Client Account Manager

Job Description

Job Description

About Us

We are a leading provider of commercial kitchen exhaust and fire safety services across New York City, Long Island, and Westchester. We take pride in delivering high-quality service, maintaining long-term client relationships, and upholding the highest safety standards.

We’re seeking an experienced, sharp, and proactive Dispatcher/Scheduler who knows the five boroughs inside and out and can manage a high volume of field service operations with precision, professionalism, and urgency.

Done Right Hood & Fire Safety is looking for an Account Manager to join our team in our Brooklyn office. This person will operate as the lead on all critical business accounts. The focus of this vital role is to manage the relationship with the client by creating a positive working relationship. The Account Manager is responsible for addressing client issues and responding to questions.

The ideal candidate comes with experience in account management and developing new business opportunities among both existing and new customers. Excellent cross-functional experience working with customer service and product development to improve the entire customer experience is a critical factor in this role. 

Responsibilities: 

• Oversee customer account management – Includes developing new business along with negotiating contracts and agreements to maximize profits.
• Collaborate cross-functionally – Work closely with the sales team to achieve quotas while keeping clients satisfied and engaged with products and services.
• Ensure delivery to customers - Facilitate the timely and successful delivery of solutions according to customer needs and objectives.

1. Client Relationship Management

• Serve as the main point of contact for ongoing clients.
• Conduct regular check-ins to ensure service quality.
• Understand client needs, preferences, and long-term goals.

2. Contract & Account Oversight

• Manage service contracts (renewals, upsells, scope changes).
• Ensure service levels (SLAs) are met.
• Handle billing questions or escalations.

3. Sales & Revenue Growth

• Identify opportunities for additional services or upgrades.
• Prepare proposals or quotes for expanded work.
• Coordinate with sales teams for new business.

4. Service Coordination

• Work with schedulers/operations to ensure clients receive services as promised.
• Communicate client-specific instructions or requirements to the service team.
• Escalate issues internally (quality concerns, repeated failures, etc.).

5. Problem Resolution

• Handle customer complaints or escalations professionally.
• Develop plans to improve service delivery for high-value clients.
• Maintain client satisfaction and retention.

6. Reporting

• Provide clients with service reports, performance metrics, or project status updates.
• Track account health and forecast revenue.

Requirements: 

• Bachelor's degree in Business, Sales or related field
• Strong verbal and written communications skills
• Excellent listening, negotiation, and presentation abilities
• Familiarity with CRM software preferred
• Proven ability to juggle multiple account management projects at a time, while maintaining sharp attention to detail
• Demonstrable ability to communicate, present and influence key stakeholders at all levels of an organization, including executive and C-level
• Some travel required for this role

Benefits:

• Commuter assistance
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Experience:

• Dispatching: 3 years (Required)

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