Strategic Account Manager - Healthcare

Strategic Account Manager (Healthcare)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 SummaryThe Healthcare SAM works directly with the Director of Strategic Accounts 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.Essential Duties and ResponsibilitiesJob responsibilities include but are not limited to:Act as senior point of contact with customers and establishes productive, professional relationships with key personnel in assigned customer accountsMeet assigned sales quota and expectations for profitability for assigned accounts, independently or in partnership with the Sales teamMeet budgeted gross profit margin dollars and percentages for assigned accountsAchieve strategic customer objectives defined by company managementComplete strategic customer account plans designed by SAM program leadershipEstablish proactive, ongoing contact management program with each echelon of the customer organization, including store, district, and regional and headquarter levels of the customer organizationWork with and through the company SAM program leadership, field operations, customer service, finance, accounting, and sales teams to deliver service and growthMonitor and assist with client billing and collection issuesConduct Quarterly Business Review (QBR) process with each assigned customerCoordinate the attendees and material to presentSubmit the QBR agenda, content and report prior to the meeting to SAM program leadershipDirect the traffic of information between customer and company operations and other functional departments involved in rollout and account maintenance activitiesUpdate 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 actionReview and analyze the weekly Executive reports generated by the Customer Support team address and, or, support, any major concerns or issues in the trendsProactively assess, clarify, and validate customer needs and related performance data on an ongoing basis, and communicate trends, opportunities and progressBe the accountable point person with all rollouts of new business with each assigned customerCoordinate senior management involvement with customer as appropriateLead solution development efforts that best address customer needs, while coordinating the involvement of all necessary company personnelAssist the operations team as well as the customer support team in finding new vendors in areas or markets that struggle with vendor coverageAssist in scheduling of customer project work as neededThe work requires considerable familiarity with environmental services operations.Strategic guidance in planning and executing environmental services operations to ensure a consistently high cleanliness and infection control standard.Implement and monitors appropriate quality control program to ensure adherence to cleaning standardsEmergency response and preparednessDevelop and implement protocols and procedures for environmental services in accordance with OSHA regulations and industry best practices.Full compliance with Joint Commission standards and other local, state, and federal agencies.Full adherence to all safety and security policies and proceduresResponsible for developing and implementing and monitoring training programs related to healthcare accountsAdditional Duties and ResponsibilitiesAs requested by management team.Knowledge, Skills and CompetenciesKnowledge:· Understanding of operations, components of operations, and account management processes· Knowledge of facilities and building maintenance service· Strategic planning· Sales team management· 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· Certified Healthcare Environmental Services Professional (CHESP) is highly preferredSkills:· 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· Problem solving and conflict management· Interpersonal and cross functional relationship building and engagement that result in positive collectively supported positive outcomes· 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 work under pressure and perform tasks with strict deadlines· Demonstrated problem-solving skills with experience leveraging data to provide business insights and recommendations· Methodical driver· Ability to travel domesticallyCompetencies:· Customer focus· Integrity and trust· Interpersonal and political savvy· Presentation skillsEducational Qualifications/Job Experience RequirementsExperience Required:· 5 years of strategic Healthcare account management, sales, operation or related field experience in a business-to-business environmentEducation:· Bachelor's degree or equivalent business experience requiredWorking Conditions/Physical RequirementsSchedule:· Regular weekly schedule; weekends or holidays as neededPhysical requirements:· Extended periods of work seated at a desk; repetitive hand motions; prolonged use of computer; occasionally lift and carry up to 25 lbs.· Ability to speak clearly (use of voice)· Ability to hear· Vision requirements include close vision, distance vision, moderate peripheral vision, depth perception and ability to adjust focusEnvironment:· Fully remote work environment· Time constraints and related pressures to complete work are high· May meet customers at their areas of work (indoors or outdoors) in varying temperatures and related building and or landscape conditions· May be working in environments or exposed to biological contaminantsTravel: 50%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.