Strategic Account Manager

Job Description

About KBS

Kellermeyer Bergensons Services (KBS) is the largest privately held provider of facility services in North America, servicing over 2 billion square feet of space daily. We help industry leaders across a wide range of key verticals—including retail, industrial and logistics, healthcare, education, manufacturing, and more—maintain clean, efficient and welcoming spaces that support their operations. As we continue to grow, we’re looking for team members who are dedicated, reliable, and ready to contribute to a culture built on respect, opportunity, and pride in service.

Position Summary

The Strategic Account Manager (SAM) works directly with the Director of Strategic Accounts and/or the Vice President of Strategic Accounts (SAM VP) to ensure that strategic accounts are successful. This position will work closely with customers, leadership, and internal departments to perform required duties and responsibilities. The SAM is responsible for managing the customer relationship and developing strategic plans to manage customer accounts(s). Also works closely with customers to ensure the service delivery meets customer contracted requirements and ultimately established the confidence and trust that leads to overall customer satisfaction and retention. Analyzes the key performance indicators (KPI’s) as defined by the customer and KBS to develop and/or implement action plans for areas that are sub-standard. Grows current business through industrial engineering of clients’ scopes of work, cross-selling and up-selling other services.

SALARY RANGE - $100-120K + incentives

LOCATION - this role is 100% remote with 50% travel Nationwide

Job responsibilities

• Act as senior point of contact with customers and establishes productive, professional relationships with key personnel in assigned customer accounts
• Meet assigned sales quota and expectations for profitability for assigned accounts, independently or in partnership with the Sales team
• Meet budgeted gross profit margin dollars and percentages for assigned accounts
• Achieve strategic customer objectives defined by company management
• Establish proactive, ongoing contact management program with each echelon of the customer organization, including store, district, and regional and headquarter levels of the customer organization
• Monitor and assist with client billing and collection issues
• Conduct Quarterly Business Review (QBR) process with each assigned customer - coordinate the attendees and material to present
• Submit the QBR agenda, content and report prior to the meeting to SAM program leadership
• Direct the traffic of information between customer and company operations and other functional departments involved in rollout and account maintenance activities
• Monitor and audit that the contracted scope of work is being performed according to documented tasks and frequencies.
• Review client-directed processes and procedures or changes to the program and identify financial considerations.
• 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 the Customer Support team address and, or, support, any major concerns or issues in the trends
• Coordinate senior management involvement with customer as appropriate
• Lead solution development efforts that best address customer needs, while coordinating the involvement of all necessary company personnel

Knowledge

• Strategic planning
• Business to business account management
• Customer relationship building
• Business operations and organizational relationships
• Understanding of operations, components of operations, and account management processes
• Sales software, CRM/ERP (Salesforce etc.) and related technology
• Facilities and building maintenance services industry
• Knowledge of MS Office products including experience working with Excel (pivot tables, filtering, etc).

Skills

• Ability to identify and close sales opportunities
• Strong interpersonal and customer service skills
• Excellent written and verbal English communication skills
• Ability to prepare and present oral presentations to leadership and customers
• Strategic planning and execution
• Effective time management and multi-tasking skills with exceptional organization skills
• A self-starter with passion for continual learning and seeking new challenges
• Ability to travel domestically

Experience Required

• 5 years of strategic account management, sales, operation or related field experience in a business-to-business environment
• Experience in the facilities industry - preferably with janitorial services
• Tech savvy and able to able to generate reports and analyze data

Education:

• Bachelor’s degree or equivalent business experience required

Benefits

As a full-time KBS employee (30+ hours per week) you may qualify for benefits including medical, dental, vision, prescription drugs, and more!

• Paid Time Off
• Paid Holidays
• Sick Time
• Life Insurance
• Short Term Disability – Employer paid
• Long Term Disability
• Supplemental Health Insurance (E.G., Accident)
• 401k plan with a match or Non-qualified Deferred Compensation Plan
• Pet Insurance
• PerkSpot Discount Program – discounts on travel, gyms, cell phones, restaurants, auto, apparel & electronics

KBS considers all applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, gender identity, and expression, marital or military status, or based on an individual’s status in any group or class protected by applicable federal, state, or local law. KBS also provides reasonable accommodations to qualified individuals with disabilities in accordance with the Americans with Disabilities Act and applicable state and local law.