Account Manager

Job Description

Job Description

Overview

CoolSys solves the most complex challenges in refrigeration, air conditioning, heating, engineering, and energy management. With over 3,700 associates nationwide, we deliver tailored solutions to help businesses cut costs, improve equipment performance, and reduce emissions.

Our services include HVAC and refrigeration equipment sourcing, installation, repair, maintenance, monitoring, and optimization. We also offer engineering design, energy resilience and consumption optimization, asset recycling, and seamless multi-site rollouts across states.

CoolSys serves over 45,000 customer locations in industries like retail, food service, commercial, data centers, industrial, and pharmaceuticals.

No wonder Newsweek named CoolSys one of America’s Greatest Workplaces!

We understand that hiring great people is the foundation of everything we do. Our employee benefits packages include:

• Competitive pay: $65-75k
• Benefits: Medical, Dental, Vision and Prescription coverage.
• Paid vacation, holidays, and floating holiday.
• 401(K) with Company match.
• Company sponsored life insurance, as well as optional AD&D, short and long-term disability.
• Tuition reimbursement.
• Employee discounts on vehicles, hotels, theme parks, select cell phone bills and so much more.
• Pet Insurance.
• Legal Plan, and ID Theft Protection.

Responsibilities

The Account Manager (AM) is responsible for ensuring alignment of sales, account management, and operations teams. Develop & support long-term successful relationships with assigned accounts. Ensures customer satisfaction by proactively monitoring both the day to day execution of customer requests, as well as achievement of any customer identified Key Performance Indicators (KPI’s) and Service Level requirements. (SLA’s). Resolves escalations as they occur, and works with Operations to address gaps in our service deliverables and other issues as they arise. Reviews proposals developed by the Operations team to ensure they meet agreed upon rates, scope, and other customer requirements and are submitted in a timely manner. May participate in business reviews with assigned accounts as required. The AM will perform all duties in accordance with the company’s policies and procedures as well as all US state and federal laws and regulations, wherein the company operates.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Acts as a bridge between Customer & Operations teams on assigned accounts to ensure alignment between operational/structural processes & customer needs
• Manages day to day account activities (open work orders, quotes, customer communications, etc)
• Identifies & mitigates risks to account retention
• Identifies areas of expansion at assigned accounts and communicates to sales leadership as they arise
• Involved in the customer onboarding process
• Develops customer relationships and acts as a Customer Advocate

Qualifications

• 3-5 years in B2B Customer Service; experience in high volume, fast-paced industry preferred.
• Minimum 2 years Account Management experience preferred.
• Knowledge of commercial refrigeration and HVAC equipment and industry, a plus.
• Strong written and verbal communication skills.
• Ability to influence without authority.
• Ability to work under pressure and resolve customer service issues with professionalism and urgency.
• Ability to work in team atmosphere.
• Proficiency with Microsoft Office suite of applications (Word, Excel, PowerPoint, etc.)
• Strong written and verbal communication skills.
• Ability to develop and maintain strong customer relationships.
• Operate with a high degree of autonomy and professionalism.
• Ability to interface across all levels of the Light Commercial organization and professionally with customers of different levels.
• Ability to work with and coordinate with multiple individuals across a team.
• Demonstrate project management capabilities including, balancing competing priorities and the ability to multi-task.
• Ability to prioritize customers and initiatives.
• Demonstrate customer service skills and ability to address customer issues and concerns.