Senior Strategic Account Manager

CORE Linen Services•Ontario, CA

9d•$80,000 - $103,000•Onsite

About The Position

Core Linen Services is seeking a Senior Strategic Account Manager (SAM II) to serve as the primary operational business partner between the company and assigned healthcare customers. The role develops customer relationships, improves linen utilization and inventory performance, supports customer retention, identifies operational improvements, and ensures consistent delivery of Core’s service commitments. The SAM II works with hospital leadership, nursing, supply chain, EVS, linen distribution teams, infection prevention teams, and Core operational leaders. The position uses facility engagement, utilization analysis, education, training, and process improvement to deliver measurable results for customers and the company. It combines customer relationship management, operational expertise, inventory management, data analysis, project management, and problem-solving, and includes serving as a subject matter expert and mentoring other account management team members. Success is measured by customer retention, service excellence, linen cost management, inventory optimization, issue resolution, account growth opportunities, and effective implementation of customer initiatives and new business transitions. The role is based in Ontario, California, reports directly to regional leadership, requires local, regional, and national travel as needed, and provides flexible support in a 24/7 healthcare environment.

Requirements

Ability to perform the essential functions of the position satisfactorily, with or without reasonable accommodation.
Ability to manage multiple priorities, projects, and deadlines in a fast-paced healthcare environment.
Professionalism, confidentiality, and a strong customer focus.
Ability to provide flexible support within a 24/7 healthcare environment.
Ability to travel locally, regionally, and nationally as required.

Responsibilities

Serve as the primary customer-facing representative for assigned healthcare accounts and maintain relationships with hospital leadership and other stakeholders.
Conduct routine customer visits and facilitate business reviews covering service performance, utilization trends, action plans, and improvement opportunities.
Represent customer needs within Core Linen Services while balancing company objectives.
Implement and sustain Linen Cost Management programs and best practices; analyze utilization and identify opportunities to reduce linen loss, abuse, overconsumption, and misuse.
Assess facility inventories and recommend adjustments to par levels, distribution practices, and storage locations; lead physical inventory, reconciliation, and loss-reduction efforts.
Partner with plant, transportation, and customer service teams to meet service expectations and address operational challenges.
Develop corrective action plans, support process redesign and linen-flow optimization, and monitor service KPIs.
Deliver customer education and in-service training on linen handling, utilization management, infection prevention, and Core best practices.
Support implementation and compliance with customer-specific linen management programs and coordinate Linen Awareness initiatives.
Support quality assurance programs, investigate quality concerns, coordinate corrective actions, and collaborate with customer Infection Prevention teams on applicable standards and requirements.
Analyze utilization, inventory, billing, service, and operational data; generate reports and recommendations; maintain records; and conduct audits.
Identify opportunities to expand service offerings and product utilization, support contract renewals and retention initiatives, and participate in customer presentations and business reviews.
Lead local customer onboarding, conversions, and implementation; support regional and national account openings; coordinate cross-functional startup teams; and provide post-implementation support.
Serve as a subject matter expert on account management processes, linen utilization programs, and customer service practices; mentor and coach team members and share best practices.
Manage multiple priorities, projects, and deadlines while maintaining professionalism, confidentiality, and customer focus.
Travel locally, regionally, and nationally as required and provide flexible support to customers and operations.