Strategic Account Manager - Financial Services

Position Summary

The Strategic Account Manager (SAM) – Financial Services is a cross-functional leadership position that works directly with the Director of Strategic Accounts and the Vice President of Strategic Accounts (SAM VP) to ensure that strategic accounts are successful. This position will work closely with a large-scale financial services client, KBS leadership, and internal departments on successful management and execution of the client facility services program. This senior level position is responsible for managing the customer relationship and developing strategic plans that ensure customer success and deliver the financial and growth goals for the account. This position serves as the primary relationship contact for the customer, working closely with them to ensure service delivery meets customer contracted requirements and ultimately establishes 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 at the account

·       Understands the scope of work for financial services organization, translates that scope into priorities for the operational teams, monitors those KPIs and drives action plans as required  

·       Meet assigned sales quota and expectations for profitability for assigned accounts, independently or in partnership with the Sales and Operations team

·       Meet budgeted gross profit margin dollars and percentages for assigned accounts in partnership with the Operations team

·       Achieve strategic customer objectives defined by company management

·       Complete strategic customer account plan and maintain on a quarterly basis

·       Establish proactive, ongoing contact management program with each echelon of the customer organization, including site, 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

·       Review client-directed processes and procedures or changes to the program and identify financial considerations.

·       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 within the account

·       Lead solution development efforts that best address customer needs, while coordinating the involvement of all necessary company personnel

Additional Duties and Responsibilities

As requested by management team.

Knowledge, Skills and Competencies

Knowledge:

·       Knowledge of facilities and building maintenance service for financial services industry

·       Understanding of account management processes and components of facility operations

·       Strategic planning

·       Customer relationship building

·       Business operations and organizational relationships

·       CRM/ERP (Salesforce etc.) software and related technology

·       Knowledge of MS Office products including experience working with Excel (pivot tables, filtering, etc).

Skills:

·       Financial Services industry experience

·       Interpersonal and cross functional relationship building and engagement that result in positive collectively supported outcomes

·       Ability to identify and drive account growth

·       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

·       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:

·       10 years of strategic account management, sales, or related experience in the financial services industry

Education:

·       Bachelor's degree or equivalent business experience required