Job Information
Fortive Corporation Sr. Director Managed Services - Key Accounts (Service Channel) in Remote, United States
Sr. Director Managed Services - Key Accounts
ServiceChannel is the leading cloud-based service automation platform for facilities management. We offer a single platform to source, procure, manage and pay for repair and maintenance services from commercial contractors. ServiceChannel is well established, but even after almost 20 years we still retain the spirit of a startup. We are primed for success, and we are currently on a high growth trajectory. We are committed to delivering great products and services for our customers & a great work environment for our employees to succeed professionally and personally.
Job Overview:
As the Senior Director Managed Services – Key Account(s) for your assigned ServiceChannel Managed customer, you are responsible for the execution and Customer Success for their facility program. ServiceChannel Managed is a partner to our customers to oversee all facilities and related services. Our goal is to streamline operations, improve efficiency, and optimize our resources and software platform into one cohesive framework. This role involves ensuring the efficient operation and management of facilities work orders created in the ServiceChannel Platform, a high level of cross- functional partnership with multiple departments and leading a team to achieve the customer’s repair & maintenance goals.
Key Responsibilities:
Account Management: Serve as the primary point of contact for the customer, ensuring their needs and expectations are met and exceeded.
Budget Management: Oversee a repair and maintenance budget of at least $20 million USD, ensuring cost-effective solutions and adherence to financial targets.
Facility Operations: Coordinate with the customer's internal teams and external vendors to manage day-to-day operations of retail facilities.
Relationship Management: Build and maintain strong relationships with the customer's stakeholders, understanding their business needs and providing tailored solutions.
Customer Satisfaction: Monitor and improve customer satisfaction levels through regular feedback and proactive issue resolution.
Strategic Planning: Develop and implement integrated facilities management strategies that align with the customer's business objectives based on your regular conversations with them
Team Leadership: Manage and lead a team of facilities professionals, including training, development, and performance evaluation.
Customer Stewardship: Ensure high levels of customer satisfaction through proactive and clear communication with the customer points of contact.
Operational Oversight: Oversee your team’s daily work in the customer’s repair and maintenance work order management, ensuring they are compliant with the customer’s Standard Operating Procedures.
Vendor Management: Partnering with our Provider Development Manager assigned to your customer, you will work together to communicate the customer’s needs and opportunities for improvement to continuously improve quality service delivery from our network of providers
Project Management: Lead customer-initiated projects from planning through execution, ensuring they are completed on time, within scope and clearly communicated with the customer in weekly meetings.
Risk Management: Identify and mitigate risks related to customer health, ensuring any risk to the customers relationship with ServiceChannel is identified and documented immediately with countermeasures
Reporting and Analysis: Proactively develop and present regular analytics reports on the customer’s location portfolio performance, including key metrics and improvement recommendations.
Qualifications:
Bachelor’s degree in Facilities Management, Business Administration, or related field
Minimum of 10 years of experience in facility management, with at least 5 years in a senior management role within the retail consumer space.
Strong knowledge of facilities management, best practices, building systems, and relevant regulations.
Excellent leadership, communication, and interpersonal skills.
Proven track record of managing a repair and maintenance budget of at least $20 million USD.
Proven ability to analyze data and make best practice recommendations to the customer or internal teams
Must possess demonstrated ability to be adaptable, coachable and responsive to feedback, and comfortable with change management.
Organizational Skills: Exceptional organizational and time management abilities.
Strong problem-solving and decision-making abilities.
Proficiency in facility management software and tools.
Ability to work in a fast-paced, dynamic environment and manage multiple priorities.
Preferred Skills & Experience :
Proficiency in facilities management software (e.g., ServiceChannel) and customer relationship management (CRM) tools (Salesforce/Gainsight)
Certification in Facilities Management (e.g., IFMA, BIFM) is a plus.
Experience managing enterprise-level retail-to-consumer store portfolios
Working Conditions:
Flexibility: Ability to handle special projects and emergencies; flexible schedule starting at 8 AM EST with occasional evening and weekend work, as well as on-call availability for emergencies
Comfort with Remote Work: This is a completely remote position that requires being comfortable with virtual meetings on camera.
