Position Description

The Region Account Manager is the primary Smart Care contact for key Regional and local customers, responsible for making sure customer needs are being met throughout the customer lifecycle thereby driving retention and growth of their assigned portfolio. They will build long-lasting, mutually beneficial relationships with their contacts, always striving to find the services which best fit the needs of the customer. 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 being addressed and new opportunities are capitalized upon.

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

Main Responsibilities

• Onboards new customers to reinforce Smart Care processes and value and ensure immediate flow of service requests
• Proactively and consistently communicates with customers to understand their needs and review existing and new services
• Builds relationships with customers based on trust and respect seeking to be a 'trusted advisor'
• Navigates customer organizations to build advocates and awareness across multiple functional areas and leadership
• Works cross-functionally internally to resolve customer complaints / escalations and improves processes and communications to prevent future issues
• Provides real-time guidance to the Operations team ensuring adherence to customer requirements and service-level agreements
• Analyzes customer repair and maintenance data to learn more about customer needs, satisfaction, and growth opportunity areas
• Creates annual strategic plans for assigned Region including growth plans and budgets
• Creates and conducts executive business reviews with key customer stakeholders on Smart Care service performance

Qualifications

• Bachelor's or Associates Degree in Business or related field preferred or equivalent work experience
• 3-5 years of successful experience in Account Management, Business Development, Inside Sales or other customer facing roles
• Excellent oral and written communications skills
• Strong problem-solving skills along with a high level of attention to detail
• Comfort using business intelligence (BI) software to analyze customer trends and needs
• Effective prioritization and time management with a demonstrated sense of urgency
• Sales process knowledge with solid negotiation and networking skills
• Capacity to influence others' behavior through persuasive presentations, effective customer relationship development, facilitation, training and development
• Results-oriented, setting and pursuing aggressive goals, demonstrating a strong commitment to organizational success, and leveraging resources to accomplish his/her priorities
• Adept at grasping, understanding, and articulating divisional/company vision
• Comfortable managing under pressure and ability to successfully multitask and prioritize
• Passion to collaborate and win with a cross-functional Region team
• Experience with Microsoft Excel, Power Point, Power BI, a definite plus
• Incumbent is this role will spend at least 4 days a week visiting customers in their region. The majority of the travel is day travel but occasional overnights can occur.

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 HR@smartcaresolutions.com.