Title: Associate Account Manager
Reports To: Team Lead
Department: GTM
Location: Cincinnati, OH
Position Status: Salary Exempt
About DMG:
Divisions Maintenance Group provides facility maintenance services to retail chains and distribution and fulfillment centers across the country.
We are leading the way with our technology, creating world-class products that are revolutionizing the industry and fulfilling our brand promise of “Uninterrupted Peace of Mind.”
DMG is a Certified Great Place to Work with a strong, inclusive culture and top-notch benefits.
Job Summary:
The Associate Account Manager builds strong customer relationships and helps to drive organic growth by managing reactive or customer initiated incremental opportunities. The Associate Account Manager works collaboratively with Operations Team and Field Team to help drive top line growth and Profitability and ensures expectations of the Service Level Agreements (SLAs) are met. Manages account relations, escalations and other customer complaints all aimed to increase customer satisfaction and loyalty to DMG. Assist in the Request for Proposal (RFP) process, contract administration, strategic planning process and quarterly reviews and other projects as requested. Works collaboratively across teams as an effective contributor, sharing growth and profitability targets. Assists in the execution of the accounts KPIs, management of the budget, and delivering overall account management excellence.
What You'll Do:
Sales Retention & Growth: Works closely with the Team Leader to identify and execute upselling opportunities and is responsible for retaining existing base business. (Measured by top line growth % and margin targets)
Account Management: Develop strong relations with customer working closely with the Team Leader, Operations team members, and Sales Executive to contribute to excellence in execution of operations plan and sales growth opportunities and overall customer satisfaction. (Measured by year over year account sales and margin growth)
Obsession with Customer/Provider Service & Satisfaction – Contributes to the overall DMG (Divisions Maintenance Group) Mission, Vision, and Brand Promise. Practice The Basics by providing uninterrupted peace of mind through sustainable relationships and inspired team members and bring peace of mind to every FM (Facilities Maintenance) solution through industry-leading technology, innovation, and service. As such this role is subject to 24/7 customer service and availability. (Measured by customer scorecard & provider surveys)
What You Need:
Relationship management & networking: Ability to make connections, build and maintain relationships easily.
Prioritization: Manages and coordinates multiple projects/assignments simultaneously and completes tasks accurately and timely.
Communication: Conveys information to internal and external stakeholders in a clear, concise manner. Uses written and verbal communication appropriately.
Attention to Detail: Strong attention to detail without losing the big picture.
Goal Oriented: Remains focused on goals and leverages resources to attain goals.
Risk Management: Takes thoughtful risks knowing that taking a risk is often better than not acting at all. Aligns risk management plans with Account Manager.
Project Lead: Assists with internal projects, collaborate on solutions with the Field and assist with Top-to-Top meetings as requested.
Problem Solving: Assesses situations quickly, reviews options, recommends solutions to Account Manager.
Process Improvements: Ability to strengthen and improve efficiency of work processes while meeting Customer KPIs within Budget thresholds.
Time Management: Dedicates appropriate time to priorities, not easily distracted, and follows-up appropriately.
Analytical: ability to compile, summarize, analyze, report and action data.
Bachelor’s degree preferred or equivalent work experience.
4-7 years for Cornerstone Accounts and 2-4 years for Future Cornerstone Accounts with direct