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C&W Services · 1 month ago

Director of Client Services- Education Portfolio

Atlanta, GA

Full-time

Onsite

Lead/Staff, Director/Executive

$136K/yr - $160K/yr

5+ years exp

C&W Services is a company focused on providing facility management services. The Director of Client Services - Education Portfolio is responsible for overseeing operations, business development, finance, human resources, and safety within the education segment, ensuring efficient service delivery and customer satisfaction.

Facility ManagementHeating Ventilation and Air Conditioning (HVAC)LandscapingPersonal Care and Hygiene

Responsibilities

Oversees all activities of assigned region or market segment, and gives direction to its facilities management staff (Building maintenance, Janitorial, Office Services, Landscaping)

Develops and presents Business Plan for the region or market segment, to include current and anticipated business, upselling of current business, specials, lost business, business trends, customer/market needs, along with related strategies

Overseas operations of accounts and employee/job productivity levels, being accountable for effective and efficient delivery of services

Administers and monitors compliance with all internal/external policies and procedures, and ensures ongoing employee compliance

Conducts on-site inspections and contract cost assessment for current and new business

Demonstrates excellent interpersonal skills, establishing and maintaining the respect and confidence of employees and customers, and communicating effectively with a variety of professionals and at all levels

Understands and utilizes key technology applications

Oversees and directs all customer advocacy activities in the Education segment and functions as a customer advocate, regularly calling on customers, assessing levels of customer satisfaction, formulating pro-active measures for ensuring improved customer service, and providing liaison services

Participates in sales activities related to current, prospective, and new customers, in conjunction with Business Development

Sources and pursues referrals for new and future business in conjunction with Business Development

Participates in the preparation/analysis for bid/re-bid proposals

Participates in market assessment, service industry analysis, sales targeting, and sales/upsell activities, in conjunction with Business Development

Develops contract proposals and makes related presentations on same in conjunction with Business Development

Participates in marketing activities, to include promoting C&W’S image and identity programs/events; acting as the spokesperson for C&W in its customer advocacy efforts; product and advertising activities; and the development of marketing intelligence in the community served

Manages the P&L of the Education segment, monitoring ongoing status and providing substantive corrective action as needed to maintain/increase targeted financial objectives

Utilizes the financial dashboard on a monthly basis

Prepares/evaluates monthly, quarterly, and annual budgets/budget reports, and presents/discusses same with senior management, providing strategies for any needed corrective actions, and follow-up reporting on results

Closely monitors receivables, achieving the accounts receivable target for the region

Prepares and provides short-term/long-term financial forecasting to senior management, outlining appropriate strategies for any corrective action

Reviews costing models prepared by engineering for potential new business

Screens, interviews and participates in the selection of Operations Managers, Area Managers, and Account Managers, working in conjunction with Human Resources

Ensures compliance with Federal, State, and Company guidelines concerning the hiring of non-exempt personnel in the region or market segment

Evaluates the work performance of all direct reports annually, and prepares a succession plan for the region or market segment

Establishes contingency plans in anticipation of new accounts, expanded geographic or market penetration, or the loss of current staff

Participates in the career development of employees, providing assessment, planning, and follow-up evaluation of staff, as well as participates in self-development courses/seminars/external programs

Keeps current with Union contracts and guidelines, and participates as needed in Union salary issues, grievances, layoffs, and other related matters

Oversees and implements Safety policy, procedures, and communications for all personnel in the Education segment, and monitors the same for impact/effectiveness

Provides active leadership in establishing and maintaining a culture of safety in the region, including adherence to company safety practices, establishment of safety review boards, and oversight of safety training

Monitors and evaluates all Workers Compensation activities within the region or market segment, working in conjunction with the corporate Director of S, H & E and Director of Risk Management

Performs special assignments as needed or as requested by the Vice President, Education

Executes such other responsibilities as determined by the Vice President, Education

Qualification

P&L managementBusiness developmentFinancial analysisOperations managementSales strategyInterpersonal skillsLeadership skillsCommunication skillsOrganizational abilitiesTeam oriented

Required

Previous P&L experience responsibility

Management and leadership skills

Financial analysis, business acumen and computer literacy with knowledge of applicable software packages

Understanding and skills in sales, strategic planning and operations

Excellent oral and written communication skills, presentation skills

Strong relationship management and interpersonal skills, results driven and team oriented

Excellent organizational abilities

Preferred

Bachelor's degree preferred

5+ years' experience in service industries-preferably in Educational Setting (i.e. building services, mechanical services, Janitorial services), and willing to travel the New England area