Director, Strategic Account Management

Kellermeyer Bergensons Services•Oceanside, CA

1d•Remote

About The Position

Manages and leads group of Strategic Account Managers in customer engagement and retention for assigned group of customer accounts. Works with team members to ensure strategic plans and other processes are followed for their assigned accounts. Drives the attainment of the group’s financial performances. Manages and supports SAMs with customer escalations and new opportunities. Ensures proper engagement with customers and ongoing partnering with internal departments and functions to provide ongoing customer support and overall customer satisfaction. Hires, trains and develops staff in the obtainment of their individual performance.

Requirements

Strategic planning
Sales team management
Business to business account management
Customer relationship building
MS Office applications and tools
Facilities and building maintenance services industry
Training and development of others
Clear, concise written and oral communication
Group strategic planning and execution
Problem solving and conflict management
10 years of strategic account management experience in a business to business environment
2 years’ experience successful leading and or managing related sales team performance
Experience in a service related industry – preferably janitorial/facilities
Sales software, CRM/ERP (Salesforce etc.) and related technology
Bachelor's degree or equivalent business experience required

Responsibilities

Demonstrate by example and guide team in customer engagement and retention activities and best practices
Lead the SAM group in the attainment of assigned sales quotas and expectations for profitability
Drive team’s strategic development of customer account plans
Endure proactive, ongoing contact management programs are established with each echelon of the customer organization, including store, district, and regional and headquarter levels of the customer organization
Guide team to work with and through the company SAM program leadership, field operations, customer service, finance and sales teams to deliver service and growth
Drive the Quarterly Business Review (QBR) process with team
Help lead the team in managing and directing the traffic of information between customer and company operations and other functional departments involved in rollout and account maintenance activities
Ensure customer notes and other information is maintained and updated Realtime in related CRM/ERM and other databases as needed (e.g. Salesforce); monitor information in systems for proper response and action
Review and analyze the weekly Executive reports generated by the Customer Support team address and, or, support, any major concerns or issues in the trends
Proactively assess, clarify, and validate customer needs and related performance data on an ongoing basis, and communicate trends, opportunities and progress
Drive accountability for all rollouts of new business with each assigned customer
Support the operations team as well as the customer support team in finding new vendors in areas or markets that struggle with vendor coverage
Oversee the scheduling of customer project work as needed