Strategic Business Manager/Strategic Program Manager

Day Wireless Systems•Milwaukie, OR

15h•Onsite

About The Position

The Strategic Business Manager owns one or more Strategic or Global Accounts of client organizations with scaled state, national, or global facilities and carries a personal revenue/quota and performance target tied to the account(s) assigned. This role leads a dedicated account team through the full account lifecycle: presale and solution development, design, contracting, and handoff for installation and maintenance, then stays accountable for the account's ongoing health and growth. The account team led by the Strategic Business Program Manager fully represents the customer inside the company. The team develops the account, owns the sales process end to end, and is accountable for the quality and success of everything delivered against it, executing installation and service through the account's engineering and technical staff. The Strategic Business Manager does not simply oversee a sale; they own the customer's outcome from first contact through ongoing delivery. They manage a Team designed to represent the customer through sales, project management, admin and billing, and technical subject matter expertise tailored for the customer. Scope scales with account size and complexity: a single large, complex account may require the Strategic Business Manager's full attention leading one team, while several smaller or less complex accounts may be grouped under one Strategic Business Manager leading multiple account teams. In either case, this role is the client's primary point of contact and the first line of leadership for their account team, reporting directly to the VP, Global & Strategic Accounts.

Requirements

5+ years in strategic/enterprise account management or sales leadership, with a track record of carrying and meeting quota.
Experience managing multi-site or multi-facility client relationships (20+ locations preferred) from sale through delivery.
Experience directly managing a multi-disciplinary team (sales, project management, technical/field coordination roles).
Comfortable owning escalations and coordinating across departments to resolve client-impacting issues.
Familiarity with CRM/ERP and project/service management systems.
Willingness to travel to client sites as required by assigned accounts.

Nice To Haves

Experience in systems integration, security, telecommunications, or a related technical products/services industry preferred.

Responsibilities

Fully represent the customer inside and outside the company: own the account's process, quality, and delivery outcomes from first contact through ongoing service, not just the initial sale.
Carry a personal revenue/quota and performance target across assigned account(s); own forecasting and pipeline accuracy for those accounts.
Own the client relationship at multiple levels for assigned accounts, ensuring the account's strategy aligns with client objectives and company capacity.
Identify and pursue expansion, renewal, and cross-sell opportunities within existing accounts.
Work with leadership and vendor peers for solutions and strategies.
Own the sales process for assigned accounts from opportunity through contracting, including proposal development and pricing decisions within approved authority.
Oversee handoff from contracting into design, installation, and maintenance, ensuring the account team and the account's engineering and technical staff are aligned on scope, schedule, and quality.
Own the quality of everything delivered against the account, working through the Systems Technician and engineering/technical staff to execute installation and service to standard.
Monitor project and service delivery performance against SLA and client expectations for assigned accounts.
Directly manage the Account Executive/Account Manager, Administrator, Project Manager/Coordinator, and Systems Technician assigned to each account team.
Set individual and team performance expectations; coach, develop, and provide day-to-day direction.
Recommend hiring, staffing, and structure changes for account teams as accounts grow or shift in complexity.
Serve as first point of escalation for client, delivery, or internal issues within assigned accounts; resolve directly or engage the appropriate internal team.
Escalate issues beyond this role's authority, cross-departmental blockers, resourcing conflicts, or client-relationship risk to the Director or VP, Global & Strategic Accounts.
Coordinate with other Strategic Business Managers and the dedicated technical delivery team to maintain consistent quality and process across the division.
Provide regular account health, adopted portfolio, total solution targets, pipeline, and delivery status reporting to the Director or VP, Global & Strategic Accounts.
Maintain accurate account and opportunity data in CRM/ERP systems used by the division.
Manage Utilization, AHR (Avg Hourly Rates), Margin, and other assigned leading or lagging indicators.