Strategic Account Associate

Summary

Join Kellermeyer Bergensons Services (KBS) as a key team member managing customer accounts, reporting to the Strategic Account Manager. You will communicate regularly with clients, addressing needs, growth opportunities, and issues. This role requires monitoring customer escalations, determining effective resolutions, and engaging cross-functional teams. You will lead customer projects, coordinating with vendors and field operations. Collaboration with Customer Experience and Field OPS teams is crucial for timely responses and issue resolution. Travel to client sites with field managers is required to assess and address problems. This position offers significant career growth potential within a rapidly expanding facility services leader.

Requirements

• Experience in the Facilities Maintenance industry required
• Must have previously held a strategic account management role
• Familiar with janitorial and exterior services
• B2B Customer experience
• Interpersonal, listening, conflict management, ma thematical, analytical, and problem-solving skills
• Comfortable working with data and management reporting
• Detail focus
• Microsoft Office programs to include, but not limited to Word, Excel, PowerPoint and Outlook, with an emphasis on Excel (VLOOKUP, Pivot Tables, Graphs, etc.)
• High School Diploma, General Education Degree, or equivalent; Bachelor’s Degree is a plus

Responsibilities

• Assist Strategic Account Manager in daily management of account reporting and resolution of account issues
• Assist Strategic Account Manager on growth opportunities for the accounts
• Obtain and evaluate all relevant information to effectively prioritize and address customer inquiries, comments, or complaints
• Partner with Customer Experience Department to ensure KPIs and response times are being tracked
• Identify the correct internal departments to resolve customer inquiries, issues and project scheduling, issue resolution; track and follow up to ensure customer satisfaction
• Ensure contract compliance
• Identify, record and track unresolved complaints; direct outstanding issues to the appropriate resources for resolution; escalate to Strategic Account Manager as appropriate
• Maintain detailed records of written or verbal customer communication, noting the communication date, reason, action(s) taken, and next step(s) as appropriate
• Prepare and distribute daily and/or weekly customer activity reports to executives, customers, and internal team leveraging internal data and reports from supporting account teams

Benefits

• Medical, dental, vision, prescription drugs, and more!
• Paid Time Off
• Paid Holidays
• Sick Time
• Life Insurance
• Short Term Disability – Employer paid
• Long Term Disability
• Supplemental Health Insurance (E.G., Accident)
• 401k plan with a match or Non-qualified Deferred Compensation Plan
• Pet Insurance
• PerkSpot Discount Program – discounts on travel, gyms, cell phones, restaurants, auto, apparel & electronics