Strategic Account Manager - Carolinas

Job Description

Job Description

Who WE are:

Butler Plus is a leading provider of doorstep trash, bulk & junk removal, sustainability solutions, porter services, and pressure washing for multifamily communities across the country. We currently service more than 340,000 units nationwide and are known for delivering reliable service, strong operational support, and elevated experience for both residents and property teams. Butler Plus has been featured in The Wall Street Journal , TIME Magazine , and on CNBC. We take pride in hiring professional team members who make a difference every day and in fostering a culture built around our five Core Values: Figure It Out, Champion of Change, Do the Right Thing, never “Not My Job,” and Expect Excellence.

Who YOU are:

The Strategic Account Manager (SAM) is responsible for managing and growing relationships with assigned client accounts throughout the customer lifecycle. This role serves as the primary point of contact for clients after onboarding and focuses on client retention, long-term satisfaction, issue resolution, contract renewals, and account growth opportunities.

The Strategic Account Manager acts as a trusted advisor to property management teams, ensuring service excellence, proactively addressing concerns, and driving long-term partnership success.

Key Responsibilities

Client Relationship Management

• Serve as the primary relationship owner for an assigned portfolio of client accounts.
• Establish and maintain strong relationships with Property Managers, Regional Managers, and other key stakeholders.
• Conduct biweekly check-in calls during the first sixty (60) days following onboarding to ensure a successful transition and client satisfaction.
• Conduct ongoing account reviews and client touchpoints every one hundred twenty (120) days thereafter.
• Document all client interactions, action items, and account updates within the CRM system.

Issue Resolution & Client Advocacy

• Act as the client's advocate by coordinating with internal departments to resolve service-related concerns.
• Monitor account health and proactively address risks that may impact client satisfaction or retention.
• Manage escalations and ensure timely communication and resolution.
• Collaborate closely with Operations teams to implement corrective actions and maintain service quality.

Contract Renewals & Account Growth

• Develop and execute renewal strategies for assigned accounts.
• Maintain a proactive renewal pipeline and engage clients well in advance of contract expiration.
• Present renewal proposals and negotiate contract terms when necessary.
• Identify opportunities to expand services and increase account value through upselling and cross-selling initiatives.
• Partner with Sales and Operations teams to align growth opportunities with client needs.

Cancellation Prevention & Retention

• Manage cancellation requests and conduct retention conversations with at-risk clients.
• Develop and execute account recovery plans to address concerns and preserve client relationships.
• Track cancellation trends and provide recommendations to leadership to improve retention.

Default Notices & Cure Management

• Serve as the primary owner of client default notices and cure processes.
• Coordinate with Operations to investigate issues, develop corrective action plans, and communicate progress to clients.
• Maintain regular communication with clients throughout the cure period.
• Ensure all cure-related documentation, communications, and outcomes are properly recorded.
• Lead efforts to restore client confidence and protect long-term account retention.

Account Planning & Business Reviews

• Conduct periodic business reviews with key clients to demonstrate value and strengthen partnerships.
• Present service performance, accomplishments, issue resolution outcomes, and strategic recommendations.
• Develop account plans focused on retention, expansion, and client satisfaction.

Position Requirements:

• 2 years previous experience in Customer Service preferably in Multi-family, Hospitality, or Retail.
• Previous experience working remotely.
• Working knowledge and use in Salesforce or HubSpot
• Prior experience in delivering high-quality customer service, ensuring client satisfaction and retention.
• Excellent oral and written communication skills, with the ability to articulate ideas clearly and effectively.
• Ability to multitask and balance multiple priorities effectively.
• Self-motivated and highly organized, capable of prioritizing and managing multiple processes independently while demonstrating a sense of understanding, urgency, and meticulous attention to detail.
• Flexibility and adaptability to shifting priorities.

Benefits:

• Competitive hourly rate ($25/hour) plus commission potential.
• Healthcare Plans (Medical, Dental, Vision, Life)
• 401k Company Matching Plan, after 90 days of employment
• Maternity, Paternal, and Additional Leave Options
• Remote Position
• A front-row seat to one of the fastest-growth service brands in multifamily

Apply Now!

Join a team where your work makes a daily difference, not just to our clients but to the environment. Be part of Butler Plus - where your career, growth, and service all come together. Apply today and embark on a journey with a company that values you!

Offer of employment is contingent upon the candidate successfully passing a pre-employment criminal background check and clean driving history.

We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law. We are using E-Verify and are a participant in Right to Work.

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