Stratus
Account Manager, Brand Maintenance
Stratus is the market leader in brand implementation and maintenance, transforming how national brands connect with their customers—from exterior signage & interior branding to site refresh & remodel, and from energy & lighting to repair & maintenance solutions. From our locations across the country and our corporate headquarters in Mentor, Ohio, every employee is a stakeholder in Stratus’ success. This environment offers endless career opportunities for individuals committed to customer service, focus on execution, and a bias for action.
Job Summary The Account Manager (AM) manages client relationships, ensuring company offerings meet individual client needs, and drives the development, planning, and execution of client projects. The role oversees service level agreements (SLAs), annual operating plans (AOPs), and profitability targets, and grows the assigned book of business by deepening client engagement and expanding wallet share. Frequent communication with clients to exceed expectations is essential, and the AM may need to serve as the on‑site Stratus representative at the client’s office.
Responsibilities Client Management
Lead/attend customer meetings, deliver performance business reviews, resolve customer escalations, and provide corrective action plans as necessary.
Facilitate the internal onboarding process with new customers in collaboration with New Business Development.
Review terms of contracts for understanding and implementation.
Identify and capitalize on opportunities to grow business within existing accounts through upselling and cross‑selling.
Team Leadership
Monitor and maintain team adherence to all company, department, and client policies.
Lead by example to ensure smooth team operations with a passion to serve and a solution‑driven approach.
Responsible for the overall planning and performance of goals, objectives, margins, budgets, and forecasting.
Mentor and develop direct reports and the team, fostering a customer service culture that exceeds client requirements and expectations.
Manage the performance management process, including selection, hiring, terminations, promotions, performance improvement plans, and annual reviews for all team members.
Work with the Learning & Development Team on new hire training as well as continuous education for the team.
Operational Excellence
Collaborate with the Vice President of Brand Maintenance to achieve strategic business goals.
Partner with the Quality Assurance Manager to mine SLA performance data and develop tactical corrective action plans as necessary.
Ensure quality control of team output, including policies and procedure adherence.
Effectively collaborate with cross‑functional teams engaged in multi‑site or customer projects.
Qualifications Skills & Competencies
Project/program management experience is preferred.
Demonstrated ability to communicate, present, and influence key stakeholders at all levels.
Experience delivering client‑focused solutions to customer needs.
Ability to identify and analyze performance deficiencies and implement progress improvement plans.
Intermediate/advanced computer skills, including proficiency in Microsoft Office products.
Proven ability to manage multiple accounts simultaneously while maintaining sharp attention to detail.
Professional and well‑developed communication skills.
Decision‑making, critical thinking, and problem‑solving skills.
Strong focus on productivity, a positive attitude, and teamwork with a driven desire to exceed goals.
Familiarity with facilities maintenance or a related industry is a plus.
Strong project management skills with the ability to oversee multiple complex projects simultaneously.
Education, Experience, Certifications
Proven experience leading teams and managing to meet/exceed goals.
Prior knowledge and experience in parallel industry preferred.
Bachelor’s degree (B.A.) from a four‑year college or university preferred or equivalent work experience.
Prior experience with cross‑functional teams engaged in multi‑site or customer projects.
Proven negotiation skills.
Ability to be on‑site at the client’s corporate location, as necessary.
Physical and Mental Demands
Ability to remain calm and focused under pressure and stressful situations.
Ability to work in front of a computer for a prolonged number of hours.
Position may require working before or after regularly scheduled hours as business needs arise.
Ability to travel nationally (auto & flight) as required.
Strong adaptability and resilience in a dynamic, fast‑paced work environment.
Why Work With Us
Supportive & Friendly Culture
Manage national accounts for Fortune 500 companies
Medical, Dental, Vision coverage options
Flexible Spending & Health Savings Accounts
Company paid Life Insurance
401(k) with Employer Contribution
Company paid Short/Long Term Disability
Generous Paid Time Off program + Holidays
Career Growth Opportunities and Career Mapping
Additional perks including Pet Insurance, Employee Assistance Program, Educational Assistance Program, Identity Theft Protection, Critical Illness Plans, Commuter Benefits and various employee discount offerings from our vendors
Pay Range $60,000 - $65,000 annually – Pay range reflects the potential pay for this role. The pay will depend on various factors, such as responsibilities of the position, job duties/requirements, and relevant experience and skills. Not all positions posted will have a pay range listed.
