Strategic Business Manager​/Strategic Program Manager

Position Overview:

The Strategic Business Manager owns one or more Strategic or Global Accounts of client organizations with scaled state, national, or global facilities and carries a personal revenue/quota and performance target tied to the account(s) assigned. This role leads a dedicated account team through the full account lifecycle: presale and solution development, design, contracting, and handoff for installation and maintenance, then stays accountable for the account's ongoing health and growth.

The account team led by the Strategic Business Program Manager fully represents the customer inside the company. The team develops the account, owns the sales process end to end, and is accountable for the quality and success of everything delivered against it, executing installation and service through the account's engineering and technical staff. The Strategic Business Manager does not simply oversee a sale;

they own the customer's outcome from first contact through ongoing delivery. They manage a Team designed to represent the customer through sales, project management, admin and billing, and technical subject matter expertise tailored for the customer.

Scope scales with account size and complexity: a single large, complex account may require the Strategic Business Manager's full attention leading one team, while several smaller or less complex accounts may be grouped under one Strategic Business Manager leading multiple account teams. In either case, this role is the client's primary point of contact and the first line of leadership for their account team, reporting directly to the VP, Global & Strategic Accounts.

Each account team led by the Strategic Business Manager is the customer's full representation inside the company — owning process, quality, and delivery outcomes, not just the initial sale. The team includes:

• Account Executive or Account Manager: AE for developing accounts still building toward maturity; AM for mature, established accounts. Owns day-to-day sales motion and client relationship under this role's direction.
• Administrator:
  Supports account operations, documentation, client-facing coordination, billing functions, scheduling, and coordination.
• Project Manager or Project Coordinator:
  Owns project planning and execution once a sale moves into design and contracting. Handles presale and post sale due to multiple stakeholders and potentially long sales cycles. PM/PC is also ensuring communication and deliverables are customized and dedicated specifically for the customer.
• Systems Technician:
  Coordinates with internal and external engineering and technical staff and the dedicated technical delivery team to execute installation and service, and is accountable for the quality of that delivery. The Systems Technician will be an SME (Subject Matter Expert) to ensure success, customer needs are communicated and met, and forecast planning and needs on behalf of the customer.

• Fully represent the customer inside and outside the company: own the account's process, quality, and delivery outcomes from first contact through ongoing service, not just the initial sale.
• Carry a personal revenue/quota and performance target across assigned account(s); own forecasting and pipeline accuracy for those accounts.
• Own the client relationship at multiple levels for assigned accounts, ensuring the account's strategy aligns with client objectives and company capacity.
• Identify and pursue expansion, renewal, and cross-sell opportunities within existing accounts.
• Work with leadership and vendor peers for solutions and strategies.

• Own the sales process for assigned accounts from opportunity through contracting, including proposal development and pricing decisions within approved authority.
• Oversee handoff from contracting into design, installation, and maintenance, ensuring the account team and the account's engineering and technical staff are aligned on scope, schedule, and quality.
• Own the quality of everything delivered against the account, working through the Systems Technician and engineering/technical staff to execute installation and service to standard.
• Monitor project and service delivery performance against SLA and client expectations for assigned accounts.

• Directly manage the Account Executive/Account Manager, Administrator, Project Manager/Coordinator, and Systems Technician assigned to each account team.
• Set individual and team performance expectations; coach, develop, and provide day-to-day direction.
• Recommend hiring, staffing, and structure changes for account teams as accounts grow or shift in complexity.

• Serve as first point of escalation for client, delivery, or internal issues within assigned accounts; resolve directly or engage the appropriate internal team.
• Escalate issues beyond this role's authority, cross-departmental…