Strategic Account Manager (Security Systems Division)

Silco•Cincinnati, OH

2d•Onsite

About The Position

The Strategic Account Manager is responsible for developing and maintaining strong relationships with Silco’s largest and most strategic customers. This role serves as the primary owner of the customer relationship, partnering closely with internal departments and local teams to ensure customer expectations are consistently met while supporting the best interests of both the customer and Silco. The Strategic Account Manager will have the authority to coordinate internal resources, resolve challenges, and drive accountability across the organization. With a strong sales mindset, this individual will also identify opportunities to expand existing accounts through additional projects, services, and solutions. Success in this role requires a solid understanding of Silco’s technology, capabilities, and service offerings.

Requirements

Minimum of 3–5 years of account management, sales, or customer relationship management experience, preferably within the security, fire protection, or related industry.
Strong working knowledge of security technologies, systems, and related service offerings.
Demonstrated ability to build, manage, and grow long-term customer relationships while identifying additional sales and service opportunities.
Strong communication, negotiation, organizational, and interpersonal skills with the ability to work effectively across multiple departments and levels of an organization.
Proficiency with Microsoft Office Suite and CRM platforms; Salesforce experience preferred.
Bachelor’s degree in Business, Sales, Marketing, or a related field preferred.
Proactive, detail-oriented, and customer-focused with the ability to manage multiple priorities and follow through on commitments.
Must successfully complete a pre-employment drug screening and background check.
Valid driver’s license and willingness to travel throughout Ohio, Kentucky, and surrounding areas as needed.

Responsibilities

Act as the main point of escalation for assigned clients, developing strong, long-term relationships and overall account strategy.
Conduct regular check-ins with clients to assess satisfaction, identify concerns, and discuss project and service needs.
Proactively address client inquiries and issues, resolving them promptly to ensure client satisfaction.
Act as the customer advocate working with internal departments and senior leadership to ensure their needs and challenges are heard and addressed.
Work with assigned “at risk” accounts to avoid attrition and improve their satisfaction
Identify opportunities for upselling or cross-selling additional services and products.
Bring in other sales teams and remain involved in the process for any sales opportunities outside of your area of expertise.
Negotiate renewal of services to ensure continued service while meeting revenue targets.
Coordinate with the operations to ensure timely and accurate delivery of projects, inspections, service calls, and repairs.
Serve as a liaison between the client and internal departments, communicating schedules, updates, and feedback.
Ensure compliance with industry standards and regulations in all services provided.
Track account performance, analyzing trends in client feedback and financial metrics.
Prepare and present quarterly business reviews to clients, highlighting the value provided, reviewing relevant KPI’s and discussing future project and service enhancements.
Maintain detailed records of all interactions, contracts, quotes, and client activity in Salesforce.
Keep up-to-date with industry trends, regulatory changes, and advancements in fire and security technology.
Meet with and provide insights and feedback to internal teams to improve our relationship, offerings and adapt to client needs.
Bring other members of Silco into the customer to help build and strengthen relationships.
Contribute to strategic planning efforts, helping shape the company’s approach to client retention and expansion.