Sr. Account Manager - West

Job Summary

Key Focus: The core focus of this role is to develop and maintain strong, trust-based relationships with customers across the assigned territory to ensure loyalty, satisfaction, and retention. The successful candidate will serve as the key liaison between United and its customers, actively anticipating needs, resolving concerns, and leading performance and quality conversations at the store and regional levels.

This role will also involve close collaboration with Partner Relations to ensure operational excellence and service quality, and with Talent Acquisition to support the hiring, onboarding, and retention of a high-performing workforce. The position combines strategic territory management with a hands-on, customer-first approach to deliver exceptional partner and customer experiences, increase revenue per store, and improve retention metrics.

Duties and Responsibilities:

Customer Relationships & Communication:

• Function as the face of United to customers in the field, building lasting partnerships rooted in responsiveness, reliability, and trust.
• Champion a customer-centric culture by aligning field team actions with customer expectations and service standards.
• Responsible for leading store SOW & Quality; Collaborate with Partner Relations to come up with action plans to improve quality and productivity.
• Lead proactive outreach and store visits to discuss performance, address operational issues, and resolve cases collaboratively.
• Manage escalations with urgency and tact, ensuring all customer concerns are resolved at or above expectations.
• Conduct regular business reviews with key stakeholders (e.g., VPs, District Managers) to communicate wins, risks, and action plans.
• Facilitate structured communications between customers and internal teams to ensure alignment, transparency, and accountability.
• Lead

• • Meetings (Phone or In-person) with key customer stakeholders                                                                                       
  • Reporting on Issues Mgmt. at Region level.

Collaboration with Partner Relations & Talent Acquisition

• Partner Relations:
  • Work closely with Partner Relations to assess and enhance partner performance, identify process gaps, and jointly develop improvement plans.
  • Support Partner Change Overs (PCOs) and in-store partner transitions to ensure smooth operations and customer satisfaction.
  • Lead store-level quality assessments and partner feedback loops to ensure alignment with customer expectations.
• Talent Acquisition:
  • Collaborate with Talent Acquisition to support the recruitment, hiring, and retention of frontline staff and supervisors within the territory.
  • Ensure staffing plans align with customer and store-level operational requirements.

Revenue & Cost Management:

• Responsible for management of regional P&L, monitoring expenses for operations and developing strategies to decrease costs and increase profitability.
• Responsible for retention of existing revenue budget within a fiscal year for assigned territory.
• Responsible for growing the territory revenue via routine contracts in collaboration with BD team.
• Lead growth of business from Specials (ADHOC) services & execute implementation.
• Lead start-up of new business and manage start-up costs.

• Support BD teams with quotes costing and assist in quote/RFP process for new and existing business.
• Participate in Partner Relations & Talent Acquisition teams in negotiations both with customers and partners.
• Responsible for the analysis and review of regional financial activities related to billing, invoicing, department budgets, cash advances from interconnected departments, customers, suppliers and subcontractors, overall expenses, employee hours, material costs over budget, equipment repair costs.
• Responsible for controlling and monitoring inventory assets, including but not limited to, equipment, supplies, other United assets.                              

Planning & Budgeting:

• Lead Territory Budgeting and Planning.
• Participate in developing and implementing Annual Plans & Budget, Performance Objectives by Customer Banners and ensure alignment with Organizational Strategic Objectives.
• Create and develop short and long-term strategies to secure sustainability and profitability of all operations.

• • Participate in interviews, training programs, and onboarding efforts to foster a high-performing, customer-oriented team culture.

Internal Communication:

• Responsible for team meetings; Operational Huddles, scheduling store/location visits, case mgmt. meetings.
• Lead and support cross-functional weekly & monthly meetings with Territory & Support Teams.
• Participate in Sr. Management & CEO office meetings on P & L review & action planning, future business planning & quarterly staff meetings.

Process Compliances Operations:

• Lead all process initiatives/implementation in territories; Identifying trends in process gaps, make changes and implement.

• Lead & implement Business Transformation initiatives regionally as per United Strategic Framework.

• Lead store/location level customer walks & visits with partners to discuss action plans.
• Lead process adoption within the Salesforce ecosystem.
• Responsible for managing business using United technologies provided                   (e.g., Salesforce & Microsoft).
• Lead and or support key United operational processes and KPI’s: As per Retention Priority Framework, to name a few.

• Support Partner Change Overs (PCO) with Partnership team.
• Material Ordering.
• In-Store Specials.
• Conduct Visitation Audits & manage Case mgmt. for issues and escalations.
• Create and implement Schedules.
• A.R.I and H & S Compliance.
• I.D Badging & uniform compliance for all Partners & cleaners.
• In Store Partner Training and support Partner Effectiveness in Partner training Program.
• Support Partner Effectiveness team in Hiring/Recruitment/Termination of Partners.
• Collection of Annexes or any other types of Inspections/reporting required by Customers for Billing purposes.                                                                                                                                            

Workforce & Performance Management:

• Manage territory workforce planning and optimization of resource productivity.

• Monitor & manage performance of team, including performance improvement plans to improve employee engagement and productivity.

• Responsible for leading progressive discipline approach and terminations in alignment with United Human Resources policies and procedures.
• Implement & sustain policies, processes, and programs.
• Innovate and implement strategies to manage & retain a mobile workforce.

Recruitment, Training & Development:

• Responsible for the hiring, recruitment & retention of territory employees.
• Responsible for implementation of People (employees & partners) training programs.
• Responsible for ensuring employee mentoring and coaching to improve productivity and performance of employees and organizational operations.
• Provide leadership, support, and guidance to reporting staff and promote a positive and motivating work environment.
• Create an environment that encourages learning and inspires brainstorming, creativity, and innovation.

Additional Responsibilities:

• Perform all daily functions in alignment with company mission, vision, and values.
• Work in compliance with Health & Safety policies and legislation and take every reasonable precaution to protect the health and safety of all employees and business partners.

• Protect company assets from damage and misuse.
• Perform other related duties as may be required from time to time.

Job Requirements and Expectation

• Available to address Customer and Partner needs and concerns in a timely manner.

• Willing to travel frequently within the designated territory or outside the province as may be required from time to time.
• Ability to deal with high levels of stress and solve problems as they arise.
• Ability to work flexible shifts on a rotation basis.
• Available to address concerns in a 24/7 environment.

Skills:

• Business acumen.
• Task management & Planning skills.
• Communication Skills: Active listening, verbal, and written communication skills
• Conflict management & negotiation skills.
• Needs assessment and information gathering.
• Advanced technology competency.
• Managing budgeting & costing.
• Expertise in floor care and cleaning procedures is an asset.
• Process and compliance driven.
• Coaching and Mentoring.
• Superior time management and problem-solving skills.
• Ability to work independently.

Education/Experience

• University degree in Business Administration or related operations or field experience.
• Minimum of 5 years’ experience in the Janitorial industry.
• 10+ years’ experience in operational management or related roles.