Strategic Account Manager

Job Description for Strategic Account Manager - National

The Strategic Account Manager (SAM) is the primary Smart Care contact for key Food Service Aggregators and Facility Service Aggregators and is responsible for making sure customer needs are being met driving retention and growth. This person will build long-lasting, mutually beneficial relationships with their contacts, always striving to find the services which best fit the needs of the customer. This role excels at proactive communication with internal departments and external customers and works cross-functionally across Smart Care and its affiliate companies to ensure customer issues are being addressed and new opportunities are capitalized upon. This leadership role combines client relationship management with a focus on driving long-term business growth, managing multi-functional teams, and contributing to the development of company-wide strategies.

To succeed in this position, candidates should have exceptional communication, problem-solving and time management skills. You should be resourceful, analytical, adaptable, and organized with the ability to build rapport with customers.

Main Responsibilities

• Account strategy and execution through leading the development of long-term strategic account plans, focusing on growth, profitability and client retention.
• Build relationships with national customers based on trust and respect seeking to be a ‘trusted advisor’.
• Navigate portals and partner with internal teams for support and needs.
• Navigate customer organizations to build advocates and awareness across multiple functional areas and regional/local leaders.
• Work cross-functionally internally to resolve customer complaints / escalations and improve processes and communications to prevent future issues.
• Provide real-time guidance to the operations team ensuring adherence to customer requirements and service-level agreements.
• Analyze customer repair and maintenance data to learn more about customer needs, satisfaction, and growth opportunity areas.
• Assist Directors of Strategic Accounts with creating and conducting quarterly business reviews on Smart Care service performance.
• Collaborate with sales and marketing teams to deliver comprehensive programs.

Qualifications

• Bachelor’s degree in business or related field.
• 5-7+ years of successful experience in National Account Management, Business Development or other national customer facing roles
• Excellent oral and written communications skills
• Experience working with foodservice and facilities management aggregators a plus
• Strong analytical and critical thinking skills with a focus on data-driven decision-making
• Comfort using business intelligence (BI) software to analyze customer trends and needs
• Effective prioritization and time management with a demonstrated sense of urgency
• Sales process knowledge with solid negotiation and networking skills.
• Capacity to influence others’ behavior through persuasive presentations, effective customer relationship development, facilitation, training and development.
• Results-oriented, setting and pursuing aggressive goals, demonstrating a strong commitment to organizational success, and leveraging resources to accomplish his/her priorities.
• Adept at grasping, understanding, and articulating divisional/company vision.
• Comfortable managing under pressure and ability to successfully multitask and prioritize.
• Passion to win and support a diverse team.
• Experience with Microsoft Excel, Power Point, Sigma, a definite plus
• Must have experience with portals such as ServiceChannel, Corrigo, etc.
• This position typically involves a mix of remote work, client site visits, and attendance at industry conferences or company events. Some travel is required (25%)

About Smart Care

Smart Care is a national repair and service provider for commercial foodservice, refrigeration, and cold storage equipment. Our offering of comprehensive mechanical services includes hot side cooking equipment, stand-alone refrigeration, specialty coffee and beverage, complex rack refrigeration and HVAC.

Smart Care is an Equal Employment Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other protected class status.  All qualified individuals are encouraged to apply. If you need a reasonable accommodation with respect to Smart Care’s application or hiring process due to a disability, please contact the Human Resources department at [email protected].