Account Manager

Job Description

Job Description

Altus Fire & Life Safety is a full-service fire and life safety services platform. We offer a complete suite of solutions, from the design, engineering, installation, and servicing of state-of-the-art fire and life safety systems to training, consulting, crisis management and business continuity services.

Northeast Fire Systems, part of the Altus Fire & Life Safey family of companies, located in Hopkinton, MA is looking for an Account Manager to join our team!

The Account Manager is the single point of contact and trusted advisor for an assigned portfolio of client accounts. This is more than a sales role — you are a relationship manager, customer advocate, and internal "quarterback" who owns the full customer lifecycle from initial engagement through ongoing growth and retention.  You drive recurring revenue, secure new building contracts, protect account margins, and deliver a seamless customer experience by coordinating FCS’s sales, operations, scheduling, estimating, and accounting teams around each client’s needs.

We value our well-being just as much as our hard work. We are committed to a holistic approach towards benefits plans and programs that support the mental, physical and financial well-being of our team members.

Responsibilities KEY ATTRIBUTES The Account Manager is expected to embody the following key attributes:

• Accountability — take ownership of every customer interaction, from first contact through resolution.
• Client Focus — prioritize long-term relationships, measured by satisfaction, retention, and growth.
• Collaboration — win as a team across Sales, Operations, Scheduling, Estimating, Accounting, and Service.
• Sense of Urgency — respond to email and phone within one hour and drive timely service coordination.
• Time Management — spend ~85% of your time on quick, high-value client responses (scheduling, quotes, contracts, relationships) and ~15% on deeper investigation and strategic problem-solving. Administrative work should never crowd out selling or customer engagement.

KEY RESPONSIBILITIES Customer Relationship Management

• Single, consistent point of contact for your portfolio — the one voice the client hears from start to finish.

• Conduct proactive outreach to review service satisfaction, surface concerns, and build long-term trust.

• Introduce yourself and set communication expectations with new or transitioning property/building managers within one week.

• Educate clients on code and compliance requirements, using each conversation as an opportunity to add value and upsell appropriate services.

• Document all client interactions in the CRM for continuity, accountability, and opportunity tracking.

Inside Sales & Portfolio Growth

• Daily outbound calling to manage open proposals, deficiency quotes, service quotes, and renewals.

• Identify and close opportunities for additional services, portfolio expansion, and new building contracts.

• Apply a structured interaction framework on every touch: Client Touch → Qualify & Approve → Opportunity Identification → Referral & Portfolio Growth.

• Review all quotes before sending — understand the client’s budget and break out tenant vs. base-building costs and priorities.

• Leverage existing relationships and tools (LinkedIn, ZoomInfo, CRM, industry networks, etc) to expand accounts and generate referrals.

Margin & Account Performance

• Monitor and maintain gross-margin (GM%) health across portfolio, identifying opportunities to improve.

• Drive profitable, recurring-revenue growth year over year across assigned accounts.

Contract Renewals & Retention

• Begin the renewal process ~90 days before expiration and participate in regular renewal reviews for contracts inside that window.

• Prepare by reviewing account GM, relationship history, outstanding deficiencies, management changes, and growth opportunities.

• Present the value of added services and compliance coverage; be proactive rather than reactive — reach out ahead of expiration, line up site visits for deficiencies, and grow the portfolio at renewal.

Collections Support

• Support the collection of outstanding and delinquent balances (0–60 day cycle) by leveraging client relationships; coordinate with Accounting to flag at-risk accounts and keep accounts current.

Sales & Operations Collaboration (Internal Quarterback)

• Route customer inquiries — scheduling, reports, quotes, invoices, deficiencies, contract questions — to the right internal team, follow through to resolution, and relay one consistent update back to the client.

• Partner with outside sales on site visits, building audits, and opportunity qualification.

• Participate in weekly Account Management / Inside Sales / Operations and portfolio-growth meetings, plus coaching and networking events (Lunch & Learns, industry conferences, client appreciation, etc).

Required Skills WHAT WE LOOK FOR
•Driven, motivated, and hungry to grow
•Customer-focused and relationship-oriented
•Professional and presentable
•Responsible and reliable
•A strong communicator — verbal, written, and virtual
•Open to learning and coaching

QUALIFICATIONS
•2+ years in inside sales, account management, customer service, or service coordination
•Experience in a technical, construction, mechanical, fire/life safety, or service-based industry is an asset
•Proficiency with CRM systems and the Microsoft Office suite
•Highly organized and deadline-driven, comfortable managing a high volume of daily outreach
•Comfortable working cross-functionally with operations, scheduling, estimating, and accounting teams
•High School Diploma or equivalent required