The Hilldrup Companies

Compensation

Full Description

Job Summary: The Account Manager serves as the primary point of contact between the company and its clients, providing end-to-end project management through a standardized delivery model. This role is responsible for overseeing the full project lifecycle—from planning and procurement through execution and closeout—by directing and coordinating with our internal planning team, trade partners and service providers. The Account Manager proactively manages communication, schedules, budgets, risks, and reporting to ensure alignment, accountability, and successful outcomes. This role addresses client needs and concerns in a timely and professional manner while delivering consistent, high-quality client experience. Duties/Responsibilities: * Ownership of the client relationship and overall project delivery, serving as the single point of accountability for client satisfaction, issue resolution, and project outcomes utilizing internal standard operating procedures and SLAs. Lead proactive communication across all service entities, identify risks and issues early, and implement effective mitigation strategies. Establish and maintain long-term, trust-based client relationships through consistent, high-quality delivery and decisive leadership. * Partner with Business Development and/or Sales teams to onboard new clients, supporting contract execution, scope validation, and internal approval processes, including credit review and account setup. Ensure a smooth transition from pursuit to delivery with clear understanding of contractual terms, assumptions, and client expectations. * Collaborate on the development and execution of project scope, pricing, and commercial strategy in collaboration with internal project teams, preferred vendors, and internal pricing teams. Review, negotiate, and finalize Scopes of Work, budgets, and assumptions to balance competitiveness, value, and risk. Identify opportunities to enhance scope, upsell services, and protect project margin. * Manage project planning, scheduling, and vendor-led execution, ensuring resources, sequencing, and milestones align with contractual commitments and client expectations. Participate in project meetings with purpose, enforce accountability across project team, and maintain accurate reporting related to schedule, cost, risk, and performance. * Ensure compliance with client, building, and regulatory requirements, including business continuity, security, health and safety standards, insurance, and quality expectations. Hold vendors accountable  * for meeting contractual and operational requirements while maintaining a remote delivery model. * Manage project performance, including budget control, change management, forecasting, and margin protection. Approve and administer change requests in accordance with company and client processes to prevent write-offs and scope creep. Resolve operational issues in a timely manner and recommend corrective actions to protect both client and company interests. * Support and manage the resolution of claims as required, coordinating with internal claims department, clients, vendors, and other internal stakeholders to document issues, assess responsibility, and facilitate timely and equitable resolution in accordance with contractual requirements and company policies. * Lead project closeout activities, ensuring all contractual and operational obligations are satisfied. Review and audit vendor invoices for accuracy, scope compliance, and adherence to agreed pricing; confirm final project costs align with approved budgets and changes. Coordinate with accounting teams to ensure timely and accurate invoices to the client. * Evaluate project and account performance against financial, operational, and client success metrics, identifying opportunities to drive efficiencies, cost savings, and revenue growth. Act as an decision-maker working within the project team and escalating risks appropriately and recommending process improvements that enhance delivery consistency and profitability. * Utilize software systems and financial tools to track schedules, budgets, time, expenses, and vendor costs accurately and timely. Maintain complete and audit-ready project documentation, ensuring billing accuracy and compliance with internal controls * Perform other related essential duties assigned or requested. Required Skills:  * Ability to communicate clearly and professionally with clients, vendors, and internal teams through virtual meetings, written correspondence, and small-group discussions, serving as the primary point of contact for assigned accounts. * Working knowledge of project financial fundamentals, including budget development, cost tracking, change management, and margin awareness. * Ability to support the development and review of scopes of work, RFPs, and vendor proposals using established criteria, and to participate in vendor evaluations and recommendations. * Ability to analyze project information, identify issues and risks, and apply standard procedures and sound judgment to resolve problems within defined guidelines, escalating as appropriate. * Responsible for planning and prioritizing own work and managing multiple projects simultaneously; may provide task-level direction or support to project coordinators or junior team members as assigned. * General understanding of commercial workplace services and workplace logistics sufficient to manage vendor activities, schedules, and sequencing; does not perform hands-on logistics or equipment handling. * General knowledge of commercial facilities and workplace environments, including typical building requirements, permitting considerations, and operational constraints, as applicable to project delivery. * Familiarity with a range of workplace environments (e.g. commercial offices, healthcare, labs, production facilities, warehouses) to effectively coordinate vendors and align delivery with client needs. * Exercises judgment in routine and non-routine situations affecting project delivery, client satisfaction, and financial performance within established policies and procedures. * Works within a moderately structured environment with defined processes and supervision, requiring adaptability and problem-solving within assigned responsibilities. * Proficient in standard business and project management software, including Microsoft Office and internal project tracking systems. * Maintains frequent client and vendor interaction where sound judgment, professionalism, and responsiveness are critical to protecting client relationships and company interests. * Participates in negotiations related to scope, schedule, budget, and commercial terms within established authority; escalates complex or high-risk negotiations as required. * Travel: Occasional, as needed (typically less than 25%) Qualifications:  * Four-year degree from an accredited college or related professional experience, preferably in business, construction management, facilities management, or real estate. * Certifications in CAPM (Certified associate in project management) can be beneficial. * Typically possesses 3+ years relevant work experience. * Demonstrated experience managing multiple concurrent projects through a defined delivery process. * Experience supporting or managing projects in regulated or complex environments (e.g., healthcare, labs, financial services, occupied facilities).