Account Manager

Description

About Caliber

Caliber is the standard of people and property care excellence for critical and high performing facilities. As a certified B Corporation, we meet rigorous standards for social and environmental performance while delivering scalable site maintenance and infrastructure solutions tailored to what our clients need. We guarantee quality results on budget and on time-no surprises, only first-class partnership through proactive communication, top-notch professionalism, and reliable service. Caliber takes care of client sites so clients can take care of their business.

Our mission is to deliver outstanding quality of service while acting as responsible stewards of our People, Planet, Providers and Properties. We build strong partnerships with local service providers, helping them grow and succeed through meaningful work. We serve critical and high-performing facilities across industrials, utility and telecom, retail, healthcare, commercial real estate, and industrial outdoor storage, offering services including landscaping, snow removal, construction, stormwater management, property enhancement, project management, and more.

Summary

The Account Manager is responsible for the day-to-day delivery of facilities services to an assigned portfolio of client sites within a defined geographic territory. Acting as the primary relationship owner and main point of contact for assigned clients, this role coordinates cross-functional resources, drives timely issue resolution, and proactively identifies opportunities to strengthen client partnerships and expand services. This role works closely with internal and external stakeholders to address daily client challenges while identifying opportunities to improve client operations, and serves as a point of escalation and resource for Account Coordinators. The role is based at our corporate headquarters with travel to client sites as needed.

Core Responsibilities

• Serve as the primary day-to-day client contact and relationship owner for an assigned portfolio of client sites, ensuring client satisfaction through regular engagement and communication.
• Source, coordinate, and manage service providers and vendors, scheduling service appointments and overseeing performance against service expectations.
• Coordinate internal teams and cross-functional resources to ensure service delivery excellence and remove service barriers.
• Evaluate client requests for urgency, efficacy, and necessity, allocating client maintenance budgets efficiently while controlling scope creep.
• Facilitate and manage service requests from clients and vendors end-to-end, ensuring timely resolution and clear communication with client and department leadership.
• Own issue resolution and client escalations, serving as a point of escalation and resource for Account Coordinators.
• Maintain accurate, up-to-date account, vendor, and client information in Salesforce or a comparable CRM platform, including account health, risks, and opportunities.
• Conduct client check-ins and status meetings, and support the delivery of client performance reviews and Quarterly Business Reviews (QBRs).
• Ensure contract compliance and SLA attainment for assigned accounts, and identify growth opportunities within the portfolio.
• Build and nurture relationships with the subcontractor and vendor base, proactively engaging with service providers across markets.
• Act as a client advocate, partnering cross-functionally with internal departments to ensure client needs are understood and satisfied, and support vendor onboarding and compliance with company standards.
• Ensure confidentiality and accuracy of internal and external data; perform ad hoc projects and other duties as assigned.

Required Competencies

• Excellent verbal, written, and time-management skills.
• Strong customer relationship management skills with a consultative approach to account management.
• Ability to work effectively in collaboration across all departments.
• Must be productive in a deadline-driven work environment.
• Proven ability to adapt and be flexible to change.
• Excellent critical thinking and problem-solving skills.
• Ability to manage multiple priorities and stakeholders simultaneously.
• Hands-on knowledge of MS Word, Outlook, and Excel.

Education & Experience

Required:

• High School Diploma or equivalent required; Bachelor's degree preferred.
• 1-3 years of account management, customer service, or related experience.

Preferred:

• Experience in facilities management, vendor management, or related field.
• Experience with Salesforce or a comparable CRM platform.
• Strong ability to build and maintain professional relationships across internal and external stakeholders.

Work Environment/Physical & Visual Demands

• This position works a consistent schedule Monday to Friday, typically within standard office hours; overtime may be necessary or required.
• This position requires extensive contact with people, and local travel of up to 25% may be required.
• Physical Demands: Speaking, Listening, Writing, Sitting, Keystroke, Crouching, Kneeling, Reaching, Standing, Walking, Pushing, Pulling, Finger movement, Grasping, Repetitive Motion, and Sedentary/ Light work, requiring lifting up to 10lbs.
• Visual Demands: Visual acuity to perform activities such as viewing a computer terminal and reading.
• Environmental Conditions: This position is subject to sufficient noise with an indoor environmental condition; protected from weather conditions, but not necessarily from temperature changes
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.

Equal Opportunity Employer Caliber Service Management is an equal opportunity employer. We are committed to recruiting, hiring, training, and promoting qualified people of all backgrounds, regardless of sex; race; color; creed; national origin; religion; age; marital status; pregnancy; nursing mother status; physical, mental, or sensory disability; sexual orientation; gender identity or expression; military or veteran status; or any other basis protected by federal, state, and/or local laws.

Salary Description

$60,000 - $65,000