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Job description
SERVCON is seeking a Senior Director of National Accounts and Operations to lead the people, strategy, and performance behind our national customer portfolio. This is a hands‑on senior leadership role for someone who can develop account leaders, strengthen executive customer relationships, create operating discipline, and deliver profitable growth across a complex facility maintenance environment.
SERVCON is a facility maintenance aggregator. We coordinate service contractors, internal account teams, and cross‑functional resources to support customers across trades, territories, service calls, scheduled work, and major projects. The Senior Director will provide one accountable leadership point above our Key Account Managers while helping build the next stage of our national accounts organization.
What You Will Own
Lead, coach, and hold accountable 5-8 Key Account Managers; help establish and develop a future Account Director layer as the portfolio grows.
Own the overall health, retention, growth, and financial performance of SERVCON’s national accounts portfolio.
Create clear portfolio priorities and ensure every key account has an actionable strategy, stakeholder map, operating plan, growth plan, and risk plan.
Build consistent leadership and reporting rhythms across service performance, customer relationships, financial results, opportunities, escalations, and team capacity.
Serve as the senior escalation point for major customer concerns, service breakdowns, operational risks, and cross‑functional decisions.
Develop executive‑level relationships with customers and support KAMs in expanding relationships across facilities, operations, procurement, finance, and senior leadership.
Partner with Operations, Business Development, Service Excellence and Training, Finance and Administration, Human Resources, and other leaders to deliver a consistent customer experience.
Translate customer and portfolio data into decisions about pricing, resources, contractor coverage, processes, training, and growth investments.
Protect service quality and profitability by identifying risk early, assigning ownership, and driving corrective action to completion.
Build succession, development, and performance plans that strengthen the KAM team and prepare future Account Directors.
What Strong Performance Looks Like
National accounts are retained, relationships broaden, and customers see consistent executive attention.
Revenue and gross profit grow without sacrificing service quality, operational control, or customer trust.
KAMs operate with clear expectations, reliable reporting, strong account plans, and visible accountability.
Escalations occur early, decisions are documented, and recurring issues are solved at the system level.
Forecasts, scorecards, account documentation, invoicing discipline, and customer commitments are accurate and current.
The organization can add accounts and leadership capacity without losing consistency.
What You Bring
Progressive leadership experience in national accounts, key accounts, client services, operations, facilities services, construction services, multi‑site services, or a similarly complex B2B environment.
Experience leading account managers, managers, or other customer‑facing leaders across multiple large accounts.
Demonstrated success improving customer retention, executive relationships, service performance, and profitable account growth.
Strong financial judgment, including experience with revenue, gross profit, forecasting, pricing, cost trends, and corrective action.
Ability to establish operating systems and accountability without creating unnecessary bureaucracy.
Executive communication skills and the ability to lead difficult customer, performance, and cross‑functional conversations.
Strong judgment, urgency, organization, and follow‑through in an environment with many simultaneous priorities.
Willingness to travel for customer meetings, business reviews, team development, and strategic account needs.
Preferred Experience
At least 3‑5 years of experience supporting multi‑location or enterprise customers across multiple trades and geographic markets.
Experience in facility maintenance, facility management, construction services, property services, logistics, retail, distribution, or another service‑intensive industry.
Bachelor’s degree or equivalent combination of education and relevant leadership experience.
This Role Is For Someone Who
Enjoys building structure where there isn't enough of it yet.
Can move comfortably between executive customer conversations and detailed operational reviews.
Holds people accountable while continuing to develop them.
Doesn't wait for problems to become escalations before addressing them.
Can look at a portfolio and quickly identify where the biggest opportunities and risks are.
Is comfortable making decisions, owning outcomes, and bringing solutions—not just identifying problems.
How We Lead
At SERVCON, national account leadership requires both relationship ownership and operational accountability. We earn trust through clear communication, disciplined follow‑through, strong service delivery, and direct resolution of problems. The right leader will be comfortable setting standards, coaching people, reviewing details, making decisions, and keeping the entire portfolio aligned with SERVCON’s operating principles and service commitments.
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Worksite address
charlotte, NC, 28245, US
Who can apply
Review the original listing for work authorization, qualifications and employer requirements.