Facility Solutions Manager aka Client Relationship Manager aka Account Manager
Are you excellent at managing and retaining B2B accounts? Do you also have strong consultative selling skills for increasing sales within an account? If you answered yes, consider this opportunity with City Wide!
City Wide Facility Solutions is actively seeking a Facility Solutions Manager (FSM) for our Franchise location in Chicago Shores (Southern Chicagoland and Northwest Indiana)
Our Facility Solutions Manager is a confident, proactive, and relentlessly client-focused leader responsible for the business operations of an assigned client service area, managing a million-dollar+ book of business. In this outside, B2B account management role, you will serve as the single point of contact for all facility needs, providing field support, training, and guidance for new clients, inspecting contractor performance, troubleshooting requests, and developing long-term relationships with clients and contractors. You'll orchestrate contractors, night managers, and vendors to deliver seamless, high-quality service, negotiate contracts, ensure compliance, and drive assigned portfolio growth by 1.5x or more through consultative upselling and cross-selling, all while building a culture of excellence, trust, and teamwork.
You will be the face of City Wide in your area, owning the entire client experience for 20+ facility solutions and serving as the trusted advisor, problem solver, and growth partner for our clients. You'll oversee every detail of client satisfaction, anticipating needs, asking what's next, delivering on promises, and driving exponential account growth, all while building deep, consultative relationships that earn you a "ok, take care of it" level of trust. This is a highly visible, entrepreneurial, and recession-resilient role where you'll make a real impact on clients' environments, safety, and peace of mind, all while growing your own career and income with no cap (i.e. based salary, + upsell / cross sell commissions + client satisfaction, retention, renewal & referral bonusses, etc.).
What you will do...
Manage all aspects of assigned client relationships, including client retention, expansion, and diversification of City Wide building solutions and/or products.
Formulate and manage an effective service strategy and schedule tailored to each client.
Negotiate and enter into agreements with clients for additional services - determine pricing, staffing, and logistics.
Manage all Contractor relationships including - Interview and hire, negotiate pricing and other contract terms, manage agreements, develop service specifications, client compliance, verify Contractor compliance, and remove/replace Contractors as necessary.
Ensure a standard of excellence in quality and client satisfaction, through detailed quality control inspections of client sites and consistent follow through with all promises to clients.
Supervise and direct Night Managers; ensure the client's strategy is executed and all services are performed correctly.
Promote the sale of, procure, and monitor supplies for clients.
Effectively communicate all client issues with Contractors and the Director of Operations (or owner); promptly address any client issues or problems that arise.
Use City Wide's CRM to perform client inspections, adding extra charges, NM routing, etc.
Schedule each non-routine activity in client facilities using Outlook.
Update and keep current all Building Information Sheets (BIS), FSM Summary Sheets, and Exhibit A's. Ensure MSDS sheets for each client serviced in janitor closets are complete, accurate, and that all items are properly labeled.
Notify Sales Executives of potential accounts in your territory, especially new construction.
Develop and implement a plan with the Director of Operations and the Night Managers to resolve any client complaints or deficiencies in service and actively monitor compliance.
Approve Night Managers and/or Service Representative's pay sheets; ensure accuracy.
Assist Accounting in collecting clients' past due invoices and payment invoices for Contractors.
Maintain updated route sheets, key/alarm sheets, and monthly planner for each client.
Requirements
3-5+ years of experience in sales, client management, or facility solutions (building maintenance, facility management, service management, hospitality, or related fields)
Bachelor's degree required
At least 2 years of proven success in a client retention role, with measurable goals and metrics
Demonstrated ability to build strong, positive client relationships and deliver excellent follow-through on commitments
Highly organized, detail-oriented, and structured in approach
Confident, tactful, and able to perform well under pressure
Excellent verbal and written communication skills
Tech-savvy; proficient in Microsoft Office and CRM/database systems
Consultative seller with a passion for helping clients and growing accounts
Strong moral compass, community-minded, and a collaborative team player
Competitive leadership background (such as sports, team captain, or similar roles)
Reliable transportation, willingness and ability to travel daily to client locations locally
Full ownership mentality for your territory and responsibilities
Success Measurement
95%+ contract revenue retention
1.5x+ account growth through consultative upselling and cross-selling of Non-core services
Maintain high client satisfaction ratings (95%+) and referrals via bi-weekly check-ins / scheduled visits
Flawless execution of service delivery and issue resolution
Exemplary teamwork and culture contribution
Benefits
City Wide Chicago Shores offers a competitive compensation and benefits package,
Medical
Dental
Vision
Ancillary benefits
401k Match
PTO
Community enrichment
EOE
WHY THIS ROLE IS RECESSION-RESILIENT & FUTURE-PROOF
Facility solutions are essential, hands-on, and relationship-driven, services that can't be automated or outsourced to AI. Our business thrives in all economic climates because clean, safe, and well-maintained spaces are always in demand. As a Facility Solutions Experience Manager, you'll enjoy reliable, unlimited earning potential, continuous professional growth, and the chance to become a leader in a supportive, high-performance team.
VALUES & CULTURE
Bring value, know your customer, own it, celebrate your teammates, and always be professional. Join a team committed to helping you become the best version of yourself, where loyalty, learning, and results are recognized and rewarded.
More on City Wide...
City Wide Facility Solutions is a fast-growing company with over 100+ extremely selective franchise locations across the United States and Canada. Founded in 1961, City Wide Facility Solutions is the largest management company in the building maintenance industry. We have over 60 years in the business and continue to experience high growth and profitability across our franchise businesses. Our culture supports the company's Mission to create a Ripple Effect by positively impacting the people and communities they serve. Read more about City Wide at www.gocitywide.com
City Wide is an Equal Opportunity Employer.
