Account Manager

PremiStar • Riviera Beach, FL • 22h ago

Description

JOB SUMMARY:

The Account Manager serves as the single point of ownership for an assigned portfolio of existing commercial HVAC customers, with full accountability for retention, growth, and overall customer satisfaction. This role manages the complete customer experience-from service contract renewals and capital project sales to coordinating service delivery and resolving operational issues. The Account Manager acts as both trusted business advisor and internal advocate, ensuring seamless coordination between sales, service operations, and project execution teams. Success requires balancing revenue growth objectives with operational excellence and customer satisfaction. This role focuses exclusively on existing customer relationships; new customer acquisition is handled by a separate Business Development team.

RESPONSIBILITIES:

Develop relationships with assigned customers to increase revenue and profitability

Develop and execute customer care plans for key assigned accounts that ensure customer satisfaction, larger share of wallet, maximizing cross selling opportunities, capital budget planning, etc.

Identify and pursue opportunities to upsell: service contract expansions, equipment additions, capital replacements, new lines of business (e.g., plumbing, controls, etc.) and service scope increases Drive retention and growth by understanding customer business needs and helping them succeed

Manage preventive maintenance agreement renewals and contract negotiations with appropriate price escalations

Manage annual T&M pricing increases

Identify and pursue equipment replacement opportunities through age analysis and failure trend tracking

Coordinate planned service outages and major repairs with facility managers

Maintain detailed knowledge of products and services to ensure they consistently meet customer needs

Communicate regularly with customers to ensure satisfaction and promote ongoing contract renewal

Advise internal teams on product and service improvements based on customer feedback

Provide sales quotes and respond to requests for proposals

Answer customers' questions about services, prices, availability, or terms

Prepare service contracts, quote prices, credit terms, or other bid specifications using company practices

Emphasize service features based on analyses of customers' needs and technical knowledge

Negotiate prices or terms of service agreements

Maintain customer records, pipeline and backlog, including regular use of customer and opportunity tracking systems to maintain accurate and timely data

Visit establishments to evaluate needs or promote service sales

Develop and deliver sales presentations; close sales

Participate in sales forecasting and planning meetings

Develop and maintain professional communications with all levels of staff and customers

Partner with business development to transition new customers to existing accounts

MINIMUM AND/OR PREFERRED QUALIFICATIONS:

EDUCATION:

Bachelor's Degree in Business/Marketing/Engineering, or

High School/Trade School Diploma (or GED/High School Equivalence Certificate) with 2-5 years of commercial HVAC/controls service or sales experience

EXPERIENCE:

3-5 years of experience in commercial HVAC, building services, or facilities management, with at least 2 years in account management or technical sales role. Experience managing service contracts and capital equipment sales required. Experience in preparing service contracts, cost estimates, and negotiating contract terms and price increases.

Exposure to complex tasks within the job function; occasionally directed in several aspects of the work

CERTIFICATES, LICENSES, REGISTRATIONS:

n/a

SKILL REQUIREMENTS:

Understanding of commercial HVAC systems, controls, and building automation

Reading mechanical drawings and equipment schedules. Financial analysis skills (ROI, life cycle costing, energy savings calculations

Can interpret service reports and explain technical findings to non-technical buyers

Customer focus

Communication proficiency

Innovation

Collaboration

Financial management

Presentation skills

Attention to detail and ability to work independently

Personal computer skills, strong typing ability, and knowledge of Microsoft Office

Experience with Microsoft Dynamics 365 preferred

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Must be able to conduct site visits in mechanical rooms, rooftops, and other equipment locations. May require climbing ladders, working in temperature extremes, and wearing PPE.

WORK ENVIRONMENT:

This job operates in both an office and a field environment Must be able to sit and/or stand for extended periods of time

REASONABLE ACCOMMODATION:

Reasonable accommodation will be made to enable individuals with disabilities to perform the essential job functions unless doing so presents an undue hardship on the Company's business operations

OTHER DUTIES:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities required of the employee for this job Duties, responsibilities, and activities may change at any time with or without notice Employees understand the above job description and agree to comply with and be subject to its conditions Employee further agrees this job description does not alter their at-will employment status Employees understand the Company reserves the right to delegate, remove, expand, or change all responsibilities Employees acknowledge that they can fulfill the above duties with or without reasonable accommodation.

Equal Opportunity Employer

This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights (https://www.eeoc.gov/poster) notice from the Department of Labor.

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