Customer Account Manager

JOB SUMMARY:

Customer Account Manager is a responsible for managing and developing relationships with clients in the fire protection industry. They serve as the main point of contact for customers, ensuring their needs are met and fostering long-term partnerships. Their role typically involves sales, account management, and ensuring customer satisfaction with fire protection services and products, such as fire alarms, sprinkler systems, suppression systems, and inspections.

ESSENTIAL JOB DUTIES:

Customer Relationship Management

• Build and maintain strong relationships with new and existing clients.
• Serve as the primary liaison between the company and customers, addressing inquiries, concerns, and requests.

Sales and Business Development

• Identify and pursue new business opportunities within the assigned territory or customer base.
• Prepare and present tailored proposals for fire protection services and products.
• Achieve sales targets and contribute to company growth.

Account Oversight

• Monitor client accounts to ensure timely and high-quality service delivery, including inspections, maintenance, and installations.
• Provide regular updates on fire protection systems and compliance requirements.

Technical and Compliance Knowledge

• Stay informed about fire protection codes, regulations, and industry trends to provide accurate guidance.
• Assist clients in understanding and meeting compliance requirements.

Collaboration with Internal Teams

• Coordinate with service, inspection, and installation teams for seamless service delivery.
• Work with finance and administrative teams to manage contracts, billing, and account records.

Customer Retention and Satisfaction

• Implement strategies to retain clients and enhance satisfaction through excellent service and communication.
• Address customer feedback to improve services and relationships.
• 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)

Experience, Knowledge, and Skill Requirements:

• 2 years of customer service and computer experience
• 1 year scheduling experience (preferred)
• Familiarity with local zip codes and geographic regions to ensure efficient scheduling
• Sales and negotiation abilities to drive business growth
• Knowledge of fire protection systems, services, and regulatory compliance
• Organizational and problem-solving skills for managing multiple accounts effectively

Communication Skills:

• Strong interpersonal and communication skills to build lasting relationships
• Ability to effectively read, write, and communicate in English with employees and customers

Systems and Software Skills:

• Ability to operate a computer
• Proficiency in customer relationship management (CRM) tools and basic office software
• Advanced Microsoft Office experience (Excel, Word, Outlook) required

Other Qualifications:

• Valid driver's license with an acceptable driving record (required)
• Must comply with SFP's Drug and Alcohol policy and Background screening requirements, including customer-specific requirements based on contractual agreements

PHYSICAL & WORK ENVIRONMENT REQUIREMENTS:

Reasonable accommodations may be made to enable individuals with disabilities to perform Essential Job Duties.

Physical Requirements:

While performing the duties of this job, the employee is required to sit for long periods. Employee will occasionally be required to bend, kneel, balance, lift <30lb, walk, stand, ascend/descend stairs, drive, twist, and reach above and below shoulders.

Work Environment:

Employee will consistently be required to work indoors in an office setting, work alone and with others. Office settings are mild to moderate temperatures.

We are fully committed to equal opportunities for employment to all individuals regardless of race, national origin, gender, religion, sexual orientation, disability, familial status, and any other classification protected under the law. We are an Equal Opportunity, Affirmative Action employer.
While this job description is intended to be an accurate reflection of the position, management reserves the right to modify, add, or remove duties and to assign other duties as necessary.

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