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.
Skills Required
- 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, including OSHA and EPA requirements
- Ability to analyze service data, optimize processes, and drive operational efficiencies
- Excellent problem-solving, communication, and presentation skills
- Proficiency in CRM tools such as Salesforce or HubSpot and Microsoft Office Suite
- Bachelor's degree in business, Facilities Management, or a related field
- Experience managing multi-site or national accounts
What We Do
We are redefining and elevating the role of facility professionals in the modern world. Established in 2004, Encompass delivers award-winning facility services to building operators with any facility makeup. Our unique combination of top facility professionals empowered by our proprietary and industry leading technology delivers a higher standard of facility management for our customers.
Why Work With Us
Encompass is a company that leads with it's values, and it's at the forefront of everything that we do. Diversity and Inclusion isn’t just a check box for us, it is something that is built into the fabric of who we are. From our leadership team on down, diversity of race/gender and thought is our competitive advantage.
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