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Job Summary The Account Manager (AM) manages client relationships, ensuring company offerings meet individual client needs, and drives the development, planning, and execution of client projects. The role oversees service level agreements (SLAs), annual operating plans (AOPs), and profitability targets, and grows the assigned book of business by deepening client engagement and expanding wallet share. Frequent communication with clients to exceed expectations is essential, and the AM may need to serve as the on‑site Stratus representative at the client’s office.
Responsibilities Client Management
Lead/attend customer meetings, deliver performance business reviews, resolve customer escalations, and provide corrective action plans as necessary.
Facilitate the internal onboarding process with new customers in collaboration with New Business Development.
Review terms of contracts for understanding and implementation.
Identify and capitalize on opportunities to grow business within existing accounts through upselling and cross‑selling.
Team Leadership
Monitor and maintain team adherence to all company, department, and client policies.
Lead by example to ensure smooth team operations with a passion to serve and a solution‑driven approach.
Responsible for the overall planning and performance of goals, objectives, margins, budgets, and forecasting.
Mentor and develop direct reports and the team, fostering a customer service culture that exceeds client requirements and expectations.
Manage the performance management process, including selection, hiring, terminations, promotions, performance improvement plans, and annual reviews for all team members.
Work with the Learning & Development Team on new hire training as well as continuous education for the team.
Operational Excellence
Collaborate with the Vice President of Brand Maintenance to achieve strategic business goals.
Partner with the Quality Assurance Manager to mine SLA performance data and develop tactical corrective action plans as necessary.
Ensure quality control of team output, including policies and procedure adherence.
Effectively collaborate with cross‑functional teams engaged in multi‑site or customer projects.
Qualifications Skills & Competencies
Project/program management experience is preferred.
Demonstrated ability to communicate, present, and influence key stakeholders at all levels.
Experience delivering client‑focused solutions to customer needs.
Ability to identify and analyze performance deficiencies and implement progress improvement plans.
Intermediate/advanced computer skills, including proficiency in Microsoft Office products.
Proven ability to manage multiple accounts simultaneously while maintaining sharp attention to detail.
Professional and well‑developed communication skills.
Decision‑making, critical thinking, and problem‑solving skills.
Strong focus on productivity, a positive attitude, and teamwork with a driven desire to exceed goals.
Familiarity with facilities maintenance or a related industry is a plus.
Strong project management skills with the ability to oversee multiple complex projects simultaneously.
Education, Experience, Certifications
Proven experience leading teams and managing to meet/exceed goals.
Prior knowledge and experience in parallel industry preferred.
Bachelor’s degree (B.A.) from a four‑year college or university preferred or equivalent work experience.
Prior experience with cross‑functional teams engaged in multi‑site or customer projects.
Proven negotiation skills.
Ability to be on‑site at the client’s corporate location, as necessary.
Physical and Mental Demands
Ability to remain calm and focused under pressure and stressful situations.
Ability to work in front of a computer for a prolonged number of hours.
Position may require working before or after regularly scheduled hours as business needs arise.
Ability to travel nationally (auto & flight) as required.
Strong adaptability and resilience in a dynamic, fast‑paced work environment.
Why Work With Us
Supportive & Friendly Culture
Manage national accounts for Fortune 500 companies
Medical, Dental, Vision coverage options
Flexible Spending & Health Savings Accounts
Company paid Life Insurance
401(k) with Employer Contribution
Company paid Short/Long Term Disability
Generous Paid Time Off program + Holidays
Career Growth Opportunities and Career Mapping
Additional perks including Pet Insurance, Employee Assistance Program, Educational Assistance Program, Identity Theft Protection, Critical Illness Plans, Commuter Benefits and various employee discount offerings from our vendors
Pay Range $60,000 - $65,000 annually – Pay range reflects the potential pay for this role. The pay will depend on various factors, such as responsibilities of the position, job duties/requirements, and relevant experience and skills. Not all positions posted will have a pay range listed.
eeo/mfdv
#J-18808-Ljbffr