Director, Strategic Accounts – Facilities Management

This is a fully remote position, open to applicants in Illinois, +1 more state.

📋 Description

• Take ownership of and expand a portfolio of strategic national Facilities Management accounts and key FM organizations.

• Create and implement multi-year strategic account plans that align with customer priorities and Smart Care's growth objectives.

• Identify expansion opportunities and mitigate business risks by mapping customer stakeholders, decision-makers, and influencers.

• Cultivate executive-level relationships to position Smart Care as a trusted strategic partner.

• Navigate complex customer organizations, including procurement, operations, facilities, and executive leadership teams.

• Serve as the internal advocate for the customer while balancing organizational priorities, customer expectations, and profitability goals.

• Lead intricate contract negotiations and multi-year service agreements.

• Be responsible for revenue retention, expansion, and profitability targets for assigned strategic accounts.

• Seek and pursue enterprise-wide opportunities across Smart Care’s service lines, business units, and geographical markets.

• Monitor account performance metrics such as revenue growth, margin contribution, renewal rates, customer lifetime value, and share-of-wallet penetration.

• Utilize customer operational, repair, and maintenance data to uncover trends and opportunities.

• Build relationships with executive, procurement, operational, and account leadership stakeholders.

• Share market insights, performance trends, operational recommendations, and growth opportunities.

• Lead Executive Business Reviews and Quarterly Business Reviews.

• Represent Smart Care at customer leadership meetings, industry conferences, trade associations, and strategic customer events.

• Act as the primary executive point of contact for assigned accounts.

• Develop national account strategies and ensure alignment of national objectives with local execution plans.

• Collaborate with local and regional sales teams to pursue growth opportunities and transform enterprise relationships into field-level revenue.

• Foster collaboration among customer stakeholders, field sales teams, operations leaders, and support resources.

• Guide operations teams regarding customer requirements, service-level agreements, and performance expectations.

• Address customer concerns, manage escalations, and implement solutions to enhance satisfaction and retention.

• Analyze customer feedback, operational performance, and service metrics to support continuous improvement.

• Navigate customer and third-party facilities management and procurement technology platforms.

• Promote organizational alignment and communication regarding customer commitments and strategic initiatives.

⛳️ Requirements

• Over 7 years of proven experience in Strategic Account Management, National Accounts, Enterprise Sales, Business Development, Facilities Management, or related customer-facing leadership roles.

• Demonstrated success in managing multi-million-dollar national accounts.

• A solid track record of driving revenue growth, securing contract renewals, and expanding customer relationships within enterprise organizations.

• Experience in leading complex negotiations and multi-year service agreements.

• Proven success in selling solutions and negotiating agreements with executive, procurement, and operational decision-makers within large enterprise organizations.

• Ability to drive results through influence in matrixed organizations without direct reporting authority.

• Experience in Facilities Management, Food Equipment Service, Commercial Services, Building Services, Mechanical Services, HVAC, or related service industries is preferred.

• In-depth understanding of the Facilities Management industry, including Integrated Facilities Management (IFM), self-perform service models, subcontracted service delivery models, maintenance management programs, and enterprise facility operations.

• Existing relationships within major facilities management companies or similar organizations are preferred.

• Familiarity with CRM, Microsoft 365, Business Intelligence platforms (Power BI, Sigma, or similar), AI-enabled productivity tools, and facilities management platforms such as ServiceChannel, Corrigo, FM Pilot, or related systems.

• Willingness and capability to travel up to 50%.

🏝️ Benefits

• Equal Employment Opportunity/Affirmative Action Employer.

• Reasonable accommodations are available for applicants with disabilities during the application or hiring process.

• Opportunities for career growth within a rapidly expanding national service organization.

• Collaborate with high-performing sales and operational leaders.

• A highly visible role that influences enterprise customer strategy, market expansion, and long-term company growth.