Account Director

Location: Client Site - USA - CA - Santa Clara - 3000 Tannery Way

Job Title

Job Description Summary

The Account Director is a key role at C&W with responsibility to drive profitability, overall client satisfaction and exceptional service delivery for all assigned account/s within the Region. The Account Director is responsible for $2MM - $5MM revenue while leading one or more client accounts within Global Occupier Services (GOS) across one or more of the service lines below:

• Integrated Facility Management (including Engineering, EH&S, Sustainability, Supply Chain Mgt. etc.)
• Project & Development Services
• Portfolio Administration
• Workplace and Portfolio Strategy

This position provides leadership and management across all aspects of the accounts including, but not limited to:

• Service Delivery Standards Excellence
• Client Experience & Relationship Management
• Talent Management and Team Development
• Financial Performance (including P&L, contract expansion / renewals etc.)
• Expanding Share of Wallet
• Account Risk Management

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES

• Manage the financial and contract performance outcome of one or more account teams.
• Maintain a thorough understanding of the client’s business goals and strategies to align real estate services to contribute to these objectives
• Establish and implement the overall vision, strategy and performance metrics to the applicable service lines
• Develop and maintain strong client relationships
• Implement and manage account governance process
• Provide disciplined contract management to meet superior delivery of all contract deliverables
• Contribute to GOS Management team to develop service delivery strategies, structure service delivery model, alternative pricing, identify team members and lead multi-disciplinary team preparing responses to RFPs and presentations
• Have a thorough understanding of the C&W platform and identify existing and new opportunities for enhancing service solutions and capabilities
• Oversee risk mitigation and dispute resolution for client and C&W
• Lead and actively manage account talent in partnership with HR, including promotion of diversity & inclusion, talent reviews, performance reviews, succession planning etc.
• Attract and maintain top talent and provide on-going mentoring to team for superior performance
• Drive collaboration and performance of all partners including Finance, HR, Sourcing, Legal, GCI etc.
• Responsible for revenue generation, account P&L management, profitability and overall financial performance
• Contribute to the overall service and financial performance of C&W through effective cross-selling and relationship / contract expansion
• Ensure quantitative and qualitative analytics and evidenced-based decision making

KEY COMPETENCIES

Leadership

Customer Relationship Management

Technical Skills

Organization Design & Management Skills

Communication (oral and written)

Financial Management

Matrix Organization / Business Partner Skills

Presentation Skills

Business Acumen

EDUCATION

Bachelor’s degree required

Master’s degree or MBA preferred

IMPORTANT EXPERIENCE

• Minimum of 10 years at Senior Management level or other similar capacity
• Experience in directly leading and managing multi-discipline teams
• Client, P&L and contract management experience
• Experience in the management of an integrated services account, including Integrated Facility Management, Project & Development Services, Portfolio Administration and Strategic Consulting

ADDITIONAL ELIGIBILITY QUALIFICATIONS

• Ability to develop positive working relationships with agencies, local government officials, and business community members
• Possess technical domain knowledge (one or more in IFM, PDS, TM, LA, SCON)
• Skilled in financial analysis and knowledge of financial concepts
• Ability to comprehend, analyze and interpret complex business documents
• Strong proficiency with MS Office Suite (MS Word, Excel and PowerPoint)