Director of Enterprise Account Management

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

• As the Director of Enterprise Account Management, you will lead the strategy and execution behind retaining and growing a portfolio of enterprise and strategic client accounts. You will:
• 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.

Requirements

• How Success Is Measured
• Your performance will be evaluated through department and company scorecards, including:
• 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

What You Bring

• We are looking for a confident, collaborative leader who balances strategic thinking with exceptional client relationship management. The ideal candidate will have:
• 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.
• Why City Wide
• At City Wide, your leadership will directly influence the success of key enterprise relationships, the performance of franchise teams, and the continued growth of our business. You will have the opportunity to lead a high-performing team, strengthen strategic client partnerships, and make a measurable impact on retention, growth, and customer experience. C