Strategic Account Manager

Strategic Account Manager

Job Summary:

The Strategic Account Manager (SAM) plays a critical role in fostering long-term client relationships, ensuring contract retention, and identifying opportunities for expansion. This role focuses on managing key customer accounts, enhancing service delivery, and collaborating cross-functionally to drive customer satisfaction and revenue growth.

Key Responsibilities:

Client Relationship & Business Growth:

• Act as the primary point of contact for key accounts, developing strong, long-term client relationships.
• Understand client operational challenges and tailor facilities maintenance and cleaning solutions to meet their needs.
• Identify and implement opportunities to expand service offerings, including HVAC, electrical, plumbing, preventative maintenance, and emergency repairs and other Commercial Cleaning for new areas.
• Prepare and conduct regular business reviews and site visits to assess service quality and address client concerns.
• Negotiate contracts, pricing, and service agreements that align with both client needs and business objectives.

Operational Coordination & Service Excellence:

• Monitor quality control, working closely with operations, site managers, and service technicians to ensure efficient and high-quality facility maintenance and cleaning services.
• Develop and manage service schedules, preventive maintenance plans, and compliance with industry standards, per client’s request in partnership with Operations
• Address and resolve client issues promptly to maintain service satisfaction and performance excellence.

• Collaborate with internal teams to implement the best practices and cost-saving measures for clients.

Issue Resolution & Continuous Improvement

• Act as an escalation point for client concerns and service issues, ensuring timely resolution.
• Work with finance and billing teams to address contract discrepancies and ensure smooth invoice processes.
• Contribute to process improvement initiatives that enhance customer satisfaction and operational efficiency.

Performance Tracking & Reporting:

• Analyze account performance using KPIs, client feedback, and service reports to drive continuous improvement.
• Provide data-driven insights and recommendations for optimizing facility maintenance and janitorial services.
• Utilize CRM and internal software to track interactions, contracts, and service history.

Industry & Market Awareness:

• Stay up to date on facilities maintenance and cleaning industry trends, including new technologies, sustainability initiatives, and regulatory compliance.
• Identify opportunities to introduce energy efficiency programs, predictive maintenance, and smart building solutions.
• Monitor competitor activity and market shifts to maintain a competitive edge.

Qualifications & Skills:

• Bachelor’s degree in business, Facilities Management, or a related field (preferred).
• 3-5 years of experience in account management, sales, or client services within facilities maintenance, commercial cleaning, or building services.
• Strong relationship-building and negotiation skills.
• Knowledge of building maintenance, janitorial services, and regulatory compliance (OSHA, EPA, etc.).
• Experience managing multi-site or national accounts is a plus.
• Ability to analyze service data, optimize processes, and drive operational efficiencies.
• Excellent problem-solving, communication, and presentation skills.
• Proficiency in CRM tools (e.g., Salesforce, HubSpot) and Microsoft Office Suite.