Strategic Account Manager

Encompass Onsite•Fort Lauderdale, FL

14h

About The Position

The Strategic Account Manager (SAM) plays a critical role in fostering long-term client relationships, ensuring contract retention, and identifying opportunities for expansion. This role focuses on managing key customer accounts, enhancing service delivery, and collaborating cross-functionally to drive customer satisfaction and revenue growth.

Requirements

3-5 years of experience in account management, sales, or client services within facilities maintenance, commercial cleaning, or building services.
Strong relationship-building and negotiation skills.
Knowledge of building maintenance, janitorial services, and regulatory compliance (OSHA, EPA, etc.).
Ability to analyze service data, optimize processes, and drive operational efficiencies.
Excellent problem-solving, communication, and presentation skills.
Proficiency in CRM tools (e.g., Salesforce, HubSpot) and Microsoft Office Suite.

Nice To Haves

Bachelor’s degree in business, Facilities Management, or a related field (preferred).
Experience managing multi-site or national accounts is a plus.

Responsibilities

Act as the primary point of contact for key accounts, developing strong, long-term client relationships.
Understand client operational challenges and tailor facilities maintenance and cleaning solutions to meet their needs.
Identify and implement opportunities to expand service offerings, including HVAC, electrical, plumbing, preventative maintenance, and emergency repairs and other Commercial Cleaning for new areas.
Prepare and conduct regular business reviews and site visits to assess service quality and address client concerns.
Negotiate contracts, pricing, and service agreements that align with both client needs and business objectives.
Monitor quality control, working closely with operations, site managers, and service technicians to ensure efficient and high-quality facility maintenance and cleaning services.
Develop and manage service schedules, preventive maintenance plans, and compliance with industry standards, per client’s request in partnership with Operations
Address and resolve client issues promptly to maintain service satisfaction and performance excellence.
Collaborate with internal teams to implement the best practices and cost-saving measures for clients.
Act as an escalation point for client concerns and service issues, ensuring timely resolution.
Work with finance and billing teams to address contract discrepancies and ensure smooth invoice processes.
Contribute to process improvement initiatives that enhance customer satisfaction and operational efficiency.
Analyze account performance using KPIs, client feedback, and service reports to drive continuous improvement.
Provide data-driven insights and recommendations for optimizing facility maintenance and janitorial services.
Utilize CRM and internal software to track interactions, contracts, and service history.
Stay up to date on facilities maintenance and cleaning industry trends, including new technologies, sustainability initiatives, and regulatory compliance.
Identify opportunities to introduce energy efficiency programs, predictive maintenance, and smart building solutions.
Monitor competitor activity and market shifts to maintain a competitive edge.