Strategic Account Manager

Position Summary

The SAM works directly with the SAM Director to ensure that strategic accounts are successful. This position will work closely with customers, leadership, and internal departments to perform required duties and responsibilities. The SAM is responsible for managing the customer relationship and developing strategic plans to manage customer accounts(s). Also works closely with customers to ensure the service delivery meets customer contracted requirements and ultimately established the confidence and trust that leads to overall customer satisfaction and retention. Analyzes the key performance indicators (KPI’s) as defined by the customer and KBS to develop and/or implement action plans for areas that are sub-standard. Grows current business through industrial engineering of clients’ scopes of work, cross-selling and up-selling other services.

Essential Duties and Responsibilities

Job responsibilities include but are not limited to:

• Act as senior point of contact with customers and establishes productive, professional relationships with key personnel in assigned customer accounts
• Meet assigned sales quota and expectations for profitability for assigned accounts, independently or in partnership with the Sales team
• Meet budgeted gross profit margin dollars and percentages for assigned accounts
• Achieve strategic customer objectives defined by company management
• Complete strategic customer account plans designed by SAM program leadership
• Establish proactive, ongoing contact management program with each echelon of the customer organization, including store, district, and regional and headquarter levels of the customer organization
• Work with and through the company SAM program leadership, field operations, customer service, finance, accounting, and sales teams to deliver service and growth
• Monitor and assist with client billing and collection issues
• Conduct Quarterly Business Review (QBR) process with each assigned customer
• Coordinate the attendees and material to present
• Submit the QBR agenda, content and report prior to the meeting to SAM program leadership
• Direct the traffic of information between customer and company operations and other functional departments involved in rollout and account maintenance activities
• Update customer notes and other information in related CRM/ERM and other databases as needed (e.g. Salesforce); monitor information in systems for proper response and action
• Review and analyze the weekly Executive reports generated by the Customer Support team address and, or, support, any major concerns or issues in the trends
• Proactively assess, clarify, and validate customer needs and related performance data on an ongoing basis, and communicate trends, opportunities and progress
• Be the accountable point person with all rollouts of new business with each assigned customer
• Coordinate senior management involvement with customer as appropriate
• Lead solution development efforts that best address customer needs, while coordinating the involvement of all necessary company personnel
• Assist the operations team as well as the customer support team in finding new vendors in areas or markets that struggle with vendor coverage
• Assist in scheduling of customer project work as needed

Additional Duties and Responsibilities

• As requested by management team.

Knowledge, Skills and Competencies

Knowledge:

• Understanding of operations, components of operations, and account management processes
• Knowledge of facilities and building maintenance service
• Strategic planning
• Business to business account management
• Customer relationship building
• Business operations and organizational relationships
• Understanding of operations, components of operations, and account management processes
• Sales software, CRM/ERP (Salesforce etc.) and related technology
• Facilities and building maintenance services industry

Skills:

• Ability to identify and close sales opportunities
• Strong interpersonal and customer service skills
• Excellent written and verbal English communication skills
• Ability to prepare and present oral presentations to leadership and customers
• Strategic planning and execution
• Problem solving and conflict management
• Interpersonal and cross functional relationship building and engagement that result in positive collectively supported positive outcomes
• Effective time management and multi-tasking skills with exceptional organization skills
• A self-starter with passion for continual learning and seeking new challenges
• Ability to work under pressure and perform tasks with strict deadlines
• Demonstrated problem-solving skills with experience leveraging data to provide business insights and recommendations
• Methodical driver
• Ability to travel domestically

Competencies:

• Customer focus
• Integrity and trust
• Interpersonal and political savvy
• Presentation skills

Educational Qualifications/Job Experience Requirements

Experience Required:

• 5 years of strategic account management, sales, operation or related field
• Experience in a business-to-business environment

Education:

• Bachelor's degree or equivalent business experience required

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