Manager of Client Experience

Overview

Benefit Information:

ABM offers a comprehensive benefits package. For information about ABM’s benefits, visit ABM Team Member Benefits | Staff & Management

The Manager of Client Experience functions as a Client Advocate, Key Representative and/or single point of contact from ABM, ensuring excellence at the point of service and client expectations are met. The MCX is responsible to execute, advise and manage quality, compliance, and governance programs to ensure that ABM’s services and associated operational processes are consistent for our multi-location Commercial Real Estate Clients (CRE) established standards. The MCX role includes, but is not limited to, executing, and ensuring ABM’s operational processes, procedures, and systems, administering strong governance, and facilitating reporting and quality control mechanisms. Lastly, the MCX role is responsible for ensuring their client or portfolio of clients has a positive and successful experience along their journey with ABM ultimately facilitating improved client retention and growth opportunities.

Responsibilities

• Serve as the compliance and governance facilitator for ABM services ensuring quality assurance, standardized processes, business process improvement programs, metrics, innovations, outcomes are met for ABM’s multi-location CRE clients.
• Partner and build relationships with key ABM Operations and Strategic Account Management stakeholders to ensure high levels of client satisfaction, positive client experiences laying the foundation for continued growth and partnerships.
• Administer the processes in place and execute system-wide changes as required by client requests, SOWs, client complaints, and KPI’s resulting from internal and external audits.
• Identify and complete validation activities associated with strategic client compliance, strategic client governance and operational excellence at the point of service.
• Utilize ABM systems and processes to engage clients and solicit feedback on quality and delivery of services.
• Conduct Client Business Reviews reporting on metrics and outcomes as directed by the VPCE or DCE and on behalf of the Client.
• Ensure all standardization programs have been set and are being utilized.
• Drive above contract services (TAG) and cross selling (“solve one more”).
• Coordinate all billing and accounting requirements relative to the Client, and in conjunction with ABM’s standards.
• Review and approve monthly contractual billing.
• Monitors the accounts receivable activity of the account ensuring accuracy and timeliness.
• Partner with ABM field operations to mitigate and resolve client issues.
• Proactively identify innovation opportunities to improve operational efficiency/service delivery.
• Contribute to the development and execution of account-based playbooks.
• Ensure proactive service delivery through predictive analytics driven by internal and external systems that produce leading/lagging indicators of performance.
• Liaise between ABM field Operations and ABM Clients to ensure compliance, KPIs, outcomes and standards are being met.

Qualifications

• Bachelor's Degree and/or equivalent work experience.
• 4+ years of experience in supporting/overseeing multiple client relationships.
• Experience with enterprise software solutions, CRM, and large, complex organizations.
• Ability to engage clients and lead/support client business reviews, client presentations and client retention initiatives.
• Ability to build relationships with key stakeholders to ensure high levels of satisfaction and lay the foundation for continued growth and partnership.
• Demonstrate a professional and adaptable demeanor with internal and external clients.
• Excellent verbal, written communication skills, and interpersonal skills with the ability to engage at all levels of the organization.
• Exhibit high energy level & demonstrate ability to work as a valuable contributor to the team.
• Must be a highly motivated candidate with the ability to work independently in a highly fluid environment.
• Willingness to stay well-informed of market trends, regulations, and best practice specifically in the CRE space.
• General understanding of accounts receivable processes, profit and loss statements, and general knowledge of financials.
• Must be able to work with Microsoft suite of products such as PowerPoint, PBI, Excel, Outlook, Word, Teams, and OneNote.
• Proven ability to collaborate in a dynamic diverse environment.