What are the responsibilities and job description for the Strategic Account Manager position at Encompass Onsite?
Strategic Account Manager
Job Summary:
The Strategic Account Manager (SAM) is responsible for building and maintaining long-term, value-driven relationships with key clients. This role focuses on understanding client needs, driving revenue growth, and ensuring customer satisfaction by aligning company solutions with their strategic goals. The SAM serves as the primary point of contact for assigned accounts and collaborates cross-functionally to deliver exceptional service and business outcomes.
Key Responsibilities:
- Develop and maintain strong relationships with key accounts, acting as a trusted advisor.
- Understand client business objectives, challenges, and industry trends to identify opportunities for growth.
- Create and execute strategic account plans to drive revenue, retention, and overall client satisfaction.
- Collaborate with internal teams (sales, marketing, operations, and customer support) to ensure seamless service delivery.
- Meet budgeted gross profit margin dollars & percentage for assigned accounts.
- Negotiate contracts, pricing, and service agreements that align with business goals.
- Analyze account performance, generate reports, and provide insights for continuous improvement.
- Monitor and assist in client billing and collection issues.
- Serve as a client advocate, ensuring their needs and feedback are communicated internally.
- Monitor market trends and competitors to stay ahead of industry changes.
- Identify opportunities for upselling or cross-selling additional products and services.
- Ensure timely resolution of client issues, maintaining high levels of satisfaction and engagement.
- Conduct & coordinate Quarterly Business Reviews (QBR) process with each assigned customer.
- Be the accountable point person with all rollouts of new business with each assigned customer.
- Coordinate senior management involvement with customer as appropriate.
- Assist in scheduling of customer project work as needed.
Qualifications & Skills:
- Bachelor's degree in Business, Marketing, Sales, or a related field (preferred).
- Understand of operations, components of operations and account management processes.
- Proven experience in account management, sales, or business development.
- Facilities and building maintenance services industry.
- Strong relationship-building and negotiation skills.
- Excellent problem-solving, analytical, and strategic thinking abilities.
- Ability to manage multiple accounts and prioritize tasks effectively.
- Strong communication and presentation skills.
- Proficiency in CRM tools (e.g., Salesforce, HubSpot) and Microsoft Office Suite.
- Demonstrated problem solving skills with experience leveraging data to provide business insights and recommendations.
Preferred Experience:
- 5 years of account management, sales, operations or related field experience in a business-to-business environment.
- Experience managing enterprise-level or high-value accounts.
- Track record of exceeding sales targets and client retention goals.
- Sales team management