Account Manager

Account Manager

The Account Manager is responsible for managing and expanding service and maintenance contract accounts within an assigned territory or customer segment. This role focuses on maintaining strong client relationships, driving renewal and growth opportunities, ensuring exceptional service delivery, and collaborating with operations teams to support customer satisfaction, retention, and profitability. The Account Manager (AM) is responsible for retaining and growing our existing customer base by ensuring outstanding service delivery to our customers and selling repairs and deficiencies, new service lines, and products.

Essential Job Duties:

• Be a primary contact and advocate for an assigned group of customers.
• Prioritize and perform periodic customer business reviews in conjunction with customer, Sales and Operations to ensure satisfactory service levels, customer satisfaction, compliance with service contracts and applicable regulations, as well as internal standards of quality and safety.
• Initiate contact with customers to gauge satisfaction and communicate any important information.
• Conduct regular site visits and inspections of client facilities to ensure quality of service, compliance with service agreements, and identify enhancement opportunities.
• Track account health and profitability, service metrics, renewal dates, upsell pipeline, and customer communication to manage account retention and renewal.
• Drive upgrade revenue from new product feature adoption and expanded services.
• Generate new clients through research, cold calling, and networking within a defined market (as needed).
• Develop proposals and negotiate service agreements and maintenance contracts.
• Manage sales opportunity pipeline using Salesforce.
• Work as part of the team to develop strategies for scale and growth and leverage contacts to stay informed of new company developments.
• Maintain a good positive relationship with the customer and pass on information to the appropriate personnel for follow up, quotes, questions, or concerns.
• Ensure compliance with service contracts, applicable regulations, and internal standards of quality and safety.
• Maintain a safe and secure work environment by following OSHA and company safety programs.
• Other duties may be assigned.

Qualifications:

The qualifications listed below are representative of the elements required to perform the job successfully, however in some cases, an equivalent combination of Education, Training, Certifications and Experience may meet the job qualifications.

Education, Training, Certifications:

• High School Diploma or GED, required.
• Associate Degree in Business Management or related field, preferred.
• NICET Certifications, preferred.

Experience, Knowledge, Skill Requirements:

• 4+ years' customer service and account management experience, highly preferred.
• Sales experience in Fire and Life Safety industry is highly preferred.
• Other related experience may include sales in HVAC, commercial property and office equipment.
• Proven sales success including consistent upselling/cross-selling and established track record of success developing strong customer relationships.

Systems and Software Skills:

• 2 years operating a computer, Microsoft Office, required.

Communication Skills:

• Must have the ability to effectively read, write and communicate in English with employees, customers and board or directors.

Other Qualifications:

• Frequent travel to sites.
• Valid driver's license with acceptable driving record required.
• Reliable transportation, required.
• Must be able to comply with SFS's Drug and Alcohol policy and Background screening requirements, which may also include customer specific requirements based on contractual agreement.

Physical & Work Environment Requirements:

Reasonable accommodations