Senior Customer Account Manager
The Senior Customer Account Manager will support an integrated customer account management program that serves current and prospective Government tenants. This role is responsible for building and maintaining strong customer relationships, coordinating services across multiple organizations, managing tenant requirements, and ensuring the successful delivery of customer support services. The selected professional will serve as a critical liaison among tenant organizations, service providers, and Government stakeholders while promoting exceptional customer service and operational excellence.
- Establish and maintain customer account plans for assigned tenant organizations.
- Maintain tenant organizational information and key points of contact.
- Identify tenant occupancy status, projected requirements, major concerns, upcoming decisions, and service dependencies.
- Serve as a support point of contact for coordinating tenant inquiries and actions.
- Prepare for and support tenant meetings, including the development of agendas, briefing materials, decision papers, and meeting records.
- Maintain issue, commitment, decision, and action-item tracking logs.
- Track issues through resolution or referral to the responsible Government organization.
- Coordinate tenant requests involving facilities, security, information technology, finance, and other service providers.
- Support tenant onboarding, occupancy changes, expansion activities, contractions, and departures.
- Develop customer communications and service-related materials.
- Support tenant forums, governance meetings, and customer account reviews.
- Conduct Government-approved customer feedback activities.
- Identify recurring service issues and recommend process improvements.
- Provide early warning regarding customer dissatisfaction, schedule risks, funding concerns, and unresolved requirements.
- Promote consistent, high-quality customer interactions across Government organizations.
- Seven (7) years of experience in real estate customer management, account management, occupancy management, or tenant management.
- Experience supporting complex institutional, corporate, or Government customers.
- Demonstrated ability to coordinate services across multiple organizations and stakeholders.
- Strong written communication, briefing development, facilitation, and issue management skills.
Customer account and relationship management expertise.
- Strong stakeholder coordination and cross-functional collaboration skills.
- Excellent written communication, briefing preparation, and facilitation abilities.
- Strong problem-solving and issue management capabilities.
- Experience managing competing priorities and supporting complex service delivery environments.
- Ability to build trusted relationships with diverse customer organizations and stakeholders.