Director of Account Management (Hines@Facebook)

When you join Hines, you will work alongside innovative leaders who set the standards responsible for our reputation as an industry leader today, and you’ll be a part of shaping our future in the years to come.

As a Director of Account Management for Hines at Facebook, you will facilitate the day-to-day relationship between Hines and Facebook, acting as a trusted advisor and strategic thought leader to efficiently grow to scale as the business expands. You will ensure alignment between the account organization and other disciplines (e.g., Facilities, Property & Engineering) within Hines both internally and externally to ensure the delivery of best-in-class operations. This is accomplished by providing direction and oversight to individuals and account teams to comprehensively manage the fulfillment of Hines’ commitment to Facebook. You will to develop and foster senior level client relations as part of creating and presenting annual strategic plans that ultimately improve the client’s business, utilizing the full breadth of services and the broader capabilities of Hines.

Responsibilities include, but are not limited to:

Contract Management and Governance

• Accountable for financial performance of the Client’s “spend”
• Ensures fulfillment of vendor contracts as agent for the client, and sets the tone and culture for the way Hines delivers services
• Engages Hines senior executive involvement on a regular basis to leverage the broader Hines expertise as part of delivering an integrated set of services
• Regularly engages Hines Central Operations and Engineering Services (COES) involvement to support the client objectives as part of delivering an integrated set of services

Client Relationship Management & Development

• Manages the client relationship, acting as a trusted advisor and strategic thought leader to meet and exceed the client’s expectations
• Demonstrates credibility, integrity, and thought leadership, influencing business outcomes
• Manages enterprise wide client relationships at senior levels, while acting as an extension of the client’s executive management team as necessary
• Creates alignment between client needs & organizational delivery
• Manages issue escalation and conflict resolution

Strategic Planning & Value Creation: Account Growth

• Acts as an expert in client’s business, culture and strategy by pro-actively contributing to the improvement of the service delivery
• Supports execution of client’s business through the development and execution of an Account Business Plan and Operating Budget
• Influences the client’s planning and budgeting process to enhance value and optimize performance
• Represents the client’s best interests externally to the market and community
• Strategic interpreter of needs and identifier of new value-added services
• Accommodates, plans, integrates portfolio expansion & contraction
• Ensures the successful management of scope expansion & renewal activities
• Establishes and executes resource & talent strategy

Service Delivery Integration and Assurance

• Acts as single point of contact for communication to and from the senior client representative
• Acts as team leader and is responsible for provision of all services that touch the client; manage escalation process and business changes that impact service delivery
• Maintains effective communication on significant matters with and between all functional areas of the account team and the service delivery team

Minimum Requirements include:

• Bachelor's degree or equivalent from an accredited institution
• Fifteen or more years of related Integrated Facilities management experience
• Experience acting as highest level relationship owner to a large client
• Possess high Emotional Intelligence (EI)
• Manages in a diverse and dynamic environment with cross/multi regional responsibilities
• High level of personal credibility, integrity, client relationship management, networking, collaboration and interpersonal skills
• Demonstrated track record in the development & implementation of strategic plans
• Exceptional collaboration and persuasive skills / consultative skills and ability to prioritize
• Understanding of contracts and commercial FM models in the market
• Strong communication and presentation skills, and industry knowledge and trends
• Interprets and manages risk, and delivers results
• Ability to work effectively in an environment of ambiguity & constant change
• Advanced knowledge of Microsoft Office Word and Excel