Director, Strategic Account Management

Director, Strategic Account Management

Position Summary

Manages and leads group of Strategic Account Managers in customer engagement and retention for

assigned group of customer accounts. Works with team members to ensure strategic plans and other

processes are followed for their assigned accounts. Drives the attainment of the group’s financial performances.

Manages and supports SAMs with customer escalations and new opportunities. Ensures proper engagement

with customers and ongoing partnering with internal departments and functions to provide ongoing

customer support and overall customer satisfaction. Hires, trains and develops staff in the obtainment

of their individual performance.

100% Remote role anywhere in the U.S.

50% Nationwide Travel

Duties and Responsibilities

• Demonstrate by example and guide team in customer engagement and retention activities and

best practices

• Lead the SAM group in the attainment of assigned sales quotas and expectations for profitability

• Drive team’s strategic development of customer account plans

• Endure proactive, ongoing contact management programs are established with each echelon of

the customer organization, including store, district, and regional and headquarter levels of the

customer organization

• Guide team to work with and through the company SAM program leadership, field operations,

customer service, finance and sales teams to deliver service and growth

• Drive the Quarterly Business Review (QBR) process with team

• Help lead the team in managing and directing the traffic of information between customer and

company operations and other functional departments involved in rollout and account

maintenance activities

• Ensure customer notes and other information is maintained and updated Realtime 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

• Drive accountability for all rollouts of new business with each assigned customer

• Support the operations team as well as the customer support team in finding new vendors in

areas or markets that struggle with vendor coverage

• Oversee the scheduling of customer project work as needed

Knowledge, Skills and Competencies

• Strategic planning

• Sales team management

• Business to business account management

• Customer relationship building

• MS Office applications and tools

• Facilities and building maintenance services industry

• Training and development of others

• Clear, concise written and oral communication

• Group strategic planning and execution

• Problem solving and conflict management

Experience Requirements

• 10 years of strategic account management experience in a business to business environment
• 2 years’ experience successful leading and or managing related sales team performance
• Experience in a service related industry – preferably janitorial/facilities
• Sales software, CRM/ERP (Salesforce etc.) and related technology

Education:

• Bachelor's degree or equivalent business experience required