Strategic Account Manager
Onsite Role
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:
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Act as the primary point of contact for key accounts, developing strong, long-term client relationships.
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Understand client operational challenges and tailor facilities maintenance and cleaning solutions to meet their needs.
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Identify and implement opportunities to expand service offerings, including HVAC, electrical, plumbing, preventative maintenance, and emergency repairs and other Commercial Cleaning for new areas.
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Prepare and conduct regular business reviews and site visits to assess service quality and address client concerns.
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Negotiate contracts, pricing, and service agreements that align with both client needs and business objectives.
Operational Coordination & Service Excellence:
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Monitor quality control, working closely with operations, site managers, and service technicians to ensure efficient and high-quality facility maintenance and cleaning services.
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Develop and manage service schedules, preventive maintenance plans, and compliance with industry standards, per client’s request in partnership with Operations
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Address and resolve client issues promptly to maintain service satisfaction and performance excellence.
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Collaborate with internal teams to implement the best practices and cost-saving measures for clients.
Issue Resolution & Continuous Improvement
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Act as an escalation point for client concerns and service issues, ensuring timely resolution.
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Work with finance and billing teams to address contract discrepancies and ensure smooth invoice processes.
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Contribute to process improvement initiatives that enhance customer satisfaction and operational efficiency.
Performance Tracking & Reporting:
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Analyze account performance using KPIs, client feedback, and service reports to drive continuous improvement.
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Provide data-driven insights and recommendations for optimizing facility maintenance and janitorial services.
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Utilize CRM and internal software to track interactions, contracts, and service history.
Industry & Market Awareness:
