Account Manager

The Account Manager is responsible for developing, maintaining, and administering policies and procedures, customer service, and client retention, specifically for the transition and onboarding of a new account. The Account Manager ensures an adequately staffed and trained team and assists in directing their activities. The Account Manager also coordinates all transitional processes between the sale and startup of a new account. 

The Account Manager provides exemplary service consistent with the Castle Group's values and mission. They perform all responsibilities while demonstrating outstanding customer service skills as a representative of Castle Royal Service. 

ESSENTIAL RESPONSIBILITIES: (May include some or all of the following as applicable) 

• Assesses property conditions and tailors action list items based on inspection results and recommendations from the Board. 

• Communicates and facilitates the successful exchange of information to/from attorneys, management companies, insurance agents, and Board members to ensure a smooth transition. 

• Implements and creates Castle Group’s culture, standards, and core values for new and existing sites.  Standards include spec sheets, contract renewal spreadsheets, APC, etc. 

• Complete weekly reports to communicate the transition status of a new account. 

• Train the onsite team on Castle Procedures and Systems, including but not limited to safety and Royal Services procedures. 

• Conducts and facilitates meetings and presentations for Board members and staff. 

• Participate in weekly communications of new accounts with the Transition Team and hand off calls, execute the transition checklist 

• Audits all contractual (Operation) promises made to clients. 

• Acts as interim property manager for any other staff openings and participates in the talent acquisition cycle when needed. 

• Assists with the Roadmap Presentation to a Board of Directors 

• Obtains Signatures on all documents pertaining to the start-up of accounts. Ability to explain what each document pertains to.  

• Obtains inventories and records from prior management.   

• During the transition to manage the association effectively 

• Conducts a transition meeting with the manager of a new association. DSG accounts? 

• Conduct Quality Assurance inspections at the beginning of the new account and on current accounts as needed. 

• Take pictures of Association assets 

• Reviews all on-site forms (ARC, Sales & Leasing, etc.) and advises the Transition Team when they have made the necessary changes. 

• Assists the Transition Team with filling out the Frequently Asked Questions (FAQs) for a new association. 

• Conducts the inventory of records with the support of the Transition Team 

• Conducts the post-transition summary for the Board President 

• Conduct town hall, auto pay events, Board and Resident training 

• In the absence of new account starts, they may be required to support open region vacancies, train site staff, and assist with special projects.   

• Other duties and responsibilities as assigned by the Vice President or Regional President. 

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. 

Education/Training/Certifications/Licenses:  

• An active CAM License is required 

• High command of Castle systems, processes, and procedures.  

• Must have a minimum of 1 year of Castle experience to be considered for the role.  

• Conducting presentations/meetings in front of board members and property managers will be required occasionally.  

• Time management skills, ability to manage competing priorities 

• Ability to evaluate site situation, provide regional leadership recommendations, and execute accordingly ( part of the saving strategy – add to responsibilities). 

• Intermediate command of computer hardware/software, specifically Microsoft Office Suite. 

 Knowledge & Skills: 

• Strong customer service, communication, and interpersonal skills to help create effective customer-focused relationships with all levels within the organization. 

• Superb critical thinking and solution-driven mentality with the ability to perform in high-pressure situations. 

• Ability to work under tight deadlines, use time effectively based on key priorities and delegate when appropriate.  

• Ability to collaborate with different team members in the organization and adapt to a rapidly changing environment. 

• Excellent verbal and written communication skills through the ability to communicate, receive, and exchange ideas and information by means of spoken and written.  

• Excellent interpersonal and conflict resolution skills. 

• Ability to act with integrity, professionalism, and confidentiality. 

Computer literacy:  

•   High command of computer hardware/software is required. Specifically, intermediate to advance knowledge of Microsoft Windows, Word, Excel, Power Point and Outlook.   

 Travel and availability requirements:  

• Able to travel long distances on a regular basis to different locations in their region and act as an additional resource in other regions.
• Ability to work extended hours and weekends based on project requirement.
• Ability to respond to emergencies in a timely manner, 24-7.
• Some over-night travel may be necessary.  

Physical Requirements:    

The physical demands described here are representative of those that an employee must meet to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform these functions. 

• Able to work under pressure, maintain composure, and utilize good judgment during emergency/difficult and stressful situations. 
• Ability to lift 30lbs. following appropriate safety procedures.   
• Ability to: 
  • work in different environmental working conditions (e.g., heat, cold, wind, rain).  
  • Walk and climb stairs.  
  • Handle, grasp, and feel objects and equipment.  
  • Reach with hands and arms.  
• Extensive use of fingers for typing and visual use of the computer monitor.  
• Ability to quickly and easily navigate property/buildings are required to meet the job functions.  
• Repeat various motions with wrists, hands, and fingers.  
• Ability to detect auditory and visual emergency alarms.  
• Ability to hear, understand, and respond appropriately to verbal requests made in person and over the telephone. 
• Visual ability correctable to 20/20. 
• Ability to respond verbally in an understandable, professional manner in person and over the telephone. 
• This position requires frequent travel, more than 50% travel. Most travel is inside the local area. 
• Overnight travel or travel by plane on occasion may be required between 25% - 50% of the time. 
• Ability to work extended hours and weekends if needed. 
• The position may require a valid Driver’s License. 

EQUAL EMPLOYMENT OPPORTUNITY 

Castle is an equal-opportunity employer and prohibits discrimination and harassment of any kind. All employment decisions are based on qualifications, merit, and business needs without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, or any other protected status under federal, state, or local laws. 

DISCLAIMER 

This job description is intended to convey information essential to understanding the scope of the position and is not exhaustive. Duties, responsibilities, and activities may change or be supplemented at any time based on organizational needs. In addition, management has the right to change any portion of this job description at any time and for any reason.