Strategic Account Manager

Responsibilities

• Own and maintain a living Account Strategy and Plan, with alignment to both corporate and site-level priorities.
• Serve as the primary relationship owner for corporate and executive stakeholders; delegate building-level engagement to Customer Success Managers (CSMs).
• Translate enterprise-level strategies into coordinated building execution while resolving conflicts between local requests and corporate policy.
• Lead account takeovers and new site go-lives with clear strategic planning and cross-functional coordination.
• Drive the renewal, expansion, and upsell strategy across the client’s full portfolio, including new sites, added services, or product upgrades.
• Shape and manage contract strategy, including term alignment, pricing considerations, and service scope.
• Serve as both trusted client advisor and internal advocate for opportunity pursuit.
• Own the end-to-end program management plan across all regions, services, and stakeholders for each corporate client.
• Lead and define the QBR/EBR strategy, including corporate-level reviews, building-level rollouts, and executive roadmap sessions.
• Craft and deliver the value story, demonstrating ROI such as time savings, risk mitigation, and operational improvement.
• Maintain a consolidated, real-time view of account health metrics, including service trends, usage patterns, support SLAs, billing performance, and leadership shifts.
• Proactively surface risks and lead escalation management, including root cause communication and recovery planning.
• Champion the resolution of corporate-level installation, service, or support issues, and ensure transparency in remediation.
• Act as the internal quarterback for the account, aligning the work of CSMs, project managers, billing, support, and product teams.
• Maintain visibility on all active projects, TOCOs, escalations, and system enhancements across the portfolio.
• Deliver internal insights to executives, sales, and product teams on emerging trends, customer experience signals, and integration opportunities.

Qualifications

• Bachelor’s degree required; MBA or equivalent executive training preferred.
• At least 8 years of progressive experience in enterprise account management, program management, or customer success.
• Proven track record managing Fortune 500 or multi-site enterprise accounts.
• Exceptional executive presence, negotiation skills, and stakeholder management experience.
• Demonstrated commercial ownership, including renewals, expansion, and contract strategy.
• Ability to navigate highly matrixed organizations and lead through influence.
• Data-literate; able to synthesize operational and financial insights into actionable strategy.
• Strong familiarity with CRM platforms and service operations tools.
• Willingness to travel (~25%) for client engagements, QBRs, and on-site collaboration.

What Success Looks Like

• Enterprise clients renew, expand, and serve as referenceable partners.
• Strategic insights drive internal product and service enhancements.
• Clients experience proactive, high-touch engagement aligned to their corporate goals.

Equal Opportunity Statement

At Kastle, we believe that diversity makes us stronger - at work and in the world. Kastle Systems International, LLC is an Equal 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, age, protected veteran status, marital status, pregnancy or any other basis protected by applicable federal or state laws. #AccessControl #CCTV #BuildingAutomation #Telephony #ERP #CRM #TechnologyJobs #SecurityJobs #KeyAccountManager #AccountManager #SalesManager #BusinessDevelopment #ClientRelations #CustomerSuccess #B2BSales #SecurityCCTV #SecuritySystem #BuildingManagement #IoT #NationalAccountManager #NationalAccounts #NamedAccounts #MajorAccounts #StrategicAccounts