Account Manager, Brand Maintenance

Stratus; Mentor (OH); On-site; USD 60,000 - 65,000; Full time

Benefits offered by this job

Medical coverage

Dental coverage

Vision coverage

HSA/FSAs

Life Insurance

401k with employer contribution

Disability insurance

Paid time off

Job summary

Stratus in Mentor, OH, seeks an Account Manager to oversee client relationships, ensure SLAs and AOPs are met, and drive profitable growth. You may serve as the on-site Stratus representative at client offices, coordinating cross-functional teams to deliver branding and maintenance solutions.

Ideal candidates have strong project management, negotiation, and communication skills with a track record of managing multiple accounts and growing wallet share.

Qualifications

• Bachelor's degree or equivalent work experience.
• Proven experience leading teams and meeting/exceeding goals.
• Experience with cross-functional teams on multi-site or client projects.
• Strong negotiation skills and client-facing communication.
• Ability to be on-site at client's corporate location as necessary.

Responsibilities

• Lead/attend customer meetings and deliver performance reviews.
• Onboard new customers and align with New Business Development.
• Review contract terms for understanding and implementation.
• Identify opportunities to upsell and cross-sell within accounts.
• Mentor and develop team members and manage performance reviews.
• Collaborate with VP and QA to monitor SLA performance and drive improvements.

Skills

Client management

Communication

Project management

Negotiation

Cross-functional

Microsoft Office

Attention to detail

Travel readiness

Education

Bachelor's degree

Job description

Overview

There's never been a better time to join Stratus! As the market leader in brand implementation and maintenance, we transform how national brands connect with their customers. From exterior signage & interior branding to site refresh & remodel, from energy & lighting to repair & maintenance solutions, we deliver ideal solutions to meet all our client's branding needs.

From our locations across the country, to our corporate headquarters in Mentor, Ohio, every employee is a stakeholder in Stratus's success. This environment offers endless career opportunities for individuals with a commitment to customer service, focus on execution and bias for action.

Job Summary: The Account Manager (AM) is responsible for managing client relationships, ensuring company offerings meet individual client needs, and driving the development, planning, and execution of client projects. This role ensures that service level agreements (SLAs), annual operating plans (AOPs), and profitability targets are met or exceeded. The AM is also responsible for growing their assigned book of business by deepening client engagement and expanding wallet share. Frequent communication with clients to exceed expectations is essential, and the AM may need to serve as the on-site Stratus representative at the client's office. This position plays a crucial role in the overall success of the Brand Maintenance division by fostering long-term client relationships and driving business growth.

Responsibilities

Client Management:

• Lead/attend customer meetings, deliver performance business reviews, resolve customer escalations, and provide corrective action plans as necessary.
• Facilitate the internal onboarding process with new customers in collaboration with New Business Development.
• Review terms of contracts for understanding and implementation.
• Identify and capitalize on opportunities to grow business within existing accounts through upselling and cross-selling.

Team Leadership:

• Monitor and maintain team adherence to all company, department, and client policies.
• Lead by example to ensure smooth team operations with a passion to serve and a solution-driven approach.
• Responsible for the overall planning and performance of goals, objectives, margins, budgets, and forecasting.
• Mentor and develop direct reports and the team, fostering a customer service culture that exceeds client requirements and expectations.
• Manage the performance management process, including selection, hiring, terminations, promotions, performance improvement plans, and annual reviews for all team members.
• Work with the Learning and Development Team on new hire training as well as continuous education for the team.

Operational Excellence:

• Collaborate with the Vice President of Brand Maintenance to achieve strategic business goals.
• Partner with the Quality Assurance Manager to mine SLA performance data and develop tactical corrective action plans as necessary.
• Ensure quality control of team output, including policies and procedure adherence.
• Effectively collaborate with cross-functional teams engaged in multi-site or customer projects.

Qualifications

Skills & Competencies

• Project/program management experience is preferred.
• Demonstrated ability to communicate, present, and influence key stakeholders at all levels.
• Experience delivering client-focused solutions to customer needs.
• Ability to identify and analyze performance deficiencies and implement progress improvement plans.
• Intermediate/advanced computer skills, including proficiency in Microsoft Office products.
• Proven ability to manage multiple accounts simultaneously while maintaining sharp attention to detail.
• Professional and well-developed communication skills.
• Decision-making, critical thinking, and problem-solving skills.
• Possess a strong focus on productivity, a positive attitude, and teamwork with a driven desire to exceed goals.
• Familiarity with facilities maintenance or a related industry is a plus.
• Strong project management skills with the ability to oversee multiple complex projects simultaneously.

Education, Experience, Certifications

• Proven experience leading teams and managing to meet/exceed goals
• Prior knowledge and experience in parallel industry preferred
• Bachelor's degree (B.A.) from four-year college or university preferred or equivalent work experience
• Prior experience with cross-functional teams engaged in multi-site or customer projects
• Proven negotiation skills
• Ability to be on-site at client's corporate location, as necessary.

Physical and Mental Demands:

• Ability to remain calm and focused under pressure and stressful situations.
• Ability to work in front of a computer for a prolonged number of hours.
• Position may require working before or after regularly scheduled hours as business needs arise.
• Ability to travel nationally (auto & flight) as required.
• Strong adaptability and resilience in a dynamic, fast-paced work environment.

Why Work With Us

• Supportive & Friendly Culture
• Manage national accounts for Fortune 500 companies
• Medical, Dental, Vision coverage options
• Flexible Spending & Health Savings Accounts
• Company paid Life Insurance
• 401k with Employer Contribution
• Company paid Short/Long Term Disability
• Generous Paid Time Off program + Holidays
• Career Growth Opportunities and Career Mapping
• Additional perks including Pet Insurance, Employee Assistance Program, Educational Assistance Program, Identity Theft Protection, Critical Illness Plans, Commuter Benefits and various employee discount offerings from our Vendors

Pay Range

$60,000- $65,000 annually - Pay range listed reflects the potential pay for this role. The pay will depend on various factors, such as responsibilities of the position, job duties/requirements, and relevant experience and skills. Not all positions posted will have a pay range listed.

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