Strategic Account Manager

Role Overview: The Strategic Account Manager is a key strategic role within the business, focusing on cultivating and maintaining strong customer relationships while identifying opportunities for growth. The role is primarily field-based, where significant time is spent visiting the client and their sites to understand their needs and develop long-term, trusted partnerships. This position is not intended for handling day-to-day operational issues. Customers will primarily interact with Area Managers for everyday questions, issues, and service delivery. The Strategic Account Manager’s involvement will be escalated only when there are problems or opportunities for strategic intervention.

The key focus of the role is to manage customer expectations, identify cross-selling opportunities, ensure client satisfaction, and stay informed on industry trends and new technologies. This role is designed for a proactive, Strategic Account Manager who thrives on building and nurturing strong customer relationships, while remaining focused on long-term business growth. By working collaboratively with internal teams and providing high-level support, the Strategic Account Manager will help drive success for both the company and its clients. The focus is on strategic engagement, with operational matters being handled by the operational team. Key Responsibilities & Tasks: Customer Relationship ManagementStrategic Liaison.

Maintain a high-level, strategic relationship with assigned customers, ensuring ongoing satisfaction and addressing any concerns only when escalated. Site Visits & Needs Assessment. Conduct regular site visits to understand customer operations, assess the effectiveness of security solutions, and uncover any evolving needs or opportunities for improvement. Relationship Building. Cultivate long-term relationships with clients, positioning yourself as a trusted advisor for their security and fire safety needs, with a focus on high-level interactions. Escalation ManagementProblem Resolution.

When issues arise that cannot be resolved by the Area Managers or day-to-day contacts, take ownership of escalation cases, working with the relevant internal teams to address problems and restore client satisfaction. Strategic Problem-Solving. Act as the escalation point for any serious customer concerns or issues that threaten the customer relationship, ensuring quick resolution and long-term solutions. Business Development & Cross-SellingOpportunity Identification. Actively seek out opportunities for cross-selling additional security and fire protection solutions within your existing customer base. Tailored Solutions.

Leverage your deep understanding of client needs and emerging security trends to offer solutions that help customers enhance their security posture. Sales Collaboration. Work closely with internal teams to develop strategies for growth, aligning your efforts with company objectives for account expansion and revenue generation. Market Knowledge & Industry TrendsStay Informed. Continuously monitor the security and fire protection industry, staying updated on new technologies, regulations, and trends. Client Advisory. Keep customers informed about the latest security technologies and services, advising them on how new solutions could improve their business operations or reduce risks. Tech-Savvy.

Maintain an understanding of emerging technologies and how they can integrate with existing client systems, offering insights into innovations that could provide value. Account Strategy & PlanningAccount Growth Strategy. Develop and implement strategic plans for each assigned account, outlining goals for relationship management, revenue growth, and service improvements. Customer Reviews. Conduct periodic reviews with clients to assess satisfaction, address any ongoing concerns, and explore additional opportunities for service improvements or new offerings. Long-Term Vision. Work with clients to create long-term security strategies that align with their evolving needs, ensuring the continued relevance of the company’s services.

Fieldwork & Site AssessmentsOn-Site Assessments. Regularly visit customer sites to perform security audits and assess the current state of solutions, identifying areas where enhancements or upgrades could provide better coverage or more efficiency. Customer Engagement. Provide customers with guidance based on site assessments and industry best practices, helping them stay ahead of security risks. Consultative Approach. Offer expert advice during site visits, positioning yourself as a knowledgeable consultant rather than just a service provider. Collaboration with Internal TeamsInternal Coordination. Work with the Area Managers, operations, and technical teams to ensure that customer needs and service delivery expectations are clearly communicated.

Smooth Escalation. Ensure that any escalated issues from the customer are swiftly addressed by the right teams, coordinating to resolve problems quickly. Team Support. Provide feedback to internal teams about client needs and market trends, ensuring that the business adapts to customer demands effectively. Reporting & Performance MonitoringHigh-Level Reporting. Provide regular reports to senior management on account status, growth opportunities, and emerging risks, ensuring alignment with overall business objectives. Account Health Tracking. Monitor customer accounts to track satisfaction, retention rates, and opportunities for expansion, using data-driven insights to inform strategies. Skills: Customer-Centric Approach.

Strong understanding of customer needs, with an ability to build and sustain long-term partnerships. Business Development Skills. A track record of identifying cross-selling and up-selling opportunities within existing accounts. Industry Knowledge. Familiarity with the security and fire safety industries, including an understanding of the latest technologies and trends. Problem Solving & Escalation. Ability to handle escalated issues, resolve complex problems, and drive customer satisfaction when necessary.