Current Vacancies

Position Description

Account Manager
Location Colchester
Job Code 14
# of openings 1
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Main Tasks and Responsibilities

  • Client relationship management on behalf of Cloudfm as the contract manager
  • Maintaining and managing productive relationships with the clients’ property team
  • Supporting the client Facilities Manager in supporting the client’s trading estate
  • Organising and maintaining a meeting and governance schedule between Cloudfm and the client
  • Promoting innovative and profitable solutions for the client and Cloudfm
  • Presenting yourself as an ambassador for Cloudfm in every business interaction

Key Activities – The Basics

Daily interaction and management of 24/7 Helpdesk function in conjunction with the Helpdesk Manager.

  • Maintaining daily contact with a key account administrator
  • Coaching and supporting the helpdesk to improve performance
  • Training the team on key specifics relating to your accounts estate and operations

Supply Chain Management and Control 

  • Escalation resolution and meeting the client’s requirements
  • Performance measurement and monitoring
  • Sourcing and procurement of the supply chain in support of the supply chain team
  • Negotiation of best value and service

Key Supplier Management – especially with suppliers specific to client estate

  • Monitoring and discussing performance to SLAs
  • Ensuring Financial adherence and submission of invoices
  • Improving supplier performance through regular contact 
  • Maintaining governance, records of meetings and performance targets

Service Delivery Management - Reactive Maintenance

  • Ensuring adherence to agreed key performance indicators 
  • Tracking persistent issues and suggesting solutions not just quick fixes

Service Delivery Management - Planned Maintenance

  • Attendance within agreed schedule and completion of tasks
  • Control of remedial works and quotations arising
  • Improving compliance across the client estate

Service Delivery Management - Statutory Certification 

  • Attendance within agreed schedule and statutory guidelines
  • Availability of compliant statutory certificates
  • Control of remedial works and quotations arising

Financial Management

  • Control of expenditure to forecast and budget in conjunction with client FM Manager
  • Accrual management to ensure financial spend is accounted for accurately
  • Management of financial risk ensuring control at all times. 
  • Trend analysis to identify opportunities for the client and Cloudfm 

Contractual Commitments

  • Understanding the contract in place and acting to promote its effectiveness and profitability
  • Maintaining a clear view of the service purchased vs. the service being delivered

Key Activities for Excellence

Networking and Relationship Management

  • Engaging with the supply chain to develop a network of contacts able to support our clients in times of need
  • Introducing new clients and suppliers to the business 
  • Taking ownership of the client relationship and promoting longevity

Business Growth and Profitability

  • Identifying areas of opportunity and suggesting solutions from other departments in Cloudfm
  • Expanding the role of Cloudfm with the client with projects and/or new disciplines brought on-board

Personal Growth and Development

  • Expanding your skills and capability to take responsibility for other areas of the business
  • Spending time developing a deeper understanding of your clients and their requirements
  • Engaging in industry wide debates and discussions 
  • Thought leadership and developing innovative solutions

Knowledge and Experience

  • Previous account management experience 
  • Excellent working knowledge of IT systems

Skills and Abilities

  • Develop good and effective relationships with all aspects of the business internally and externally
  • Demonstrate an ability to ensure confidentiality
  • Excellent presentation skills
  • Excellent planning and organisational skills
  • Excellent written and oral communication skills
  • Ability to work independently or as part of a team
  • Excellent attendance and time keeping record
  • Attention to detail 
  • Ability to achieve results
  • Ability to take a pro-active approach and problem solve
  • Flexible approach to work manage, prioritise and work to deadlines
  • Ability to lead, coach and inspire others\

Education and Qualification

  • Degree or equivalent or other qualifications eg General secondary educational qualifications required.
  • Full driving licence

General

  • Cloudfm expects all staff to accept the following General Responsibilities, irrespective of seniority to:
  • Maintain confidentiality at all times as appropriate to a commercial environment
  • Comply with current data protection legislation and at all times respect the confidentiality of information, 
  • in particular personal information, in line with the requirements of the Data Protection Act
  • Comply with any Quality and Environmental standards of the Company
  • Adhere to all Company policies, procedures, operating instructions and codes of practice on business ethics
  • Travel as required away from home or the normal place of work for business purposes or training
  • Carry out other duties not specified in the Job Description as required by the Company within the remit of the role

Health and Safety

  • Cloudfm’s Health & Safety Policy (extract) – Cloudfm Group takes health and safety extremely seriously, the Company firmly believes that pro-active health and safety management makes good business sense. The Company collaborates positively with all stakeholders in relation to health and safety matters to promote and encourage safe working practices and to ensure a safe and healthy environment is provided at all times 

Cloudfm therefore expects all staff to:

  • Co-operate with the Company to ensure compliance with health and safety legislation and the Company’s health and safety policies and procedures    
  • Not intentionally or recklessly to interfere with, or misuse, anything provided in the interests of health, safety or welfare, and to act at all times in pursuance of the relevant statutory provisions on health and safety

Cloudfm further expects all staff with management or supervisor responsibilities to:

  • Train staff or arrange training for staff adequately to carry out their duties in compliance with Health 
  • and Safety legislation and Company procedures
  • To carry out probation, appraisal and objective reviews
  • To lead, coach and mentor team members