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Key Account Manager-Operations

at OpenWorks

Posted: 2/11/2019
Job Reference #: ojIo9fwi

Job Description


Who We Are

At OpenWorks, our strength lies in improving our customer’s results by consistently making their facility cleaner, safer and healthier. We’re proud to set the standard for customer retention in our industry. None of this would be possible without hiring and developing the best employees.

OpenWorks is leading facility solutions provider, founded in 1983, headquartered in Phoenix, Arizona with regional offices nationwide. Through our Franchise Owners and Preferred Partners, OpenWorks services more than 2,500 customers each day across the United States. To continue our growth, we are seeking an experienced Director of Call Center Operations to join our highly skilled team.

What You'll Do

As the Key Account Manager-Operations, you will be directly responsible for operations of our major strategic client base. Managing quality of service, overseeing implementations at new customer locations, working directly with regional leadership and sourcing teams to ensure service providers uphold OpenWorks standards. Additionally, this position collaborates with our strategic business development team to generate organic growth from existing customers, and develops and implements strategies, objectives, and processes/policies/procedures. Finally, the Divisional Director of Operations will help OpenWorks meet its objectives through client retention and organic revenue growth


  • Direct management of portfolio of key client accounts
  • Understand the client and company’s business objectives to ensure maximization of client accounts
  • Serve as the business partner responsible for revenue growth to existing clients and partners in Division
  • Responsible to achieve growth and operational KPIs
  • Provide subject matter expertise to clients to ensure service utilization is optimal
  • Understand the market landscape including pricing trends, competitor strengths and weaknesses and client requirements
  • Maintain an expert knowledge and benefits for all OpenWorks services
  • Collaborates with Regional Operations Team and to ensure customer satisfaction, assisting in developing client facing solutions on service, people, technology, facilities and janitorial service operations, legal and risk management issues
  • Creates presentations for client quarterly business reviews and strategic plans
  • Assess revenue and profit potential of clients
  • Participate in special projects to support new client implementations and increased contract revenue
  • Provide input to RFP and RFI responses in conjunction with sales
  • Lead quarterly and annual business review with clients and other client meetings as requested
  • Collaborates with internal OpenWorks leaders, teams and associates

What we are looking for in You

  • Bachelor's degree required
  • 8-10 years of direct client portfolio management experience
  • 6+ years of experience in facilities and/or related services industry
  • Demonstrated experience in managing, expanding and developing relationships with clients
  • Ability to gain strong understanding of facilities management services industry trends, opportunities, and issues
  • Track record of accomplishments and results
  • Outstanding communication and presentation skills including public speaking
  • Participation in related industry groups is preferred
  • Demonstrated ability to prioritize and allocate resources in a dynamic, execution-oriented manner
  • Strong organization skills, detail orientation, initiative, decision making and sense of urgency
  • Ability to work at both the strategic and tactical levels
  • Demonstrated strength is recruiting, hiring, developing and growing top talent
  • Travel when required

What'll Make You Standout

  • Previous experience in Operations or related role in a facilities and/or related service industry preferred
  • Results and data driven assessment, decision making and evaluation disposition

What You'll Get

  • Company-wide net profit sharing opportunity
  • Chance to win Annual President’s Club Trip and other contests
  • 401k retirement savings plan with generous company match
  • Comprehensive medical, dental, vision, disability, and life insurance
  • Paid time off (PTO) and paid holidays
  • Fitness reimbursement

Why We're Different
The OpenWorks culture is focused on promotion from within, which is achieved by our commitment to training and developing an outstanding team of professionals. If you work hard, you'll reap the rewards, both personally and professionally. Our team is driven to accomplish great things in the work place so they can enjoy a fulfilling lifestyle. We invite you to connect with us on Linkedin and Facebook!
OpenWorks is an equal opportunity employer

Location: This postion can be located in any office within assigned Division (Central United States)

Application Instructions

Please click on the link below to apply for this position. A new window will open and direct you to apply at our corporate careers page. We look forward to hearing from you!