish and maintain effective relationships with customers, gaining their trust and respect.
Maintain awareness of customer volume and product mix forecasts to meet targets and penetrate total wallet share as tracked in the account plan.
Coordinate price management actions based on costs, inflation, competitive landscape, and supply/demand indicators to maintain division margin targets.
Qualify potential prospects, build rapport, and establish mutual goals based on customer requirements to achieve desired outcomes.
Develop proposals, presentations, and pricing agreements for strategic accounts with an understanding of strategic price points and technical bids.
Keeps abreast of current and future market trends.
Customer Advocates
Coordinate formal business reviews (content/narrative) including weekly, monthly, and quarterly reviews.
Articulate pertinent information to stakeholders related to national and strategic opportunities and track issues to resolution.
Establish high-level relationships with business decision makers at national and strategic accounts.
Act as a liaison between regional/local companies and the national accounts team.
Develop and prioritize targets to solidify and enhance existing relationships.
Travel up to 50% of the time, or more, to meet client needs.
Operational Excellence
Ensure operational excellence within the account management function by implementing best practices, developing streamlined processes, and leveraging technology to improve efficiency and effectiveness.
Monitor compliance with contractual commitments and address inactive accounts needing national contacts to drive adoption.
Produce regular reports and analysis on key account metrics (performance, revenue growth, client satisfaction, market trends) to inform strategic decisions and drive improvement.
Own and manage the customer budget and The Facilities Group P&L.
Ensure transitions and implementations meet customer and TFG expectations for expansions or new work.
Additional responsibilities as directed.
Director Of Client Excellence – Requirements And Qualifications
Bachelor’s degree in Business Management or related field; in lieu of degree, up to 7 years of related experience may be considered.
7+ years of prior technical customer/account management experience (required).
5+ years in the facilities management sector with exposure to IFM, distribution, or industrial verticals (required).
Demonstrated career experience at CBRE, JLL, Cushman & Wakefield, Hines, BGIS, or comparable FM organizations (preferred).
Demonstrated relationship management and consultative aptitude with the ability to problem-solve and devise technical solutions for the customer.
Ability to build effective relationships with all levels within The Facilities Group and externally.
Strong mathematical, problem solving and analytical skills applicable to sales analysis and cost comparisons.
Excellent verbal and written communication; works well in cross-functional teams and demonstrates candor and sensitivity in dealings.
Self-motivated with strong organizational and time-management skills; able to multi-task and manage projects.
Proficiency with a Client Relationship Management (CRM) system and Microsoft Office (Word, Excel, PowerPoint, Teams, Outlook, PowerBI).
Ability to read, analyze, and interpret financial, legal, and regulatory documents; understand strategic price points and bids.
Flexible hours to meet customer needs; valid unexpired driver’s license.
We use E-Verify to verify employment eligibility. The Facilities Group is an equal opportunity employer and provides reasonable accommodations as required by law.
#TFGHP
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headings where appropriate.
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We partner with premier local, regional, and national facility service providers while maintaining brand legacy and driving high-powered technology. The Facilities Group family of companies has 17 offices throughout the United States and provides a comprehensive suite of janitorial and maintenance services to commercial, distribution, logistics, aviation, education, finance, industrial and healthcare facilities. Our principle is to provide best-in-class service and to create an empowering professional environment with a sense of community and opportunity.
What You Will Be Doing We are seeking a
strategic, client-focused, and growth-driven Director of Client Excellence
to join our National Accounts team. The Director of Client Excellence is responsible for developing and implementing an account plan that will delight our clients and ensure a healthy long-term relationship. The director anticipates client needs and delivers to outperform on the key performance indicators within the contract and builds financial plans while striving to exceed revenue and profitability. They work with high-performing teams that deliver operational excellence and keep employees engaged and thriving.
The primary function of the Director of Client Excellence is to:
deliver client satisfaction, establish the vision and strategy of the account plan ensuring alignment with the client’s objectives and interests, drive the account plan to deliver high-quality results that exceed client expectations, including recognizing opportunities for growth and retention, ensuring implementation across the group, and becoming a reference for best-in-class service delivery.
