What are the responsibilities and job description for the Client Relationship Lead position at ABM US?
The Client Relationship Lead will be expected to be the relationship owner for partner sites within the Client’s Americas portfolio, providing optimal customer service. Provide guidance on management of P&L, Partner Relationship, and Integrated Facilities Solutions. Partner with the dedicated account team focused on operational excellence, safety, innovation, and best practices. Lead and coordinate initiatives focused on cost savings, innovation, and process excellence. This role will report to the Account Director over the entire portfolio.
The Client Relationship Lead partners with key stakeholders to identify value-based solutions that help grow and retain ABM’s business with this client across our range of service solutions (APS/IFS, janitorial, facility services engineering, technical solutions, EV/eMobility, Workplace Experience, etc.). Financial performance, P&L, and A/R, work order management, and problem resolution will be the Client Relationship Lead’s responsibility as well. As a leader, the Client Relationship Lead will be required to give dynamic client presentations, manage complex RFP and estimating solutions, and updates. This role is responsible for developing and implementing a comprehensive people and workplace strategy that supports our client’s business goals and growth plans, ensuring a world-class and engaging work environment for employees, clients and visitors, and promoting the success of the company. The role involves collaboration with the corporate and onsite ABM Performance Solutions team, leading and advocating initiatives and policies that contribute to a positive and productive work environment. This role will be looking to transform the way the team works to drive collaboration, innovation, productivity and deliver excellence in the partner locations.
Benefits: ABM offers a comprehensive benefits package. For information about ABM’s benefits, visit ABM 2025 Employee Benefits | Staff & Management
Essential Job Functions/Qualifications:
Develop strong relationships with stakeholders. Read and completely comprehend all agreements and requirements for each unique partner site. Holistic contract performance management. Oversee adherence to contracts outlined by partner agreements. Lead/Participate in routine meetings with partners. Ensure compliance with all FM operations and workplace experience of the account Partner with local FM teams to verify compliance to agreements and scope for each site. Manage, own, and optimize financial performance of the account. Oversee and provide guidance for all project management activities for partner sites. Develop and maintain client relations through collaboration, strong governance, and improvement plans driven by annual surveys and feedback. Implement strategies to ensure ABM delivers against client’s KPIs and other desired outcomes. Participate in Client Business Reviews (CBRs) for the portfolio. Conduct leadership inspections and suggest functional improvements through innovation and best practices. Create clear documents and policies explaining compliance processes. Oversee compliance and vendor management functions through effective leadership on the Account Team. Understand and stay up to date with industry trends and best practices.
Qualifications – Education & Experience
1. Proven ability to manage, train and develop team members.
2. Ability to travel as necessary to maintain Client relationships and oversee operations.
3. Proven experience building and maintaining professional working relationships.
4. Proven background managing multi-task operations.
5. Ability to implement current and changing policies and procedures.
6. High degree of effective verbal and non-verbal communication skill
7. Read, write, and communicate using English language sufficient to perform job functions.
8. Able to act independently and make accurate decisions with focus on attention to detail, safety, and company policy and procedures.
9. Ability to prepare for and execute presentations in a group and/or client setting.
10. Ability to demonstrate exceptional service and interpersonal skills.
11. Ability to analyze and understand P&Ls and other financial report
12. Understand and respond appropriately to client and customer inquiries and/or issues.
13. Ability to analyze and solve problems quickly and effectively
14. Bachelor’s degree
15. Minimum of 10 years proven experience
16. 10 years of experience in managing teams, workplace experience, organizational leadership
17. Solid understanding of effective operating principles, practices of managing employee and the ability to effectively apply these principles to direct reports in support of collegial, client-focused, and competent work unit
18. Ability to maintain confidential and sensitive information
19. Exhibit high energy level, and demonstrate ability to work as a valuable contributor to the team as well as be a highly motivated candidate with the ability to work independently in a highly fluid and collaborative environment
