Service Account Manager

Position Summary

The Service Account Manager serves as the primary relationship manager for existing and prospective clients within our Service Division. This role is responsible for developing new business opportunities, maintaining strong client relationships, identifying service needs, and ensuring exceptional customer satisfaction. The Service Account Manager works closely with operations, field personnel, and leadership to deliver solutions that support client needs while driving revenue growth and long-term partnerships.

Essential Duties & Responsibilities

Business Development & Account Management

• Develop and maintain relationships with commercial, industrial, and institutional clients.
• Identify new business opportunities and generate leads for service agreements, repairs, and projects.
• Conduct regular client visits to assess needs and strengthen partnerships.
• Prepare proposals, estimates, and service agreements for clients.
• Negotiate contracts and renewals while ensuring customer satisfaction.
• Meet or exceed sales and revenue targets established by leadership.

Customer Service & Client Relations

• Serve as the primary point of contact for assigned accounts.
• Respond promptly to client inquiries and resolve concerns in a professional manner.
• Coordinate with service teams to ensure timely and quality delivery of services.
• Conduct account reviews and maintain regular communication with customers.
• Promote additional services and solutions based on client needs.

Project Coordination & Internal Collaboration

• Work closely with operations and field teams to schedule service work and projects.
• Ensure accurate communication of customer expectations, scope, and timelines.
• Monitor project progress and follow up to ensure customer satisfaction.
• Assist in resolving scheduling, billing, or service-related issues.
• Maintain detailed customer records and activity reports within CRM systems.

Reporting & Administration

• Track sales activities, pipeline development, and account performance.
• Prepare regular reports on business development efforts and customer activity.
• Maintain accurate documentation of proposals, contracts, and correspondence.
• Stay informed on market trends, competitors, and industry developments.

Qualifications & Experience

• Bachelor's degree in Business, Sales, Construction Management, or a related field preferred.
• Minimum of three (3) years of experience in account management, business development, sales, or service operations.
• Experience in the mechanical, HVAC, construction, or service industry preferred.
• Proven ability to build relationships and generate new business opportunities.
• Strong communication, negotiation, and customer service skills.
• Proficiency in Microsoft Office and CRM software.
• Valid driver's license and ability to travel to customer locations as needed.

Knowledge, Skills & Abilities

• Strong interpersonal and relationship-building skills.
• Ability to manage multiple accounts and priorities simultaneously.
• Excellent problem-solving and conflict-resolution abilities.
• Strong organizational and time management skills.
• Ability to work independently while collaborating with cross-functional teams.
• Professional presentation and communication skills.
• Commitment to delivering exceptional customer experiences.

Work Environment & Physical Requirements

• Combination of office and field work at customer locations and jobsites.
• Frequent travel within assigned territories.
• Ability to sit, stand, walk, and operate a computer for extended periods.
• Occasional lifting of materials up to 25 pounds.
• May require visits to active construction sites and mechanical spaces.