Strategic Account Manager

Hospitality Staffing Solutions Group Llc•Nashville, TN

1d•$70,000 - $80,000

About The Position

HSS Hospitality Staffing Solutions is recognized as the largest national hospitality staffing company today serving over 900 hotels nationwide. Our commitment to quality in servicing hospitality clients has earned HSS the trust and respect of the best hotel brands in the business. HSS is currently seeking a energetic Strategic Account Manager (SAM) to support our national team. Applicants are expected to travel for this role and can be located in either Nashville, TN or Atlanta, GA. Job purpose The Strategic Account Manager manages the customer relationship for assigned Strategic Accounts. This role is also responsible for the development of strategic plans, and then proactively provides the support and direction necessary to manage and grow customer account revenue and profitability. Responsible for managing response, research and resolution of any assigned customer questions and concerns. Ensures the service delivery meets customer contracted requirements and ultimately establishes the confidence and trust that leads to overall customer satisfaction and retention. Manages the financial performance of assigned accounts and works closely with multiple functions within the company including field operations, support center team, contract management, finance and accounting and other sales representatives and support teams to strategically manage the customer experience. Analyzes KPIs for the accounts assigned to him/her. Develops and implements action plans for areas or regions that are underperforming within each account assigned to this position.

Requirements

3+ years of strategic account management experience or Sales in a business to business environment
Bachelor's degree or equivalent business experience required
Strategic planning
Sales team management & Sales quota
Business to business account management
Customer relationship building
Business operations and organizational relationships
Sales software, CRM/ERP (Salesforce etc.) and related technology
MS Office applications and tools
Clear, concise written and oral communication
Problem solving and conflict management
Interpersonal and cross functional relationship building and engagement that result in positive collectively supported positive outcomes
Hospitality services industry
Travel <70%

Responsibilities

Act as senior point of contact with customers and establishes productive, professional relationships with key personnel in assigned customer accounts
Meets assigned sales quota and expectations for profitability for assigned accounts
Achieve strategic customer objectives defined by company management
Complete strategic customer account plans designed by SAM program leadership
Establish proactive, ongoing contact management program with each echelon of the customer organization, including regional hotels and headquarter levels of the customer organization
Work with and through the company SAM program leadership, field operations, support center, finance and sales teams to deliver service and growth
Conduct Quarterly Business Review (QBR) process with each assigned customer
Submit the QBR agenda, content and report to SAM program leadership
Direct the traffic of information between customer and company operations and other functional departments involved in the rollout of new services, deep and wide and account maintenance activities.
Update customer notes and other information 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 DOMO 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
Be the accountable point person with all rollouts of new polices, information or changes with each assigned customer within portfolio of SAM account
Coordinate senior management involvement with customer as appropriate
Lead solution development efforts that best address customer needs, while coordinating the involvement of Field Ops and Support center.
Identify up sale and cross sell opportunities within an account /portfolio and assist in scheduling and following up on sales calls with other divisions OTS, Janitorial or KBS services
Managed account escalations with Operational leadership and field
Manage regional sales and web leads within SAM account assignment
Additional duties as assigned