Overview
Job Objective:
The Account Operations Manager for Life Sciences is responsible to execute, advise and manage quality, compliance, and governance programs to ensure that ABM’s services and associated operational processes are consistent for our multi-location Life Sciences clients. The role includes, but is not limited to, executing, and ensuring ABM’s operational processes, procedures, and systems, administering strong governance, and facilitating reporting and quality control mechanisms. Lastly, the role is responsible for ensuring their client or portfolio of clients has a positive and successful experience along their journey with ABM ultimately facilitating improved client retention and growth opportunities.
Responsibilities:
- Serve as the compliance and governance facilitator for ABM services ensuring quality assurance, standardized processes, business process improvement programs, metrics, innovations, outcomes are met for ABM’s multi-location LS clients
- Partner and build relationships with key ABM Operations and Strategic Account Management stakeholders to ensure high levels of client satisfaction, positive client experiences laying the foundation for continued growth and partnerships.
- Administer the processes in place and execute system-wide changes as required by client requests, SOWs, client complaints, and KPI’s resulting from internal and external audits.
- Identify and complete validation activities associated with strategic client compliance, strategic client governance and operational excellence at the point of service.
- Utilize ABM systems and processes to engage clients and solicit feedback on quality and delivery of services
- Conduct Client Business Reviews reporting on metrics and outcomes as directed by the VPCE or DCE and on behalf of the Client
- Ensure all standardization programs have been set and are being utilized
- Drive above contract services (TAG) and cross selling (“ABM Plus”)
- Coordinate all billing and accounting requirements relative to the Client, and in conjunction with ABM’s standards
- Review and approve monthly contractual billing
- Monitors the accounts receivable activity of the account ensuring accuracy and timeliness
- Partner with ABM field operations to mitigate and resolve client issues
- Proactively identify innovation opportunities to improve operational efficiency/service delivery
- Contribute to the development and execution of account-based playbooks
- Ensure proactive service delivery through predictive analytics driven by internal and external systems that produce leading/lagging indicators of performance
- Liaise between ABM field Operations and ABM Clients to ensure compliance, KPIs, outcomes and standards are being met
Relationships and Roles:
- Internal / External Cooperation
- ABM Sales and Strategic Accounts Management (SAM) Teams (Internal)
- Function as key business partner for strategic LS CRE clients supporting client pursuits and presentations.
- ABM Operations (Internal)
- Collaborate to drive compliance, metrics, and outcomes ensuring all client KPI, SOW, and SLA requirements are met
- Lead or support client business reviews (CBR)
- ABM Clients (External)
- Function as Client Advocate, Key Representative and/or single point of contact from ABM ensuring excellence at the point of service and client expectations are met
- Key Relationships (Internal)
- ABM Industry Group (IG) Leaders, IG Senior Vice Presidents, IG Vice Presidents, Branch Managers, District Managers, Sales and Marketing, Strategic Account Management, Corporate Support Leaders, Directors and Vice Presidents, ABM University
- Accountability
- IG Leaders, Operations Leaders, SVP Client Experience & Operations Support, and Clients, Strategic Account Management
Job Requirements:
- Bachelor's Degree and/or equivalent work experience.
- 4+ years of experience in supporting/overseeing multiple client relationships
- Experience with enterprise software solutions, CRM, and large, complex organizations.
- Ability to engage clients and lead/support client business reviews, client presentations and client retention initiatives
- Ability to build relationships with key stakeholders to ensure high levels of satisfaction and lay the foundation for continued growth and partnership.
- Demonstrate a professional and adaptable demeanor with internal and external clients
- Excellent verbal, written communication skills, and interpersonal skills with the ability to engage at all levels of the organization
- Exhibit high energy level & demonstrate ability to work as a valuable contributor to the team
- Must be a highly motivated candidate with the ability to work independently in a highly fluid environment
- Willingness to stay well-informed of market trends, regulations, and best practice specifically in the LS space.
- General understanding of accounts receivable processes, profit and loss statements, and general knowledge of financials
- Must be able to work with Microsoft suite of products such as PowerPoint, PBI, Excel, Outlook, Word, Teams, and OneNote
- Proven ability to collaborate in a dynamic diverse environment
