Key Accounts Manager

Position Summary/Purpose

Generate opportunities for large, commercial restoration projects.  Identify and build relationships with decision-makers that lead to development of long-term partnerships and commitment to our company as their preferred vendor for cleaning, restoration, and reconstruction services.  Retain existing customers and referral sources through ongoing phone and in-person contact.

Primary Duties and Responsibilities

• Generate opportunities for large, commercial jobs nationwide.
• Identify prospective clients through research, networking, and other proven means.
• Create and maintain qualified prospect account lists.
• Perform sales calls resulting in scheduled meetings with target prospects.
• Follow proven methodology to move centers of influence (COIs) through the sales cycle, from prospect to repeat customer.
• Provide superior customer service through exceptional responsiveness and partnership.
• Obtain commitment from customers to establish our company as their preferred vendor for all cleaning, restoration, and reconstruction services we provide.
• Identify and develop partnerships with appropriate contractors that can provide additional value to our customers as part of our relationship.
• Develop existing customer accounts by expanding the services for which we are their preferred supplier.
• Maintain consistent frequent contact with existing accounts to better understand and meet the customer’s needs and develop the relationship.
• Use customer relationship management platform to capture accurate and comprehensive information regarding COIs, including status and activity in a timely manner.
• Participate in trade shows, conferences, and other relevant industry events as appropriate to raise awareness of the Servpro brand and reinforce our reputation in the marketplace.
• Attend weekly sales meetings.
• Maintain phone and in-person contact with existing customers.
• Make group presentations to prospective organizations.
• Consistent, effective involvement in trade, community, charitable, and networking organizations and participation in networking activities and events.

Additional Duties and Responsibilities

• Continuous development of industry acumen.
• Continuous development of selling and technical skills.
• Assist in planning and setup of company-hosted events as requested.
• Maintain customer contact database.

Decision Rights and Authority

• Entertainment spending within approved budget.
• Plan sales calls, meetings and presentations and event participation.

Working Relationships and Scope

• Facilitate collaborative relationships among internal team.
• Work with team members to leverage current projects and customer satisfaction to deepen relationships and identify prospects.
• Coordinates with Project Manager and customer for timely collection of project payment as appropriate.
• Communicate with managers responsible for all company functions to support planning related to capacity and ability to effectively deliver timely quality services to customers.
• Active involvement in select trade and community associations providing access to customer prospects and partnering contractors.
• Leverage network of partner contractors to increase the value our company brings to property management and owner organizations.
• Work closely with Operations management and Project Managers to remain current on active job status and progress in order to keep customers and referral sources updated.

Performance Competencies

• Integrity
  Uncompromising, ironclad. Does not cut corners. Does what is right, even when it means taking a stand. Earns trust of co-workers. Intellectually honest. Not politically expedient.
• Oral Communication
  The individual speaks clearly and persuasively in positive or negative situations. Effective in one-on-one and small group situations. Adaptable and able to think on his/her feet. Able to effectively communicate with customers in understandable terms.
• Written Communication
  Writes clear, precise, well-organized letters, proposals, and emails. The individual edits work for spelling and grammar and is able to read and interpret written information. Uses appropriate vocabulary and grammar. Is familiar with the structure and content for business procedures.
• Team Building
  Achieves cohesion and effective team spirit with peers, subordinates, and subcontractors. Sustains a climate characterized by open, honest relationships where differences are constructively resolved rather than ignored, suppressed, or denied. Shares credit for accomplishments. Achieves cohesion and effective team spirit with subordinates. Sustains a climate characterized by open, honest relationships where differences are constructively addressed rather than ignored, suppressed, or denied. Treats subordinates fairly. Shares credit.
• Planning and Organizing
  Has the ability to see the overall job from start to finish. In understanding the steps to be taken, resources, and time required, can effectively create a timeline for the job. Coordinates plans with other managers. Plans, organizes, schedules, and budgets in an efficient and productive manner. Focuses on key priorities. Effectively juggles multiple projects. Coordinates plans with other stakeholders and executives. Manages personal time well. Plans, organizes, schedules, and budgets in an efficient and productive manner. Focuses on key priorities. Effectively juggles multiple projects. Coordinates plans with other managers and executives. Manages personal time well.
• Independent/Takes Initiative
  Takes calculated risks with favorable outcomes. Although committed to the team, is willing to take an independent stand. Initiates projects.
• Judgment and Decision-Making
  Applies a mature approach to decision-making. Demonstrates consistent logic. Anticipates consequences of decisions.
• Dependability
  The individual is consistently at work and on time, follows instructions, responds to management direction, and solicits feedback to improve performance.
• Customer Focus
  Combines empathy for customer’s situation with time and budget constraints to effectively manage and exceed customer’s expectations.
• Technology
  Regularly uses standard word processing and spreadsheet software tools to enhance efficiency and accuracy of work performed. Effectively uses communication devices and technology to collect, review, and forward field activity reporting. The individual uses typical communication devices to effectively speed communication, and appropriately utilizes company-approved, customer contact management, standard word processing, and spreadsheet software tools to enhance efficiency and accuracy of work performed.

Qualifications – Knowledge, Skills, and Abilities

• Education and Experience

Degree in Marketing, Business, or related field required with a bachelors (4-year) degree preferred. Four (4) to five (5) years of relevant experience specifically in construction and/or restoration.  Proven track record in relationship-based in a sales/marketing role.

• Strategic Skills

Comprehends the “big picture.” Determines opportunities and threats. Is comfortable contributing to the strategic plan and future direction for the organization.

      Technical Skills

Demonstrates intermediate to advanced proficiency in the use of computers and computer software, especially MS Word and Excel.  

• Mathematical Skills

Adequate math skills. Able to quickly and effectively translate remaining work into manpower planning, project completion times, and review and assess labor time reporting. Effectively project job costs based on work remaining.

• Negotiation Skills

Wins by creating advocates, not enemies, when negotiating.

• Listening Skills

Effective in receiving feedback and input from customers and employees, probing for additional information or unspoken issues, and providing timely response.

• Certificates, Licenses, and Registrations

None required for this position.

Physical Demands

The physical demands described below are representative of those that must be met to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit, use hands to finger, handle or feel, reach with hands and arms, and talk or hear. The employee is frequently required to stand and walk. The employee must regularly lift and/or move up to 10 pounds and frequently lift and/or move up to 25 pounds.

Working Conditions

• The work of this position is predominantly carried out in an office environment and/or remotely, most often at a customer or prospect’s business locations. Daily travel by car is expected.
• Noise level in the work environment is usually quiet, except at times of job site visits, in which case noise level could be moderate to high.