Director Strategic Accounts - Facilities Management

Director Strategic Accounts – Facilities Management

The Director, Strategic Accounts is responsible for developing and executing enterprise growth strategies across Smart Care's most critical Facilities Management partnerships and FM organizations. This executive-facing role serves as a trusted advisor to customer leadership, driving revenue growth, customer retention, operational excellence, and long-term strategic alignment between Smart Care and its customers. This role is responsible for a portfolio of nationally significant Facilities Management relationships that represent substantial strategic growth opportunities for Smart Care.

This person will develop and strengthen long-term strategic partnerships that create mutual value for Smart Care, its customers, and their clients. Through executive relationship management, strategic account planning, and cross-functional collaboration, this role identifies growth opportunities, drives customer retention, and delivers measurable business outcomes.

This role excels at proactive communication with internal departments and external customers and works cross-functionally across Smart Care and its affiliate companies to ensure customer issues are addressed and new opportunities are capitalized upon. This senior individual contributor role combines strategic account leadership with a focus on driving long-term profitable business growth through influence, collaboration, and cross-functional partnership.

To succeed in this position, candidates should have exceptional strategic planning, communication, problem-solving, and time management skills. You should be resourceful, analytical, adaptable, and organized, with the ability to build trust and long-term relationships with customers.

Main Responsibilities

Strategic Account Leadership

• Own and grow a portfolio of strategic national Facilities Management accounts and key FM organizations.
• Develop and execute multi-year strategic account plans that align customer priorities with Smart Care growth objectives and drive retention, expansion, and profitability.
• Map customer stakeholders, decision-makers, and influencers to identify expansion opportunities and mitigate business risk.
• Build executive-level relationships that establish Smart Care as a trusted strategic partner and create customer advocates.
• Navigate complex customer organizations to build awareness, advocacy, and alignment across procurement, operations, facilities, and executive leadership teams.
• Act as the voice of the customer internally while balancing organizational priorities, customer expectations, and profitability objectives.
• Lead complex contract negotiations that deliver long-term mutual value and support sustainable business growth.

Business Growth & Financial Leadership

• Own revenue retention, expansion, and profitability targets for assigned strategic accounts.
• Identify and pursue enterprise-wide opportunities across Smart Care service lines, business units, and geographic markets.
• Monitor account performance, including revenue growth, margin contribution, renewal rates, customer lifetime value, and share-of-wallet penetration.
• Leverage customer operational, repair, and maintenance data to identify trends, uncover opportunities, and support strategic decision-making.
• Develop growth initiatives that strengthen customer relationships while delivering measurable financial results for Smart Care and its customers.
• Influence and align stakeholders without direct authority to achieve customer and company objectives.

Executive Customer Engagement

• Establish relationships with executive, procurement, operational, and account leadership stakeholders across customer organizations.
• Influence strategic decision-making by presenting market insights, performance trends, operational recommendations, and growth opportunities.
• Lead Executive Business Reviews and Quarterly Business Reviews that demonstrate operational performance, business value delivered, strategic initiatives, and future growth opportunities.
• Represent Smart Care at customer leadership meetings, industry conferences, trade associations, and strategic customer events.
• Serve as the primary executive point of contact for assigned accounts and ensure alignment between customer objectives and Smart Care capabilities.

Cross-Functional Sales Leadership

• Develop national account strategies that create revenue opportunities across regional and local markets.
• Create alignment between national account objectives and local execution plans.
• Partner with local and regional sales teams to identify, prioritize, and pursue growth opportunities, develop account penetration strategies, and convert enterprise relationships into field-level revenue opportunities.
• Facilitate collaboration between customer stakeholders, field sales teams, operations leaders, and support resources to drive successful expansion initiatives.
• Work cross-functionally across Smart Care and affiliate companies to capitalize on growth opportunities and deliver a seamless customer experience.

Customer Success & Operational Excellence

• Provide strategic guidance to operations teams to ensure compliance with customer requirements, service-level agreements, and performance expectations.
• Work cross-functionally to resolve customer concerns, manage escalations, and implement solutions that improve customer satisfaction and retention.
• Analyze customer feedback, operational performance, and service metrics to identify continuous improvement opportunities.
• Navigate customer and third-party technology platforms, including facilities management and procurement systems, while coordinating support from internal teams as needed.
• Drive organizational alignment and communication to ensure successful execution of customer commitments and strategic initiatives.

Qualifications

• 7+ years of success in Strategic Account Management, National Accounts, Enterprise Sales, Business Development, Facilities Management, or related customer-facing leadership roles.
• Demonstrated success managing multi-million-dollar national accounts.
• Proven track record of driving revenue growth, contract renewals, and customer expansion within enterprise organizations.
• Experience leading complex negotiations and multi-year service agreements.
• Demonstrated success selling solutions and negotiating agreements with executive, procurement, and operational decision-makers within large enterprise organizations.
• Proven ability to drive results through influence in matrixed organizations without direct reporting authority.
• Experience within Facilities Management, Food Equipment Service, Commercial Services, Building Services, Mechanical Services, HVAC, or related service industries preferred.
• Deep 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 preferred.
• Experience utilizing 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.
• This position typically involves a mix of remote work, client visits, and attendance at industry conferences or company events. Travel required up to 50%.

Success Measures

The successful candidate will:

• Achieve assigned revenue, retention, and profitability targets.
• Increase share of wallet within strategic Facilities Management accounts.
• Expand executive stakeholder relationships across assigned customers.
• Generate qualified growth opportunities through collaboration with field sales and operations teams.
• Develop and influence field-led pipeline and revenue growth within assigned strategic accounts.
• Improve customer satisfaction and contract renewal performance.
• Execute strategic account plans that drive measurable business growth.

Why Join Smart Care

• Lead strategic relationships with some of the largest Facilities Management organizations in North America.
• Directly influence company growth strategy and customer success.
• Work alongside high-performing sales and operational leaders.
• Grow your career with a rapidly expanding national service organization focused on innovation, technology, customer outcomes, and operational excellence.
• Play a highly visible role influencing enterprise customer strategy, market expansion, and long-term company growth

About Smart Care

Smart Care is a national repair and service provider for commercial foodservice, refrigeration, and cold storage equipment. Our offering of comprehensive mechanical services includes hot side cooking equipment, stand-alone refrigeration, specialty coffee and beverage, complex rack refrigeration and HVAC.