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Senior Strategic Account Manager (SAM II)

Location: Ontario, California

Position Type: Full-Time, Exempt

POSITION SUMMARY

The Strategic Account Manager II (SAM II) serves as the primary operational business partner between Core Linen Services and assigned healthcare customers. This position is responsible for developing strong customer relationships, improving linen utilization and inventory performance, driving customer retention, identifying operational improvement opportunities, and ensuring consistent execution of Core’s service commitments.

The SAM II partners closely with hospital leadership, nursing, supply chain, EVS, linen distribution teams, and Core operational leaders to optimize linen management programs, improve customer satisfaction, reduce linen loss, and support customer initiatives. Through regular facility engagement, utilization analysis, education, training, and process improvement activities, the SAM II drives measurable results that support both customer goals and Core business objectives.

This role requires a balanced combination of customer relationship management, operational expertise, inventory management, data analysis, project management, and problem-solving skills. The SAM II serves as a subject matter expert on linen utilization, infection prevention standards, quality assurance programs, and Core service solutions while mentoring and supporting other account management team members.

Success in this role is measured through customer retention, service excellence, linen cost management performance, inventory optimization, issue resolution, account growth opportunities, and successful implementation of customer initiatives and new business transitions.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Customer Relationship Management

• Serve as the primary customer-facing representative for assigned healthcare accounts.
• Establish and maintain strong working relationships with hospital leadership, supply chain, nursing leadership, EVS, infection prevention, linen distribution, and other key stakeholders.
• Conduct routine customer visits to assess operational performance, identify opportunities, and ensure customer satisfaction.
• Facilitate regular business reviews and communicate service performance, utilization trends, action plans, and improvement opportunities.
• Act as the voice of the customer within Core Linen Services and advocate for customer needs while balancing company objectives.

Linen Utilization and Inventory Management

• Implement and sustain Core’s Linen Cost Management (LCM) programs and best practices.
• Analyze linen utilization trends and identify opportunities to reduce loss, abuse, overconsumption, and misuse of products.
• Conduct facility-wide inventory assessments and recommend adjustments to par levels, distribution practices, and storage locations.
• Monitor customer inventories and collaborate with facility leaders to maintain appropriate linen availability while minimizing excess inventory.
• Lead physical inventory processes, inventory reconciliations, and loss reduction initiatives.

Operational Partnership and Continuous Improvement

• Partner with plant, transportation, and customer service teams to ensure service performance meets customer expectations.
• Identify operational challenges and develop corrective action plans to drive sustainable improvements.
• Assist customers with process redesign, linen flow optimization, and distribution efficiencies.
• Monitor service KPIs and proactively address issues impacting quality, delivery performance, utilization, or customer satisfaction.
• Participate in customer meetings and interdisciplinary committees to support ongoing process improvement efforts.

Education, Training, and Program Implementation

• Deliver customer education and in-service training related to linen handling, utilization management, infection prevention, and Core best practices.
• Support implementation and ongoing compliance with customer-specific linen management programs.
• Coordinate and facilitate Linen Awareness initiatives and educational programs.
• Train key customer stakeholders on effective linen management practices and utilization accountability.

Quality Assurance and Infection Prevention

• Support implementation of quality assurance programs focused on customer satisfaction and service excellence.
• Collaborate with customer Infection Prevention teams to ensure compliance with applicable healthcare laundry standards and regulatory requirements.
• Maintain working knowledge of HLAC standards, healthcare laundry best practices, and infection prevention principles.
• Investigate quality-related concerns and coordinate corrective actions with operational teams.

Data Analysis, Reporting, and Documentation

• Analyze customer utilization, inventory, billing, service, and operational performance data.
• Generate reports and recommendations that support customer decision-making and operational improvements.
• Maintain accurate records of customer visits, action plans, service concerns, and follow-up activities.
• Conduct audits related to utilization, inventories, billing accuracy, and linen loss.
• Utilize company systems and reporting tools to track performance, trends, and customer initiatives.

Account Growth and Business Development Support

• Identify opportunities to expand service offerings and increase product utilization within existing customer accounts.
• Support contract renewals and customer retention initiatives through demonstrated service value and partnership.
• Participate in customer presentations, solution development, and business reviews as requested.
• Collaborate with operational and sales leadership to support strategic account growth objectives.

New Business Implementation

• Lead local customer onboarding, conversions, and implementation activities.
• Support regional and national account openings as assigned.
• Coordinate cross-functional teams to ensure successful startup execution and customer transition.
• Provide post-implementation support to ensure service stabilization and achievement of customer expectations.

Leadership and Subject Matter Expertise

• Serve as a subject matter expert for Strategic Account Management processes, linen utilization programs, and customer service best practices.
• Mentor, coach, and support SAM team members and other operational personnel as needed.
• Share best practices and contribute to continuous improvement initiatives across the organization.
• Promote a culture of accountability, customer focus, collaboration, and operational excellence.

Additional Requirements

• Manage multiple priorities, projects, and deadlines in a fast-paced healthcare environment.
• Maintain a high level of professionalism, confidentiality, and customer focus.
• Travel locally, regionally, and nationally as required.
• Provide flexible support to customers and operations as needed within a 24/7 healthcare environment.
• Report directly to regional leadership.

Compensation: $80,000-$103,000 annually