Director, Strategic Account Management at KBS - Kellermeyer Bergensons Services, LLC

About 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 a wide range of key verticals—including retail, industrial and logistics, healthcare, education, manufacturing, and more—maintain clean, efficient, and welcoming spaces that support their operations. As we continue to grow, we’re looking for team members who are dedicated, reliable, and ready to contribute to a culture built on respect, opportunity, and pride in service.

If this sounds like you, then why wait, APPLY TODAY!!

This position is fully remote, with up to 50% travel.

Position Summary

Manages and leads a group of Strategic Account Managers (SAMs) in customer engagement and retention for the assigned group of healthcare customer accounts. Designs, with senior management, the SAM strategic account plan(s) to align strategy and tactics for current accounts. Works with team members to ensure strategic plans and other processes are followed for their assigned accounts. Drives the group’s financial performance to achieve account growth. Manages and supports SAMs with customer escalations and new opportunities. Ensures effective customer engagement and ongoing collaboration with internal departments and functions to deliver consistent customer support and overall customer satisfaction. Hires, trains, and develops staff to achieve their individual performance goals.

Essential Duties And Responsibilities

Job responsibilities include, but are not limited to:

• Demonstrate by example and guide the team in customer engagement, retention activities, and best practices
• Lead the SAM group in the attainment of assigned sales quotas and expectations for profitability
• Drive the team’s strategic development of customer account plans
• Endure proactive, ongoing contact management programs are established with each echelon of the customer organization, including site, district, regional, and headquarters levels of the customer organization
• Guide teams to work with and through the company SAM program leadership, field operations, customer service, finance, and sales teams to deliver service and growth
• Drive the Quarterly Business Review (QBR) process with the team virtually and in person
• Help lead the team in managing and directing information traffic between customer and company operations and other functional departments involved in rollout and account maintenance activities
• Ensure customer notes and other information are maintained and updated in real-time in related CRM/ERM and other databases as needed (e.g., Salesforce); monitor information in systems for proper response and action
• Review and analyze the weekly reports generated by the Customer Experience team, address and/or support any major concerns or issues in the trends
• Proactively assess, clarify, and validate customer needs and related performance data on an ongoing basis, and communicate trends, opportunities, and progress
• Drive accountabilities for all rollouts of new business with each assigned customer
• Coordinate senior management involvement with the customer as appropriate
• Recommend the development efforts that best address customer needs, supported by coordinated involvement of all necessary company personnel
• Support the operations team as well as the customer support team in finding new vendors in areas or markets that struggle with vendor coverage
• Oversee the program management of customer project work as needed, including site visits
• Responsible for developing, implementing, and monitoring training programs related to healthcare accounts to ensure KBS service delivery supports patient safety, infection prevention expectations, and regulatory compliance while achieving financial goals and growth objectives.
• Strategic guidance in planning and executing environmental services (EVS) operations to ensure consistently high cleanliness and infection control standards.
• Develop and implement protocols and procedures for environmental services in accordance with OSHA regulations and industry best practices.
• Full compliance with Joint Commission standards and other local, state, and federal agencies.
• Full adherence to all safety and security policies and procedures
• Partner closely with Healthcare Sales to support pursuits, proposals, pricing strategies, and solution development
• Identify opportunities for growth, expansion, and new healthcare-related programs
• Serve as a senior point of contact for major healthcare clients
  
  

Knowledge And Experience

• Facilities and building maintenance services industry
• Experience with janitorial services in healthcare/medical settings
• Strategic planning
• Team management
• Business-to-business account management
• Customer relationship building
• Business operations and organizational relationships
• Sales software, CRM/ERP (Salesforce, etc.), and related technology
• MS Office applications and tools
• Facilities and building maintenance services industry
• Familiarity with Healthcare regulatory requirements (CDC, OSHA, CMS, Joint Commission).
• Emergency response and preparedness background
  
  

Experience Required

Educational Qualifications/Job Experience Requirements

• 7-10 years of strategic account management experience in a business-to-business environment
• 5+ years leading strategic healthcare accounts or enterprise healthcare client engagements
• 2 years’ experience successfully leading and or managing related sales team performance
  
  

Education

• Bachelor's degree or equivalent business experience required
• Healthcare credentials (CHESP, CIC, CHFM, etc.) preferred