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.

Smart Care is an Equal Employment Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other protected class status.  All qualified individuals are encouraged to apply. If you need a reasonable accommodation with respect to Smart Care’s application or hiring process due to a disability, please contact the Human Resources department at [email protected].