Account Manager, Steritech

Job Summary

The Account Manager (AM) is a position on the Customer Experience Team reporting to the Director of Strategic Accounts in the market segment.  The AM is the main point-of-collaboration for adding value to the clients assigned.  Client portfolio is medium to low complexity. The AM is the primary person focused on developing strong relationships, providing daily support and providing technical insights to execute on an account strategy that will earn the best return for both the client and Steritech.  An essential part of this position is orchestrating the implementation of services, ensuring quality and calibration of Specialists assessing the locations, meeting service level agreements, and the communication and escalation of issues where appropriate.  

In addition, the Account Manager must possess an in-depth understanding of the Brand Standards business, Steritech protocols and procedures and specific customer brand requirements to ensure a high level of service to the client and to facilitate excellent communication between Steritech and all levels of the client organization. 

Principal Duties and Responsibilities

• Establishes productive, professional and consultative relationships with key personnel throughout assigned client organizations (at both the franchise and corporate level).

• Coordinates the involvement of the vertical team (Specialists, Support Services, technical resources, operations management and leadership) in order to meet account performance objectives and client's expectations.

• Connects key stakeholders within clients’ organization to the Steritech team through formal and informal meetings, including business reviews, top-to-top meetings and innovation sessions.

• Develop and maintain an in-depth knowledge of the market segment, sharing insights, trends, benchmarking and best practices with clients assigned.  

• Proactively assesses company performance on quality, calibration, round spread, day-parting, survey results, Specialist feedback and manages SLAs.

• Meets assigned targets for growth, profitability, A/R and strategic objectives in assigned accounts.   

• Works with Accounts Receivable and client to ensure payment of any outdated invoices.

• Executes successful contract renewals and price increase terms with clients assigned.

• Executes strategic plans including performance objectives, financial targets, and critical milestones for assigned accounts.

• Proactively assesses, clarifies, validates customer needs and adds value to customers programs on an ongoing basis.

• Responsible for submitting weekly, monthly and yearly reports as required; including ensuring administrative procedures are performed as necessary to complete required reports.

• Performs all other duties as assigned.

Required Experience

PREFERRED QUALIFICATIONS

• Minimum three years of strategic sales experience in a business-to-business sales and/or account management organization.

• Experience in the (foodservice/grocery/convenience/QSR) industry.

Required Leadership Traits and Characteristics

• Must be a self-starter with the ability to perform in high pressure and dynamic situations with skill and tact.

• Demonstrated ability to execute on projects and initiatives.

• Excellent communication skills, both verbal and written.

• Ability to effectively negotiate with a track-record of results.

• Ability to demonstrate financial knowledge and business acumen.

• Attention to detail.

• Sound decision making skills.

• Desire and ability to travel via car and airplane to meet clients, field operations, attend meetings and conferences as necessary.

• Proficiency with Google applications (docs, sheets, calendar, drive, etc.).

Formal Education, Qualifications or Training

• Must have a Bachelor’s Degree in business or management-related field or three years progressive management experience in a related service industry or successful completion of account management track (internal candidates).

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.