Key account manager

Shields Facilities Management, LLC is seeking a highly motivated, customer-focused Key Account Manager to support one of our key strategic customers. This is a full-time, salaried position responsible for managing daily client communications, reporting, escalations, work order exception management, and operational coordination.

The Key Account Manager serves as a critical link between the customer, internal operations teams, and service partners. This role is responsible for ensuring information flows efficiently, client expectations are clearly communicated, deadlines are understood and tracked, and service-related issues receive prompt attention and resolution.

The Key Account Manager will develop a thorough understanding of the client's operational scope, performance measures, and success criteria. The successful candidate will possess a strong sense of urgency, exceptional communication skills, and the ability to thrive in a fast-paced environment where responsiveness and accountability are critical to customer satisfaction.

This role is customer-facing and requires regular interaction with client stakeholders, internal operations teams, and vendor partners.

Key Responsibilities

Client Communication & Relationship Management

• Serve as the primary day-to-day contact for assigned client stakeholders.
• Build and maintain strong working relationships with client contacts through proactive communication and responsiveness.
• Ensure client questions, concerns, and requests are addressed accurately and in a timely manner.
• Maintain a sense of urgency that aligns with the client's expectations and operational needs.
• Facilitate effective communication between the client, internal teams, and vendor partners.

Reporting & Performance Tracking

• Prepare, manage, and distribute daily, weekly, and monthly operational reports.
• Monitor and communicate service performance, trends, open issues, and outstanding action items.
• Track client commitments, deadlines, deliverables, and key performance indicators.
• Assist in maintaining reporting accuracy and visibility into account performance.
• Support customer business reviews by gathering and organizing operational data and performance results.

Escalation Management

• Manage customer escalations through resolution by coordinating with internal operations teams and service providers.
• Ensure escalated issues receive appropriate attention and follow-up.
• Communicate status updates and resolution plans to client stakeholders.
• Track recurring issues and identify opportunities for process improvement.
• Provide support during critical service events, including after-hours and weekend escalations as needed.

Work Order Exception Management

• Own and manage the client's work order exception process.
• Investigate and resolve service validation issues, missing documentation, billing discrepancies, and incomplete work orders.
• Collaborate with vendors, dispatch teams, operations personnel, and client contacts to resolve exceptions efficiently.
• Ensure exceptions are resolved promptly to support accurate client invoicing and timely vendor payment.
• Monitor exception trends and recommend corrective actions to improve operational performance.

Vendor Invoice Resolution

• Assist with vendor invoice review and resolution activities.
• Research service and billing discrepancies affecting vendor payment processing.
• Coordinate with vendors and internal departments to obtain supporting documentation and issue resolution.
• Support accurate reconciliation of completed services and associated billing records.

Operational Support

• Develop a strong understanding of client scope, service requirements, key performance indicators, and measures of success.
• Ensure customer expectations, deadlines, and deliverables are clearly communicated, tracked, and achieved.
• Partner with Operations, Dispatch, Vendor Management, and Finance teams to support the overall success of the account.
• Assist in communicating customer expectations throughout the organization.
• Participate in process improvement initiatives designed to improve customer experience and operational efficiency.
• Maintain accurate documentation within company and client systems.
• Support periodic client business reviews and account performance discussions.

Qualifications

• Minimum 3-5 years of customer service, account coordination, account management, client support, facilities management, or related experience preferred.
• Strong customer-facing communication and relationship-building skills.
• Excellent verbal and written communication abilities.
• Demonstrated ability to manage multiple priorities in a fast-paced environment.
• Strong organizational skills and attention to detail.
• Ability to work independently while collaborating across multiple departments.
• Effective problem-solving and critical-thinking skills.
• Proficiency in Microsoft Office Suite, including Outlook, Excel, Word, and Teams.
• Experience working with work order management systems, service management platforms, or reporting tools preferred.
• Ability to maintain professionalism and composure during escalated situations.
• Demonstrated sense of urgency, accountability, and commitment to customer satisfaction.

Work Environment & Schedule

• Full-time salaried position.
• Required in-office presence four (4) days per week.
• Must be available to support after-hours, weekend, and holiday operational needs when required.
• Participation in snow-event operations and escalation management is required.
• Occasional schedule flexibility may be necessary to support client demands and critical service events.

Success in This Role

The ideal candidate is a highly organized, customer-focused professional who thrives in a dynamic environment and takes ownership of client communication and issue resolution. Success in this position will be measured by:

• Timely and accurate client communications.
• Effective management of escalations and issue resolution.
• Reduction and closure of work order exceptions.
• Accuracy and timeliness of reporting.
• Strong client satisfaction and relationship management.
• Support of vendor payment accuracy and client invoicing processes.
• Consistent execution of operational commitments and deadlines.
• Strong partnership with internal teams to deliver exceptional customer outcomes.