Travel: 20% travel may be necessary
Why Work for Us?Our work environment is dynamic, collaborative, and entrepreneurial - We are firm believers in working to live and not living to work. Don’t get us wrong, we work hard and do what it takes to get the job done, but we value a healthy work/life balance and have a lot of fun along the way. Our company is filled with foodies, music lovers, travelers and sports nuts. We are looking for energetic, positive, creative problem solvers who don’t mind digging in and getting their proverbial hands dirty.In addition to striving to create the best possible environment for our ServiceChannel team members, we also support them outside of work as well through generous medical, dental, and vision insurance, life insurance, 401k with match, a flexible time-off policy, and paid parental leave. Our greatest benefit, however, is our amazing ServiceChannel team!
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Fortive Corporation Overview
Fortive’s essential technology makes the world stronger, safer, and smarter. We accelerate transformation across a broad range of applications including environmental, health and safety compliance, industrial condition monitoring, next-generation product design, and healthcare safety solutions.
We are a global industrial technology innovator with a startup spirit. Our forward-looking companies lead the way in software-powered workflow solutions, data-driven intelligence, AI-powered automation, and other disruptive technologies. We’re a force for progress, working alongside our customers and partners to solve challenges on a global scale, from workplace safety in the most demanding conditions to groundbreaking sustainability solutions.
We are a diverse team 17,000 strong, united by a dynamic, inclusive culture and energized by limitless learning and growth. We use the proven Fortive Business System (FBS) to accelerate our positive impact.
At Fortive, we believe in you. We believe in your potential—your ability to learn, grow, and make a difference.
At Fortive, we believe in us. We believe in the power of people working together to solve problems no one could solve alone.
At Fortive, we believe in growth. We’re honest about what’s working and what isn’t, and we never stop improving and innovating.
Fortive: For you, for us, for growth.
About ServiceChannel
ServiceChannel empowers many of your favorite brands to take care of their brick and mortar locations. Our customers are market leaders in the retail, restaurant, grocery, convenience store, fitness, banking, education and health industries. The facilities and store operations teams at CVS, Trader Joe’s, Adidas, Louis Vuitton and Chipotle, among 500 other brands in over 70+ countries, rely on us to deliver the best possible guest and employee experience. We are the leader in our space, and we continue to earn that position by driving innovation around IOT, AI and data with our software and services.In 2021, we joined the Fortive family of leading technology companies, united by a common purpose to make the world stronger, safer and smarter. Fortive is a Fortune 500 company and has been named by Fortune as one of the world’s most admired companies. Being part of Fortive means we are supported by a strong foundation of business systems, resources and culture, which will accelerate our growth journey!We offer an excellent benefits package including medical, dental, vision, life and LTD insurance, HSA, and a 401(k) retirement plan.
We Are an Equal Opportunity Employer. Fortive Corporation and all Fortive Companies are proud to be equal opportunity employers. We value and encourage diversity and solicit applications from all qualified applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity or expression, or other characteristics protected by law. Fortive and all Fortive Companies are also committed to providing reasonable accommodations for applicants with disabilities. Individuals who need a reasonable accommodation because of a disability for any part of the employment application process, please contact us at applyassistance@fortive.com.
Bonus or Equity
This position is also eligible for bonus as part of the total compensation package.
Pay Range
The salary range for this position (in local currency) is 111,500.00 - 207,100.00
This position is also eligible for bonus as part of the total compensation package.
The salary range for this position (in local currency) is 111,500.00 - 207,100.00
We are an Equal Opportunity Employer
Fortive Corporation and all Fortive Companies are proud to be equal opportunity employers. We value and encourage diversity and solicit applications from all qualified applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity or expression, or other characteristics protected by law. Fortive and all Fortive Companies are also committed to providing reasonable accommodations for applicants with disabilities. Individuals who need a reasonable accommodation because of a disability for any part of the employment application process, please contact us at applyassistance@fortive.com.