Strategic Account Manager

Description

Strategic Account Manager – Healthcare Security The suitable candidate will be responsible for the strategic management, growth, and retention of a portfolio of Platinum Healthcare Accounts across Ireland. Acting as the executive relationship owner, the role is focused on delivering exceptional client experiences, driving long-term partnerships, ensuring service excellence, and identifying opportunities for innovation and account growth. This senior leadership position serves as the primary point of contact for executive stakeholders within acute hospitals and healthcare organisations, ensuring client objectives are achieved through effective governance, operational oversight, and collaboration with internal service delivery teams. The role requires frequent travel to client sites nationwide and a full clean driving licence is essential. Key Responsibilities Strategic Account Management • Manage a portfolio of high-value Platinum healthcare accounts, ensuring long-term client retention and satisfaction. • Develop and execute strategic account plans aligned to client priorities, organisational objectives, and contractual commitments. • Build trusted relationships with senior healthcare stakeholders, including Hospital Management, Estates, Facilities, Procurement, Risk Management, and Clinical leadership teams. • Act as the executive sponsor and escalation point for key client matters. • Lead Quarterly Business Reviews (QBRs), annual account reviews, and strategic planning sessions. • Identify opportunities for account growth, service expansion, innovation, and value-added solutions. • Ensure contractual obligations, KPIs, SLAs, and performance targets are consistently achieved. • Drive a client-centric culture focused on partnership, responsiveness, and continuous improvement. Client Engagement & Relationship Development • Establish and maintain strong executive-level relationships across all key accounts. • Proactively identify emerging client requirements, challenges, and strategic priorities. • Provide consultative support and recommendations to enhance client outcomes and service performance. • Ensure regular governance meetings, service reviews, and stakeholder engagement activities are completed. • Act as an advocate for clients internally, ensuring operational teams understand and deliver against customer expectations. • Maintain high levels of client satisfaction and actively manage client feedback processes. Service Excellence & Performance Management • Collaborate with Operations Managers and service delivery teams to ensure exceptional service execution across all client locations. • Monitor operational performance, compliance metrics, service quality indicators, and contractual KPIs. • Lead service improvement initiatives and corrective action plans where required. • Drive continuous improvement programmes focused on efficiency, service quality, innovation, and customer experience. • Ensure robust governance structures are in place across all managed accounts. • Support incident reviews, service escalations, and business continuity planning where necessary. Commercial & Financial Management • Own the commercial performance of assigned accounts. • Monitor contract profitability, budgets, revenue performance, labour costs, and service delivery expenditure. • Identify opportunities to enhance margins while maintaining service quality and customer satisfaction. • Support contract renewals, negotiations, and pricing reviews. • Partner with Finance and Operations teams to ensure accurate invoicing, cost control, and financial reporting. • Develop business cases for additional services and account expansion opportunities. Leadership & Cross-Functional Collaboration • Provide leadership and direction across multiple client accounts through close partnership with operational management teams. • Foster collaboration between Operations, HR, Finance, Compliance, Training, and Commercial functions. • Support the development of succession plans and leadership capability within operational teams. • Champion a culture of accountability, professionalism, innovation, and customer excellence. • Share best practice and drive consistency across the Platinum account portfolio. Governance, Compliance & Risk Management • Ensure all contracts are delivered in compliance with healthcare regulations, PSA requirements, company policies, and contractual obligations. • Lead governance frameworks and ensure regular audits, performance reviews, and compliance assessments are conducted. • Support risk management activities and ensure appropriate escalation of contractual, operational, or commercial risks. • Work closely with healthcare clients to support patient safety, security, infection prevention, and business continuity objectives. • Ensure contractual compliance and robust documentation across all managed accounts. Candidate Requirements Essential • Proven experience in a Senior Key Account Manager, National Account Manager or Strategic Account Management role. • Demonstrated success managing large, complex, multi-site client portfolios. • Experience building relationships with senior executives and decision-makers. • Strong commercial acumen with experience managing P&L performance, budgets, and contract profitability. • Exceptional stakeholder management, communication, and negotiation skills. • Ability to influence and lead cross-functional teams without direct line management responsibility. • Strong analytical, reporting, and business planning capabilities. • Excellent presentation and executive communication skills. • Proficiency in Microsoft Office and business reporting systems. • Full clean driving licence and willingness to travel nationally. Desirable • Experience managing healthcare, hospital, or public sector accounts. • Knowledge of facilities management, security services, or outsourced services environments. • Experience leading strategic account growth and contract renewals. • Understanding of healthcare governance, compliance, and regulatory frameworks BVNHP