Customer Performance Manager – In Office – Endicott, NY

Customer Performance Manager – In Office – Endicott, NY

Description:

This position is 100% in office at our corporate office located in Endicott, NY.

The Customer Performance Manager applies analytical and critical thinking skills to ensure seamless transitions from the RFP process to ongoing performance management, supporting both internal teams and a diverse customer base. This role is responsible for project coordination, RFP development, bidder analysis, and customer account management, ensuring winning bidders are monitored effectively through Smart Inspect.

The selected individual will lead performance analysis efforts, drawing accurate conclusions from financial, written, and numerical materials to deliver actionable insights and recommendations. They will oversee 50 customer accounts, schedule and lead customer communications, business reviews, cross-selling initiatives, work within a customer relationship management system, and interventions for at-risk accounts.

Key responsibilities include data analysis, reporting, CRM management, information organization, square footage take-offs, and performance metric tracking. This position requires leadership skills to guide analysis efforts within the team and the ability to maintain high levels of customer satisfaction and engagement by proactively addressing needs and ensuring optimal use of the company’s app and software platform.

In short, this role does whatever it takes to make customers happy, engaged, and successful while driving continuous improvement across consulting projects and account management initiatives.

Duties:

• Work primarily in the office with occasional remote work and travel.
• Collect, organize, and share information for assigned projects.
• Analyze data and develop findings and actionable recommendations.
• Develop and professionally write reports, RFP documents, and client-facing analysis tools (PowerPoint, Word, and Excel, Smart Sheets, CRM).
• Conduct cost analyses, evaluate bids, and negotiate prices and service levels.
• Evaluate services for overall value, including price, quality, performance indicators, and service levels.
• Communicate effectively to exchange information, streamline processes, and resolve issues in a timely manner.
• Schedule, support, and host customer calls and communications.
• Maintain and update project status and open action items.
• Update customer information and project status in preferred systems.
• Leverage insights from stakeholders, program documentation, and customer discussions to inform decisions.
• Provide flexible, patient, and creative solutions to issues as they arise.
• Assist internal teams with special projects and additional duties as assigned.

Skills/Qualifications

• A Bachelor’s degree is required; a business-related field is strongly preferred. Relevant facility services or business analyst experience (2 years) will be considered.
• Proficient in Microsoft Excel, PowerPoint, Word, Smart Sheets, and Outlook.
• Strong eye for detail and design in document creation.
• Excellent written and verbal communication skills.
• Effective working in-person, virtually, and collaboratively with diverse teams and customers.
• Strong interpersonal, organizational, and detail-oriented skills.
• Demonstrates a sense of urgency in meeting customer and project requirements.
• Adaptable and capable of handling multiple projects/customers while maintaining a commitment to continuous learning.
• Positive, hardworking, and capable of working independently or as part of a team.
• Personal values align with company values.

Position Preferences

• Experience in procurement, sourcing, or a similar role.
• Background as a business analyst, scheduler, or customer account manager.
• Use of Customer Relationship Management (CRM) tool.
• Strong listening and professional speaking/presentation skills.
• Familiarity with browser compatibility, mobile technology, and remote assistance tools.
• Experience documenting and updating processes.
• Familiarity with facilities, janitorial services, or pricing models.

Pay Rate - Job Culture - Benefits:

• Pay Rate: Starting at $25.00/hour.
• Location: In Office – Endicott, New York - must reside within a commutable distance – no relocation package offered.
• Benefits and Culture: We work hard to foster and grow a family-like atmosphere and team, offering a highly competitive wage and benefit package. This offering includes healthcare insurance, 401K, generous vacation time, paid parental leave, several wellness incentive programs – including gym membership reimbursement— and free snacks!

The Company:

Core America (www.coreamerica.com) is the world’s leader in providing consulting expertise and software to facility management and cleaning organizations. Based in Endicott, NY and founded in 1995, we serve America’s leading institutions, universities, and fortune 500 companies. ; rather, we consult and provide software for the end-user organizations to help them optimize their cleaning programs.

Our Values:

• Expertise - We believe that our passion, deep experience, and technology will deliver the best results.
• Family - We widen the definition of family and care for everyone like our own.
• Objectivity - Our independent third-party position allows us to serve the customer's best interest.
• Community – We connect with others through kindness and generosity.
• Integrity - Humility, honesty, and respect guide us to always do what is right.

Our Mission:

We guide a growing community of organizations to cleaner and healthier facilities, by providing the best resources and objective expertise.

Closing:

We appreciate your interest in joining our mission! Thank you very much for your consideration.

Core Management Services is an EEO/AA Employer M/F/Disability/Vet.

Job Type: Full-time

Pay: From $25.00 per hour

Benefits:

• Employee assistance program
• Health insurance
• Health savings account
• Paid time off

Schedule:

• Day shift
• Monday to Friday

Work Location: In person

Salary : $25