Key Account & Deficiency Manager

Silco•Dayton, OH

18h•Onsite

About The Position

Silco Fire & Security is seeking an experienced Key Account and Deficiency Manager. The Key Account & Deficiency Manager will play a dual role in overseeing high-value client relationships while ensuring compliance and addressing deficiencies within account management. This position combines the strategic responsibility of managing key accounts with the critical task of identifying, addressing, selling, and resolving any deficiencies in service, performance, or documentation.

Requirements

2+ years of experience in account management, customer service, or a related field.
Strong knowledge of deficiency management, compliance, and process improvement.
Proven ability to manage and grow key accounts, with a focus on customer satisfaction and retention.
Excellent communication and problem-solving skills.
Ability to work cross-functionally and manage multiple priorities.
Detail-oriented with strong organizational skills.

Responsibilities

Serve as the primary point of contact for assigned key accounts, cultivating long-term relationships and ensuring customer satisfaction.
Develop and implement tailored account strategies to drive client retention, satisfaction, and growth.
Monitor and assess client needs, aligning solutions to improve operational efficiencies and enhance service delivery.
Collaborate with internal teams to coordinate account activities, ensuring alignment with client expectations.
Provide regular updates and reporting to clients on key performance indicators, milestones, and deliverables.
Conduct quarterly business reviews with key accounts, identifying opportunities for expansion and improvement.
Identify, track, and analyze deficiencies in service delivery, product quality, documentation, or compliance as they arise.
Work closely with internal teams to investigate, resolve, and prevent issues that negatively impact client relationships or internal processes.
Implement corrective actions and process improvements to eliminate recurring deficiencies.
Responsible for quoting repairs to correct deficiencies found from inspections and following up to obtain approval for the repairs.
Conduct thorough audits and assessments to ensure all key accounts are in full compliance with industry regulations, internal standards, and client requirements.
Prepare and present reports on deficiency trends, highlighting key risks and mitigation plans.
Serve as a liaison between the client and internal stakeholders to communicate any deficiencies and resolution timelines.
Collaborate with Sales, Customer Service, Operations, and Compliance teams to ensure seamless communication and client service.
Provide insights and feedback from clients to product development, marketing, and operations teams to improve offerings and address market needs.
Actively contribute to team meetings, offering solutions and strategies to enhance account management and deficiency resolution processes.
Other duties assigned by direct supervisor or department manager.