Enterprise Client Manager

Enterprise Client Manager

SOLID Surface Care is an industry leader in surface care, maintenance, and restoration for commercial facilities. Backed by private equity and executing an active M&A growth strategy, SOLID partners with some of the world's most recognizable enterprises to protect and maintain their facilities at scale. As SOLID's customer base grows, the company is investing in dedicated account leadership to deepen relationships, drive penetration, and expand the value delivered to its largest clients.

Role Summary

The Enterprise Client Manager is a newly created, relationship-first role within SOLID's Strategic Accounts team. Reporting directly to the Chief Revenue Officer, this individual will inherit a portfolio of existing high-value enterprise accounts and take primary ownership of those relationships — allowing SOLID's senior executives to transition from day-to-day account management into executive sponsor roles.

This is a farmer-designated role. Success is defined not by new logo acquisition, but by the depth of relationships built, the breadth of services expanded, and the consistent revenue growth generated within an existing portfolio. The initial portfolio will include Wells Fargo, Bank of America, and Christian Dior, with additional accounts likely to be added over time.

The ideal candidate is a polished, executive-level relationship builder who is equally comfortable in a boardroom and a branch location — someone who earns trust with senior customer stakeholders, removes friction from service delivery, and systematically identifies and closes expansion opportunities within their accounts.

Key Responsibilities

1. Account Relationship Ownership & Executive Transition

The foundational responsibility of this role is to inherit active account relationships from SOLID senior executives and establish new primary relationships with key decision-makers at each portfolio account — without disrupting service continuity or putting existing revenue at risk.

• Take primary relationship ownership of assigned portfolio accounts, becoming the day-to-day point of contact for senior stakeholders at each client organization.

• Build trust and credibility with executive-level buyers, facilities leaders, and procurement contacts across each account through consistent, high-quality communication and follow-through.

• Facilitate a structured and deliberate transition process that repositions SOLID's senior executives as executive sponsors while ensuring continuity of service and relationship quality throughout.

• Establish a regular executive-level meeting cadence with each portfolio account to review performance, surface opportunities, and deepen SOLID's strategic alignment with the client's goals.

• Act as the internal advocate for portfolio accounts — escalating service issues, coordinating cross-functional responses, and ensuring that customer-facing execution consistently reflects SOLID's standards.

2. Market Share Expansion — Geographic & Location Growth

Within each account, SOLID may currently service only a subset of the client's total facility footprint. This workstream is focused on systematically identifying and converting un-serviced locations into active SOLID clients.

• Map the full facility footprint of each portfolio account — including retail locations, administrative offices, corporate campuses, and any other relevant property types — to identify locations not currently serviced by SOLID.

• Develop and execute account-specific expansion plans to grow the number of active service locations within each client's portfolio.

• Engage appropriate stakeholders at the client organization (facilities management, procurement, regional operations) to facilitate location-level approvals and onboarding.

• Track and report location-level coverage metrics for each account, establishing a clear view of penetration rate and whitespace opportunity.

3. Wallet Share Expansion — Product Line Penetration

SOLID offers a broad range of surface care solutions. Many existing accounts are receiving only a subset of the services available. This workstream drives penetration of SOLID's full product and service portfolio within each assigned account.

• Conduct a systematic service audit of each portfolio account to identify which SOLID offerings are active at each location and which represent expansion opportunities.

• Develop account-specific product expansion plans with the goal of achieving 100% service line penetration across all active locations within each account.

• Partner with SOLID's service delivery and operations teams to introduce new offerings in a sequenced, low-friction manner that fits within existing maintenance programs.

• Build and maintain an account-level view of current vs. potential wallet share to support forecasting and quarterly business reviews.

4. Scope Expansion — Maintenance Frequency & Contract Depth

Beyond adding locations and services, a meaningful growth lever is increasing the frequency and depth of SOLID's applications within existing maintenance contracts. This workstream is focused on expanding the scope of active agreements.

• Review existing maintenance contracts across the portfolio to identify opportunities to increase application frequency, expand surface types covered, or add complementary services to existing scopes of work.

• Work with SOLID's operations and service delivery teams to model the customer value case for increased frequency — framing expanded scope as a quality and asset-preservation investment for the client.

• Lead contract expansion conversations with client stakeholders, partnering with SOLID leadership as needed to close scope additions.

• Track contract depth metrics (applications per location per period) alongside revenue metrics to demonstrate the relationship between frequency expansion and portfolio growth.

5. Customer-Facing Execution & Communication Excellence

This role sets the standard for how SOLID shows up for its most important clients. The Enterprise Client Manager is expected to be action-oriented, detail-driven, and relentlessly focused on ensuring that the customer experience matches the expectations of enterprise-level relationships.

• Own the quality and timeliness of all customer-facing communication for assigned accounts — including service updates, escalation responses, business review materials, and expansion proposals.

• Develop and deliver quarterly business reviews (QBRs) for each portfolio account, providing a clear view of performance, value delivered, and forward-looking growth plans.

• Proactively identify and resolve service delivery issues before they escalate, coordinating internally to ensure rapid resolution and client communication.

• Maintain organized, current account documentation including stakeholder maps, service histories, expansion tracking, and relationship notes in SOLID's CRM.

Key Qualifications

• 7 years of experience in enterprise account management, strategic accounts, or a similar client-facing role — with a demonstrated track record of growing revenue within an existing book of business.

• Experience managing relationships at the executive level within large, complex organizations; comfortable engaging VP, SVP, and C-suite stakeholders as primary points of contact.

• Proven ability to inherit existing relationships and successfully transition them — earning trust with new contacts while maintaining continuity of service and business.

• Strong commercial instinct: able to identify expansion opportunities within accounts and develop and execute structured plans to convert them.

• Action-oriented with exceptional follow-through — known for closing loops, resolving issues quickly, and holding themselves and SOLID accountable to high standards of client service.

• Experience in B2B services — facilities management, commercial services, or similar field-based service businesses strongly preferred.

• Proficiency in CRM platforms (Salesforce preferred) for account documentation, pipeline tracking, and reporting.

• Experience in a private equity-backed, growth-stage organization preferred.

• Exceptional written and verbal communication skills, including experience preparing and delivering executive-level business reviews and presentations.

About the Opportunity

This role represents a unique opportunity for a relationship-driven commercial leader to own and grow a portfolio of marquee enterprise accounts at a company with significant momentum and a clear growth strategy. With direct access to the CRO and a mandate to deepen SOLID's most strategic client relationships, the Enterprise Client Manager will play a central role in SOLID's next chapter of scale.