Account Manager, Brand Maintenance

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.

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.

• 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.

• 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.

• 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.

• 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.

• 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.