[Hiring] Director of Enterprise Account Management @City Wide Facility Solutions

Role Description

City Wide is seeking a strategic, relationship-driven Director of Enterprise Account Management to lead the retention, growth, and service experience of our most important enterprise client relationships. In this leadership role, you will develop and coach a team of Enterprise Account Managers and client-support professionals while partnering with clients, franchise teams, and internal departments to deliver exceptional service, strengthen retention, and grow revenue.

This is an excellent opportunity for an experienced B2B account management, customer success, sales, or client services leader who enjoys developing people, solving complex challenges, and building long-term enterprise partnerships.

What You’ll Do

• Lead, support, and develop a team of Enterprise Account Managers, Customer Service Representatives, and Data Analysts.
• Interview, hire, onboard, train, coach, and mentor team members to support their professional growth and performance.
• Lead weekly team meetings and conduct regular one-on-one coaching meetings with direct reports.
• Support Enterprise Account Managers in retaining key client relationships, identifying expansion opportunities, and growing their books of business.
• Build trusted, long-term relationships with enterprise client decision-makers and key stakeholders.
• Serve as the primary liaison between enterprise clients and franchise teams, ensuring communication, expectations, and service delivery remain aligned.
• Resolve escalated client concerns with urgency, professionalism, and a solutions-focused approach.
• Coach franchise partners and operations teams on service recovery, issue resolution, retention, and account-growth strategies.
• Lead and support Quarterly Business Reviews (QBRs) and other strategic client conversations.
• Ensure client relationship standards, account activity, and service and operations plans are accurately documented in the CRM.
• Oversee execution of Master Service Agreement (MSA) terms, including renewals, price increases, and other contractual requirements.
• Analyze account and departmental performance, identify trends, and refine strategies to achieve retention and revenue-growth goals.
• Partner with Franchise Support, Legal, Operations, and Marketing to deliver a consistent, high-quality client experience across the City Wide system.
• Support ongoing improvements to policies, procedures, workflows, and service-delivery practices within the Enterprise Account Management division.
• Travel up to 30% to support client relationships, franchise teams, and business priorities.
• Perform other duties as assigned.

How Success Is Measured

• Contract revenue retention
• Growth in additional services and janitorial-services revenue
• Year-over-year book-of-business growth
• Franchise partner satisfaction
• Company-wide goals related to people, growth, and profitability

Qualifications

• A bachelor’s degree or equivalent experience in B2B sales, account management, customer success, business development, or a related field.
• Experience leading, coaching, and developing client-facing teams.
• A demonstrated ability to retain and grow complex B2B client relationships.
• Strong verbal and written communication skills.
• The ability to build trust, credibility, and rapport with clients, team members, franchise partners, and internal stakeholders.
• Sound judgment, strong decision-making skills, and the ability to remain calm and professional in challenging or escalated situations.
• A genuine passion for training, mentoring, and helping others succeed.
• Excellent organization, follow-through, time-management, and prioritization skills.
• Experience using CRM systems and maintaining accurate account activity, client communications, and opportunity records.
• Proficiency in Microsoft Office, including Excel, Word, and Outlook.
• A positive, helpful, and service-focused approach in every interaction.

Benefits

• Competitive compensation structure including bonus
• Comprehensive benefits, including medical, dental, vision, life insurance, short- and long-term disability insurance, PTO, and 401k
• Culture rich in history and collaboration
• Exciting, fast-paced, and flexible work atmosphere that fosters continual learning and development
• Community-based enrichment, including paid time to support charities of choice

Company Description

City Wide Franchise is a fast-growing company with over 100 franchise locations across the US and Canada. Founded in 1961, City Wide Facility Solutions is the largest management company in the building maintenance industry. We continue to experience high growth and profitability across our franchise business. Our culture supports the company’s Mission to create a Ripple Effect by positively impacting the people and communities they serve.