Ideal candidates will bring a proven background in facilities management, with prior experience at industry leaders such as
CBRE, JLL, Cushman & Wakefield, Hines, or BGIS . These organizations are recognized for setting industry benchmarks in integrated facilities management (IFM), operational efficiency, and client satisfaction.
This is a fully remote role; candidates should reside in a US Central/ Eastern time zone. The role requires travel up to 50% of the time, or more, as client needs dictate. This role reports to the Vice President of Sales, National Accounts.
Growth Focus Director of Client Excellence Essential Duties and Responsibilities:
Responsible for driving revenue growth within key accounts, including monitoring account profitability, managing budgets, and identifying opportunities to expand or cross-sell additional services.
Lead and direct the commercial activities necessary to grow the division's national and strategic account programs, coordinating with sales and operations teams as each customer expansion necessitates.
Establish and maintain effective relationships with customers, gaining their trust and respect.
Maintain awareness of customer volume and product mix forecasts to meet targets and penetrate total wallet share as tracked in the account plan.
Coordinate price management actions based on costs, inflation, competitive landscape, and supply/demand indicators to maintain division margin targets.
Qualify potential prospects, build rapport, and establish mutual goals based on customer requirements to achieve desired outcomes.
Develop proposals, presentations, and pricing agreements for strategic accounts with an understanding of strategic price points and technical bids.
Keeps abreast of current and future market trends.
Customer Advocates
Coordinate formal business reviews (content/narrative) including weekly, monthly, and quarterly reviews.
Articulate pertinent information to stakeholders related to national and strategic opportunities and track issues to resolution.
Establish high-level relationships with business decision makers at national and strategic accounts.
Act as a liaison between regional/local companies and the national accounts team.
Develop and prioritize targets to solidify and enhance existing relationships.
Travel up to 50% of the time, or more, to meet client needs.
Operational Excellence
Ensure operational excellence within the account management function by implementing best practices, developing streamlined processes, and leveraging technology to improve efficiency and effectiveness.
Monitor compliance with contractual commitments and address inactive accounts needing national contacts to drive adoption.
Produce regular reports and analysis on key account metrics (performance, revenue growth, client satisfaction, market trends) to inform strategic decisions and drive improvement.
Own and manage the customer budget and The Facilities Group P&L.
Ensure transitions and implementations meet customer and TFG expectations for expansions or new work.
Additional responsibilities as directed.
Director Of Client Excellence – Requirements And Qualifications
Bachelor’s degree in Business Management or related field; in lieu of degree, up to 7 years of related experience may be considered.
7+ years of prior technical customer/account management experience (required).
5+ years in the facilities management sector with exposure to IFM, distribution, or industrial verticals (required).
Demonstrated career experience at CBRE, JLL, Cushman & Wakefield, Hines, BGIS, or comparable FM organizations (preferred).
Demonstrated relationship management and consultative aptitude with the ability to problem-solve and devise technical solutions for the customer.
Ability to build effective relationships with all levels within The Facilities Group and externally.
Strong mathematical, problem solving and analytical skills applicable to sales analysis and cost comparisons.
Excellent verbal and written communication; works well in cross-functional teams and demonstrates candor and sensitivity in dealings.
Self-motivated with strong organizational and time-management skills; able to multi-task and manage projects.
Proficiency with a Client Relationship Management (CRM) system and Microsoft Office (Word, Excel, PowerPoint, Teams, Outlook, PowerBI).
Ability to read, analyze, and interpret financial, legal, and regulatory documents; understand strategic price points and bids.
Flexible hours to meet customer needs; valid unexpired driver’s license.
We use E-Verify to verify employment eligibility. The Facilities Group is an equal opportunity employer and provides reasonable accommodations as required by law.
#TFGHP
Note: The original description contained multiple headings and non-semantic breaks. This refined version preserves content while ensuring proper HTML structure with , , and
elements and
headings where appropriate.
#J-18808-Ljbffr