Strategic Account Manager

Job Title: Strategic Account Manager

Location: Cincinnati, OH

Silco Fire & Security isn't just a company, it's a mission. Every day, our team plays a vital role in protecting lives and property for over 45,000 businesses across Ohio, Kentucky and surrounding states. We design, install, maintain and monitor fire protection and security systems that keep people safe and businesses compliant.

As the market leader in the Midwest, Silco is a growing, family-owned company with over 500 employees working from our headquarters in Cincinnati and branches in Dayton, Columbus, Toledo, Akron, Cleveland and Louisville. Recognized as a Top Workplace and named to the Inc. 5000 list of fastest-growing private companies, we have a long-standing track record of success and ambitious goals for the future.

Our impact extends beyond fire alarms and sprinklers; we provide peace of mind to the communities we serve. At Silco, you're not just doing a job, you're making a difference.

Position Overview:

We are seeking a proactive and relationship-focused Account Manager to support and grow our largest customer accounts. This role is responsible for maintaining strong client relationships, ensuring customer expectations are met, and partnering closely with internal teams to drive accountability and results. The ideal candidate will have a customer-first mindset, strong communication skills, and the ability to identify opportunities to expand accounts through additional services and solutions while maintaining a solid understanding of the company's technology and offerings.

Responsibilities:

Client Relationship Management & Retention

• Act as the main point of escalation for assigned clients, developing strong, long-term relationships.
• Conduct regular check-ins with clients to assess satisfaction, identify concerns, and discuss service needs.
• Proactively address client inquiries and issues, resolving them promptly to ensure client satisfaction.
• Act as the customer advocate working with internal departments and senior leadership to ensure their needs and challenges are heard and addressed.
• Use your assigned budget for meals and events to strengthen and personalize account relationships.
• Work with assigned "at risk" accounts to avoid attrition and improve their satisfaction

Account Growth and Renewal

• For newly landed customers, work closely with the sales team to develop a relationship. The inspection sales team will have the opportunity to close (signed but not necessarily performed) unlanded business for 15 months from the first inspection performed.
• Identify opportunities for upselling or cross-selling additional services and products.
• Bring in project sales teams and remain involved in the process for any project sales opportunities.
• Negotiate renewal of services to ensure continued service while meeting revenue targets.

Service Coordination

• Coordinate with the operations and scheduling teams to ensure timely and accurate delivery of inspections, service calls, and repairs.
• Ensure that repair quotes are sent, received, and followed up on in accordance with our company standards.
• Serve as a liaison between the client and internal departments, communicating service schedules, updates, and feedback.
• Ensure compliance with industry standards and regulations in all services provided.

Performance Monitoring and Reporting

• Track account performance, analyzing trends in service utilization, client feedback, and financial metrics.
• Prepare and present reviews to clients, highlighting the value provided and discussing future service enhancements.
• Maintain detailed records of all interactions, contracts, quotes, and client activity in Salesforce.

Strategic Planning and Industry Expertise

• Keep up-to-date with industry trends, regulatory changes, and advancements in fire and security technology.
• Provide insights and feedback to internal teams to improve service offerings and adapt to client needs.
• Contribute to strategic planning efforts, helping shape the company's approach to client retention and service expansion.

Qualifications:

• Minimum of 3-5 years of account management and or sales experience, preferably in the fire protection or security industry.
• Strong communication, negotiation, and interpersonal skills. Proven ability to manage and grow client relationships. Proficiency Microsoft Office Suite and CRM (Salesforce).
• Understanding of fire protection and security systems is a plus.
• Bachelor's degree in Business or a related field preferred.
• Proactive, detail-oriented, and customer-focused with a strong ability to multitask and prioritize.
• Successfully passing a pre-employment drug screening and background check
• Signing the latest version of the company agreement.
• Valid driver's license and willingness to travel in Ohio/Kentucky as needed

Benefits:

In addition to a competitive compensation package, Silco offers a wide range of benefits such as medical, dental, vision, Aflac and a Flexible Spending Account (FSA). Silco offers company paid short-term disability and life insurance, as well as company paid training. The Company also boasts a 401(k) program with company matching and tuition reimbursement. Silco provides paid holidays and generous paid time off.

The statements contained in this job description reflect general details as necessary to describe the principal functions of this job, the level of knowledge and skill typically required and the scope of responsibility. It should not be considered an all-inclusive listing of work requirements. Individuals may perform other duties as assigned.

Employment at Silco is contingent upon completing and passing a background check and drug screen. Silco is an Equal Opportunity Employer.