Business Development Manager

Overview-

Our Business Development Managers (BDMs), each aligned to a designated facility, bring a strong customer-focused growth mindset and play a key role in driving sustainable organic revenue within their assigned region. BDMs are instrumental in evolving how we engage with customers—emphasizing relationship development, trust-building, and ease of doing business to foster long-term loyalty.

This role is responsible for:

1. Developing and executing strategies to retain and expand existing customer relationships, including introducing clients to additional service offerings across our end-to-end solutions
2. Identifying and pursuing new revenue opportunities with prospective regional customers
3. Achieving and exceeding facility-based sales targets established at the beginning of each fiscal year

Each BDM is assigned a portfolio of facility-based customers and is expected to proactively build engagement strategies, identify growth opportunities across both existing and prospective clients, enhance overall customer satisfaction, and mitigate potential attrition risks.

Success in this role requires a strong understanding of customer needs and regional market dynamics, a passion for relationship building, a proactive and results-driven approach, and well-developed interpersonal, analytical, and organizational skills. This position reports to the appropriate Regional Sales Leader.

Key Accountabilities and Responsibilities

Customer Retention and Growth

• Develop and execute regional customer retention and growth strategies aligned with company revenue objectives and service channel goals
• Proactively engage with existing, prospective, and at-risk regional customers through in-person interactions and tailored communication
• Analyze customer and regional business data to identify risks, trends, and opportunities to expand revenue across existing and new service offerings
• Develop a strong understanding of customer needs, regional market dynamics, and sector-specific challenges to identify opportunities for relationship expansion and revenue growth

Customer Relationship Management

• Build and maintain strong relationships with key customers and prospects through consistent, personalized engagement and a high level of service
• Address customer inquiries and concerns promptly and effectively to support overall satisfaction

Customer Experience Enhancement

• Partner with cross-functional teams (e.g., Operations, Customer Service Representatives (CSR), Product, Marketing) to enhance the overall customer experience and simplify the client journey
• Identify and implement initiatives that increase customer loyalty and satisfaction
• Gather and analyze customer feedback to support continuous improvement efforts

New Customer Acquisition

• Maintain a strong understanding of each facility’s regional market and competitive landscape, including strengths, differentiators, and areas of opportunity
• Monitor market trends and competitive activity to identify new opportunities
• Identify and pursue new customer segments, markets, and service channels
• Develop and execute strategies to attract new customers across the full portfolio of service offerings
• Manage inbound leads within the assigned region, with discretion to pursue directly or transition to the appropriate Account Development Manager (ADM)

Strengthening Facility Partnerships

• Develop a deep understanding of assigned facility capabilities and opportunities through ongoing engagement with Facility Managers, including regular communication and site visits
• Partner with Facility Managers in customer and prospect meetings to strengthen relationships and showcase technical expertise
• Provide insight to Facility Managers on sales strategies and results; collaborate to refine approaches for customer retention and growth
• Work closely with Facility Managers, ADMs, and CSRs to ensure high levels of customer service and focus on both expansion within existing accounts and acquisition of new customers
• Participate in regular internal facility reviews with Sales and Operations leadership
• Contribute to updates shared with executive leadership regarding the status of facility-level customer portfolios, pipeline activity, and projected revenue

Performance Tracking, Reporting, and Communication

• Leverage Salesforce to manage leads, track customer interactions, monitor pipeline performance, and generate data-driven insights
• Maintain accurate and complete records through consistent CRM usage and data hygiene practices
• Track key performance metrics such as pipeline activity, conversion rates, customer lifetime value, and market opportunity insights
• Prepare and deliver regular updates and reports (written and/or verbal) on retention, growth, new business, and channel performance

Territory Management

• Manage sales activities within assigned geographic markets and provide feedback to internal stakeholders, including Facility Managers, ADMs, and CSRs, to inform sales strategies

Team Collaboration and Development

• Provide guidance, support, and informal coaching to team members
• Contribute to a collaborative environment that drives customer retention and growth objectives

Travel

• Regular travel within the assigned region is required
• Occasional national travel may be required for broader organizational initiatives and meetings

Key Competencies and Required Attributes

• Customer centric mindset
• Relationship builder
• Strong oral and written communicator, with exceptional rapport and relationship-building skills
• Driven to achieve results
• Adaptable/flexible
• Proactive and solution-oriented approach to challenges
• Developed sales skills with particular emphasis on the generation of thorough and accurate customer needs assessments, solution development, and gaining/maintaining customer commitment
• Effective negotiating skills
• Ability to sell to multiple levels and constituencies within customer organizations
• Ability to develop and implement comprehensive territory sales plans with clearly defined objectives, strategies, and tactics
• Ability to analyze data and draw meaningful insights
• Team player and collaborator

Required Qualifications

• Bachelor's degree in business, marketing, or a related field
• 5+ years of successful experience in customer retention, account management, or a related customer-centric role in a highly competitive market sector
• Experience with CRM software (e.g., Salesforce) and data analysis tools
• Strong understanding of the company's products and services or proven ability to quickly and understand and absorb new technical information

Bonus Experience

• Experience in a related technical industry (e.g., telecommunications, SaaS, E-commerce)
• Experience with customer success platforms
• Project management skills
• Miller Heiman Strategic Selling and Large Account Management Training/ Certification