Strategic Account Manager - Healthcare

KBS 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 healthcare, retail, industrial and logistics, education, manufacturing, and other key verticals maintain clean, efficient, and welcoming spaces that support their operations.

About the role

The Healthcare Strategic Account Manager (SAM) works directly with the Director of Strategic Accounts to ensure strategic accounts are successful. This position partners with customers, leadership, and internal departments to manage the customer relationship, develop strategic account plans, and drive growth through cross-selling, up-selling, and industrial engineering of client scopes of work. The SAM is accountable for meeting sales quotas, profitability targets, and customer satisfaction metrics while ensuring service delivery meets contracted requirements.

Responsibilities

• Act as senior point of contact with customers and establish productive, professional relationships with key personnel in assigned accounts
• Meet assigned sales quota and profitability expectations for assigned accounts, independently or in partnership with the Sales team
• Achieve budgeted gross profit margin dollars and percentages for assigned accounts
• Complete strategic customer account plans designed by SAM program leadership
• Establish proactive, ongoing contact management with each echelon of the customer organization (store, district, regional, and headquarters levels)
• Work with SAM program leadership, field operations, customer service, finance, accounting, and sales teams to deliver service and growth
• Monitor and assist with client billing and collection issues
• Conduct Quarterly Business Review (QBR) process with each assigned customer, including coordinating attendees, materials, and agenda
• Direct information flow between customer and company operations and functional departments involved in rollout and account maintenance
• Update customer notes and other information in CRM/ERM systems (e.g., Salesforce) and monitor for proper response and action
• Review and analyze weekly Executive reports from the Customer Support team to address major concerns or issues
• Proactively assess, clarify, and validate customer needs and performance data; communicate trends, opportunities, and progress
• Serve as the accountable point person for all rollouts of new business with assigned customers
• Coordinate senior management involvement with customers as appropriate
• Lead solution development efforts that address customer needs while coordinating necessary company personnel
• Assist operations and customer support teams in finding new vendors in areas with limited coverage
• Provide strategic guidance in planning and executing environmental services operations to ensure high cleanliness and infection control standards
• Implement and monitor quality control programs to ensure adherence to cleaning standards
• Develop and implement protocols and procedures for environmental services in accordance with OSHA regulations and industry best practices
• Ensure full compliance with Joint Commission standards and other local, state, and federal agencies
• Develop, implement, and monitor training programs related to healthcare accounts
• Perform additional duties as requested by management

Requirements

• 5 years of strategic Healthcare account management, sales, operations, or related field experience in a business-to-business environment
• Bachelor’s degree or equivalent business experience
• Understanding of operations, account management processes, and facilities/building maintenance services
• Knowledge of strategic planning, sales team management, and business-to-business account management
• Proficiency in sales software, CRM/ERP systems (e.g., Salesforce), and related technology
• Certified Healthcare Environmental Services Professional (CHESP) is highly preferred

Skills

• 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
• Effective time management and multitasking with exceptional organizational skills
• Self-starter with a passion for continual learning and seeking new challenges
• Ability to work under pressure and meet strict deadlines
• Demonstrated problem-solving skills with experience leveraging data to provide business insights
• Methodical and detail-oriented
• Ability to travel domestically (50%)

Pay

$120,000 – $130,000 per year

Schedule

• Regular weekly schedule; weekends or holidays as needed
• Fully remote work environment with high time constraints and related pressures
• May meet customers at their work locations (indoors or outdoors) in varying temperatures and conditions