Job Description

Job Description
Position Summary

The Regional Account Manager is responsible for cultivating a positive customer experience aligned with the Strategic Accounts structure. This includes the overall management of the customer relationship including understanding client objectives and in conjunction with ABM Operations, offering ABM solutions that can help the client to achieve those objectives. Additionally, this position acts as a single point of contact for the client for all aspects of contract compliance including service escalations, service delivery quality, SOW compliance, key performance indicators, invoicing and collections.

This position will work very closely with the Regional VP and members of the Regional management to ensure proper communications between the client and regional operations. This includes providing regional CBRs with Regional Management.

This position is responsible for maintaining a proactive line of communications to the client within the region supported and work closely with other RAMs to develop and deliver quarterly business reviews. This position will ensure that both ABM and Client standards are being achieved. A major key to success for this position is the ability to form and maintain strong relationships with both internal and external stakeholders.

Position Structure

The Regional Account Manager (RAM) function is a dual-pronged approach a single point of contact for the Client, as necessary or required, and/or an extension of the RAM approach.

Single Point of Contact (SPOC) while every strategic portfolio will not require a SPOC, in the instances where it is mandated by the client or it is aligned with the clients management structure for the Portfolio, a SPOC will be designated. The general requirements of this position are as follows:

* Contract SME - Provide regional operational support (Support extension of Operations)
* Playbooks - Owners and stewards of the Account Playbooks
* Proactivity Leader - Accelerate Client response times
* Corrective Action and Resolution Leader - Central point of Escalation for corrective actions (for Internal Client {Operations} and External Client)
* Standardization Measures - Designated Internal and External Client liaison for standardization
* Reporting - Spearheads reporting (for Operations/RAMs)
* CBRs - Generate (or assist) and participate in Client Business Review Presentation
* Financials Monitors Billing and AR Collections, VGP, DSO
* KPIs - Generate KPI Reporting for internal review/analysis and CBR
* Analytics - Review and analyze systems data and provide summaries to regions
* Growth and Retention - Focus on Portfolio expansion, account retention
* Continuous improvement
* Transitions
* Innovation
* Support quality assurance audits

Regional Approach provides regional support to the various accounts that fall under the purview of the specific RAM region, as the SME, coordinating the efforts noted above in support of the POC (RAM or SAM) with the Clients regional structure.

Minimum Requirements

Education, Required Skills & Competencies

* College (B.S.) Degree or commensurate work experience
* 3+ years experience working with Project analytics (to include work order and financial information)
* Superior interpersonal written and verbal communication skills
* Proficiency with MS Excel and other MS Office tools (particularly Powerpoint, Excel, and PowerBI)
* Strong attention to detail and goals
* A Team player who is solutions oriented, with a can do attitude.
* Able to adjust to change quickly, with a positive attitude,
* Excellent customer service and communications skills
* Ability to work up and down the internal and external organization structure