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 perf