Who We Are

The Facilities Group (TFG), headquartered in Tampa, FL, is the fastest-growing janitorial and facility services provider in the United States. With nearly $1 billion in revenue and a portfolio of 18 different brands, we are revolutionizing the industry by delivering top-notch experience to our clients across various industries. Founded just four years ago, we have rapidly scaled our operations while maintaining our entrepreneurial spirit. Our culture thrives on innovation, grit, and a relentless drive to build something incredible. As we continue to expand, we are looking for passionate, results-driven individuals to join our team and contribute to our mission of elevating spaces for a healthier, safer, and cleaner tomorrow.

We partner with premier local, regional, and national facility service providers while maintaining brand legacy and driving high-powered technology. The Facilities Group family of companies has 17 offices throughout the United States and provides comprehensive suite of janitorial and maintenance services to a variety of end markets including commercial, distribution, logistics, aviation, education, finance, industrial and healthcare facilities.

Our principle of providing best in class service not only guides how we treat our clients but is also the foundation of our company culture. We understand the importance of maintaining an exciting culture for our employees and believe in creating an empowering professional environment with a sense of community and opportunity.

What You Will Be Doing

We are seeking a motivated and experienced Strategic Account Leader.

The Director of Client Excellence is responsible for developing and implementing an account plan that will delight our clients and ensure a healthy long-term relationship. The director anticipates client needs and delivers to outperform on the key performance indicators within the contract and builds financial plans while striving to exceed revenue and profitability. They work with high performing teams that not only deliver operational excellence, but also keep employees engaged and thriving.

The primary function of the Director of Client Excellence is to: deliver client satisfaction, establish the vision and strategy of the account plan ensuring there is alignment with the client's objectives and interests, drive the account plan to deliver high quality results that exceed the client’s expectations, including recognizing opportunities for growth and retention ensuring implementation across the group, and become a reference for best-in-class service delivery.

This is a fully remote role. The ideal candidate will reside in a US Central/ Eastern time zone. The role requires travel up to 50% of the time, or more, as client needs dictate.

This role reports to the Vice President of Sales, National Accounts.

Growth Focus

Director of Client Excellence Essential Duties and Responsibilities:

Responsible for driving revenue growth within key accounts. This includes monitoring account profitability, managing budgets, and identifying opportunities to expand or cross-sell additional services.
Work closely with the regional, local, and national teams to lead and direct the commercial activities necessary to produce growth in the division's national and strategic account customer program. This includes the coordination, collaboration, and delegation of commercial and service activities with the sales and operational teams as each customer expansion necessitates.
Establishes and maintains effective relationships with customers and gains their trust and respect.
Maintains awareness/understanding of customers volume and product mix forecasts that are meeting account targets and a plan to penetrate the customers total wallet share which is tracked in the account plan.
Coordinates price management actions based on current conditions related to costs, inflation, competitive landscape and supply and demand market indicators to maintain division margin targets.
Qualifies potential prospects, builds rapport, establishes mutual goals based on customer requirements to achieve optimal effectiveness in achieving desired outcome.
Develops proposals, presentations, and pricing agreements for strategic accounts, with keen understanding of strategic price points/technical bids.
Keeps abreast of current and future market trends.

Customer Advocates

Coordination of formal business reviews (content/narrative) including weekly, monthly, and quarterly business reviews.
Accountable for articulating pertinent information to stakeholders related to national and strategic opportunities. Tracks issues that may arise within the regional, local, and national areas and to act with appropriate resolution.
Establishes and maintains high-level relationships with business decision makers at national and strategic accounts serviced within the division.
Acts as a liaison between the regional and local companies and the national accounts team.
Develops and prioritizes targets based on our ability to solidify and enhance our existing relationship.
Travel up to 50% of the time, or more, to meet client needs.

Operational Excellence

The account leader will ensure operational excellence within the account management function. This involves implementing and monitoring best practices, developing, and streamlining processes, and leveraging technology to enhance efficiency and effectiveness.
Monitors to ensure The Facilities Group and customer sites are adhering to contractual commitments to support mutual strategic partnership. Swiftly addresses inactive accounts that require national contacts to drive adoption.
The Account leader will produce regular reports and analysis on key account metrics, including account performance, revenue growth, client satisfaction, and market trends. These insights will help inform strategic decision-making and drive continuous improvement through regular TFG and customer governance reviews.
The Account leader owns and manages the customer budget and TFG P&L
The Account leader will ensure new or for expansions, the Transition and Implementation meets both the customer and TFG expectations.
Additional responsibilities as directed.

Director Of Client Excellence Requirements And Qualifications

Bachelor’s degree in Business Management or related field. In lieu of degree, consideration for up to 7 years of additional related experience may be considered.
7+ years of prior technical customer/account management experience. (required)
5+ years of experience in the Facilities Services industry, ideally in IFM or Distribution/ Industrial verticals. (required)
Demonstrated relationship management & consultative aptitude with the ability to problem-solve and devise technical solutions for the customer.
Ability to build effective relationships with all levels and roles both within The Facilities Group and outside the organization.
Strong mathematical, problem solving and analytical skills with the ability to apply to customer sales analysis and cost comparisons.
Communicates effectively both verbally and in writing; listens effectively and clarifies information as needed; works well with others in a cross-functional team environment across the organization knowing who to engage to achieve results. Uses candor and sensitivity in their dealings with others.
Self-motivated with excellent organizational and time management skills to include the ability to multi- task and effectively manage projects in a diverse organization.
Proficiency utilizing a Client Relationship Management (CRM) system to leverage client relationships and communication.
Proficiency with Microsoft Office applications (Word, Excel, PowerPoint, Teams, Outlook, PowerBI, etc.).
Excellent organizational, communication, and interpersonal skills with the ability to work with a wide variety of people with different personalities and backgrounds.
Ability to work independently and under pressure to meet deadlines.
Ability to read, analyze and interpret common scientific and technical journals, financial reports, legal documents, and regulatory requirements.
Ability to understand strategic price points and technical bids.
Must be able to work flexible hours to meet customer needs and management expectations.
Valid unexpired driver’s license.
We use E-Verify to verify employment eligibility for Team Members.
The Facilities Group and its Subsidiaries are committed to fostering, cultivating, and preserving a culture of diversity and inclusion. We provide equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. Our commitment extends beyond preventing discrimination and harassment; it’s about creating an environment where diverse backgrounds and perspectives are valued. We believe in the power of our people, the ideas they bring, and what we can accomplish together.
Consistent with the Americans with Disabilities Act (ADA), all state & federal requirements, it is the policy of The Facilities Group to provide reasonable accommodation when requested by a qualified applicant or employee with a disability, unless such accommodation would cause an undue hardship. The Facilities Group also provides reasonable accommodations as required under the Pregnant Workers Fairness Act (PWFA) for limitations related to pregnancy, childbirth, or related medical conditions. The policy regarding requests for reasonable accommodation applies to all aspects of employment, including the application process. If reasonable accommodation is needed, please contact the HR Business Services Center 813-771-7078.

The Facilities Group

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Director of Client Excellence