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.