Job Details
Job Location: Phoenix, AZ
Position Type: Full Time
Salary Range: Undisclosed
Description
As the Strategic Account Manager (SAM) at Telgian Engineering & Consulting (TEC) you will be responsible for maintaining and developing favorable relationships with assigned accounts within the existing Telgian customer base to drive the organic growth of products and services through customer retention and upselling/cross‐selling. In this role, the SAM acts as the main point of contact for the executive level contacts within the client account and serves as the executive level escalation point for the client for issues and concerns. The SAM is expected to develop strategy and implement on that strategy to increase the depth of the scope of work. This role requires a substantial understanding of Telgian's products and/or services and customer‐related policies and procedures.
Your Opportunity
- Promote the growth of existing accounts, through understanding and documentation of current “share of wallet” and tactics intended to increase that share. This includes expanding the relationship within currently contracted services (more facilities/regions) as well as services not yet under contract (new scope).
- Develop network of contacts and relationships and leverage same when those contacts join new firms to build Telgian business with “new logos”.
- Investigate current services that Telgian is providing to the client and consider further opportunities for that client.
- Develops Annual, Quarterly and Monthly account plans for all assigned accounts to include top
line growth goal, profitability improvement goal, relationship development within customer organization goal, and customer events and trade show schedule.
- Responds to major customer issues that have been escalated for immediate resolution; notifies andcoordinates with appropriate Telgian personnel as required to resolve issues.
- Responsible for being aware of financial and business intelligence for all assigned accounts and
informing Executive Team and Division Managers of any information that will impact customer accounts.
- Identifies issues with customer contract obligations as they come up and develops action plans to determine root cause and countermeasures (solutions) for below‐standard service delivery.
- Coordinates transition/kick-off meetings with customer contacts and data collection in partnership with the salesperson. Works with the Telgian Division Managers, and Telgian Service Providers to set and communicate expectations, policies, procedures and requirements.
- Develops and conducts customer satisfaction surveys and report on results. Conducts internal “Telgian satisfaction surveys” to determine opportunities for streamlining or refining customer requirements and/or realigning customer expectations.
- Creates proactive stewardship meeting calendar(s) for all accounts and conducts stewardship
meetings, based on account need; provides detailed summary report after all customer meetings and distributes to Executive Team, as well as any internal contacts as needed.
Your Qualifications
Required
- 5+ years of relevant experience with Customer Service or Account Management.
- 5+ years of relevant experience in Fire Protection/similar service industry.
- High School or GED.
- Proven and reference-able track record of successful prospecting of new business/client relationships.
- Able to quickly build rapport with clients and identify an opportunity for further scope of work.
- A true team player and willing to step in and help where needed.
- Customer focused and skilled at building partner relationships.
- Excellent written, verbal and presenting skills.
- Ability to travel up to 50% of the time
Preferred
- 3+ years of Management or Leadership experience
- 4-year college degree (i.e., Bachelor)
Your Compensation & Benefits
At TEC, we are proud to offer a unique, professional work environment where we consider all our associates to be part of our family. We provide a competitive salary, a comprehensive benefits package with market leading healthcare costs, and a place to advance your career. More importantly as a values driven organization, at TEC you will be treated with dignity while having fun in your work!
About Telgian Engineering & Consulting
Telgian Engineering & Consulting (TEC), a strategic business unit of Telgian Engineering & Consulting, LLC, is a full service global engineering and risk mitigation consultancy specializing in complex, multi- discipline public and private sector projects. TEC provides professional services related to the protection of people, property, information, and organizational mission against preventable losses. TEC professional service offerings include emergency management/operations continuity, environmental/health/safety, fire protection engineering/life safety, risk management/loss control, security/compliance, and related engineering services/sustainable (LEED) design.
