Account Director

San Francisco, CA, United States

Overview When you join Hines, you will embark on a career journey fueled by vision and guided by leaders who set the standards of our industry. Our legacy is rooted in innovation and excellence, earning us a spot on Fast Company’s esteemed annual list of the World’s Most Innovative Companies for 2024. Discover endless opportunities to grow and make your mark at Hines.

Responsibilities As a Director of Account Management with Hines, you will facilitate the day-to-day relationship between Hines and the client, acting as a trusted advisor and strategic thought leader to efficiently grow to scale as the business expands. The Account Director 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 the account team to comprehensively manage the fulfillment of Hines’ commitment to the client. The Account Director is required 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. Resposibilities include but are not limited to:

Contract Management and Governance Accountable for financial performance of the Client’s “spend”

Ensures fulfillment of vendor contracts, 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 FM Platform and 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

Qualifications Minimum Requirements include:

Bachelor's degree in business administration, management, finance 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

Experience managing client relationships

Experience developing and managing significant OPEX and CAPEX budgets

Experience mentoring others, building, leading and mentoring teams

Possess high Emotional Intelligence (EQi)

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

Compensation: $190,000 - $210,000

Closing At Hines, we strive for excellence as a leading global real estate investment manager, driven by our by our belief that real estate is fundamentally about people. Our diverse portfolio spans $93.2 billion¹ of assets across such property types as living, office, retail, mixed-use, logistics and life science projects – all designed to enhance value, connection and inspiration. Our strategic approach integrates local expertise with global knowledge, taking calculated risks aligned with our convictions to exceed expectations and tailor solutions to our clients' needs.

While our projects are renowned for enhancing cities and pioneering sustainable practices, we recognize that the true driving force behind Hines' success is our 5,000 dedicated employees in 30 countries who draw on our 65-year history to build the world forward. This is why we prioritize investing in our people, offering comprehensive training, competitive compensation, robust benefits and generous vacation packages. By centering our focus on the growth and wellbeing of our team, we cultivate an inclusive environment where everyone, including our clients, can thrive.

Hines is proud to be named to Fast Company’s prestigious annual list of the World’s Most Innovative Companies for 2024. ¹Includes both the global Hines organization and RIA AUM as of December 31, 2023.

We are an equal opportunity employer and support workforce diversity. Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

No calls or emails from third parties at this time please.

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