Account Manager, Brand Maintenance

About the position

The Account Manager (AM) is responsible for managing client relationships, ensuring company offerings meet individual client needs, and driving the development, planning, and execution of client projects. This role ensures that service level agreements (SLAs), annual operating plans (AOPs), and profitability targets are met or exceeded. The AM is also responsible for growing their assigned book of business by deepening client engagement and expanding wallet share. Frequent communication with clients to exceed expectations is essential, and the AM may need to serve as the on-site Stratus representative at the client's office. This position plays a crucial role in the overall success of the Brand Maintenance division by fostering long-term client relationships and driving business growth.

Responsibilities

• Lead/attend customer meetings, deliver performance business reviews, resolve customer escalations, and provide corrective action plans as necessary.
• Facilitate the internal onboarding process with new customers in collaboration with New Business Development.
• Review terms of contracts for understanding and implementation.
• Identify and capitalize on opportunities to grow business within existing accounts through upselling and cross-selling.
• Monitor and maintain team adherence to all company, department, and client policies.
• Lead by example to ensure smooth team operations with a passion to serve and a solution-driven approach.
• Responsible for the overall planning and performance of goals, objectives, margins, budgets, and forecasting.
• Mentor and develop direct reports and the team, fostering a customer service culture that exceeds client requirements and expectations.
• Manage the performance management process, including selection, hiring, terminations, promotions, performance improvement plans, and annual reviews for all team members.
• Work with the Learning and Development Team on new hire training as well as continuous education for the team.
• Collaborate with the Vice President of Brand Maintenance to achieve strategic business goals.
• Partner with the Quality Assurance Manager to mine SLA performance data and develop tactical corrective action plans as necessary.
• Ensure quality control of team output, including policies and procedure adherence.
• Effectively collaborate with cross-functional teams engaged in multi-site or customer projects.

Requirements

• Project/program management experience is preferred.
• Demonstrated ability to communicate, present, and influence key stakeholders at all levels.
• Experience delivering client-focused solutions to customer needs.
• Ability to identify and analyze performance deficiencies and implement progress improvement plans.
• Intermediate/advanced computer skills, including proficiency in Microsoft Office products.
• Proven ability to manage multiple accounts simultaneously while maintaining sharp attention to detail.
• Professional and well-developed communication skills.
• Decision-making, critical thinking, and problem-solving skills.
• Possess a strong focus on productivity, a positive attitude, and teamwork with a driven desire to exceed goals.
• Familiarity with facilities maintenance or a related industry is a plus.
• Strong project management skills with the ability to oversee multiple complex projects simultaneously.

Nice-to-haves

• Prior knowledge and experience in parallel industry preferred.
• Proven negotiation skills.

Benefits

• Supportive & Friendly Culture
• Manage national accounts for Fortune 500 companies
• Medical, Dental, Vision coverage options
• Flexible Spending & Health Savings Accounts
• Company paid Life Insurance
• 401k with Employer Contribution
• Company paid Short/Long Term Disability
• Generous Paid Time Off program + Holidays
• Career Growth Opportunities and Career Mapping
• Additional perks including Pet Insurance, Employee Assistance Program, Educational Assistance Program, Identity Theft Protection, Critical Illness Plans, Commuter Benefits and various employee discount offerings from our Vendors
• Per diems available when traveling