Service Account Manager

Job Description

Job Description

Description:

The Service Account Manager will have the responsibility of overseeing and cultivating client relationships. Your role will be to function as an intermediary between Maxair and its Customers, ensuring that their requirements are met, any issues are addressed, and a high rate of renewal for both existing and future maintenance agreements is attained. 

Your role will involve providing support to clients by assisting them with repairs, replacements, and estimating project pricing. Additionally, you will explore opportunities for cross-selling inside Maxair, such as in the areas of Controls and Plumbing. You will create strategies to enhance client contentment and cooperate with internal divisions to fulfill client expectations. Proficiency in communication, exceptional organizational skills, and a comprehensive understanding of the company's services are essential for achieving success in this role.

At Maxair, we believe that our customers’ satisfaction is the goal of our work. We safely provide the highest quality products and services for a fair price. Our employees’ personal happiness and job satisfaction are critical to our success, and we value our employees as professionals.

Requirements:

Client Relationship Management:

• Establish and sustain solid, long-lasting client connections

• Serve as the client's primary point of contact for any inquiries, issues, and requests

• Understand clients’ needs, goals, and challenges to provide tailored solutions

Account Development:

• Identify opportunities for cross-selling of services (Plumbing, Controls, Etc…)

• Collaborate with clients to develop strategic plans that align with their business objectives

Communication:

• Willingness and ability to generate opportunities to promote and sell all services on the phone and face to face

• Effectively communicate with clients to ensure clear understanding of expectations

• Provide regular updates in a timely manner on project status, deliverables, and timelines

i. Set and maintain clear and deliverable dates

• Address any issues or concerns promptly and professionally

Project Management:

• Self-managed projects will be repairs or replacements that are under 80 hours of strict Service Technician work and do not involve another trade, i.e., Pipefitting, Sheetmetal, Plumbing, Etc. Repairs and replacements that take over 80 hours of Service Technician work and/or involves another trade will be handed to Project Operations to manage 

• Monitor project progress and ensure timely delivery of services

i. Provide customer with regular and detailed updates on status of all projects

• Manage client expectations and scope changes to prevent misunderstandings

Problem Resolution:

• Identify and resolve client issues or complaints in a timely manner

• Work with relevant teams to find solutions and prevent recurrence of problems

• Ensure clients feel valued and supported throughout any challenges they face

Client Retention:

• Drive renewal of existing maintenance agreements

i. Proactively engage with clients to understand their evolving needs

ii. Anticipate potential issues and address them before they impact the client relationship

iii. Provide exceptional customer service to enhance client loyalty and retention

Reporting and Analysis:

• Maintain accurate records of client interactions, transactions, and communications

i. Keep equipment current and up to date

1. Includes units that have been replaced

ii. Unit I.D are uniform across our records and the customers

• Analyze data and metrics to track client performance and identify growth opportunities.

• Provide Capital Budget annually to customer for improvements to their facilities

Market Knowledge:

• Stay updated on industry trends, competitors, and market conditions to ensure our pricing is in line with the current market trends

• Use market insights to provide valuable recommendations and insights to clients

• Keep customers informed of current market trends and industry regulations that influence their facilities so they can make proactive decisions.

Negotiation and Contracts:

• Negotiate terms, pricing, and contracts for Maintenance Agreement renewals

i. Partner with Service Managers to ensure contract terms are being met

1. Renegotiate contract for increases if need

ii. Review contract Gross Margins with Service Managers,

1. Renegotiate contract for increases if need

iii. Increase contract renewals for 1-year agreements to 3-years agreements

• Ensure contracts are accurately prepared and aligned with client needs.

Business Development:

• Develop and implement strategies to expand the client portfolio.

i. Increase current contract with additional services

ii. Add more facilities with customers who have multiple facilities

• Engage with property management company where we have a tenant as a customer

• Reach out to neighboring business to our customers

• Ask our clients for recommendations and referrals to other businesses

Compensation

Base Salary:

• Base salary is administered through a merit increase program with significant focus on achieving yearly performance goals, enhancing account growth and expansion, capital planning, maintaining client loyalty, and optimizing long-term performance factors

Commission:

• Employees will be paid commissions as defined below for closing sales on behalf of Maxair

Eligible Sales

• An eligible sale will be a proposal signed by an authorized representative of the customer’s organization or a purchase order (P.O.) signed and approved by Maxair