Account Manager

The Account Manager serves as the single point of ownership for an assigned portfolio of existing commercial HVAC customers, with full accountability for retention, growth, and overall customer satisfaction. This role manages the complete customer experience—from service contract renewals and capital project sales to coordinating service delivery and resolving operational issues. The Account Manager acts as both trusted business advisor and internal advocate, ensuring seamless coordination between sales, service operations, and project execution teams. Success requires balancing revenue growth objectives with operational excellence and customer satisfaction. This role focuses exclusively on existing customer relationships; new customer acquisition is handled by a separate Business Development team.

RESPONSIBILITIES:

• Develop relationships with assigned customers to increase revenue and profitability
• Develop and execute customer care plans for key assigned accounts that ensure customer satisfaction, larger share of wallet, maximizing cross selling opportunities, capital budget planning, etc.
• Identify and pursue opportunities to upsell: service contract expansions, equipment additions, capital replacements, new lines of business (e.g., plumbing, controls, etc.) and service scope increases Drive retention and growth by understanding customer business needs and helping them succeed
• Manage preventive maintenance agreement renewals and contract negotiations with appropriate price escalations
• Manage annual T&M pricing increases
• Identify and pursue equipment replacement opportunities through age analysis and failure trend tracking
• Coordinate planned service outages and major repairs with facility managers
• Maintain detailed knowledge of products and services to ensure they consistently meet customer needs
• Communicate regularly with customers to ensure satisfaction and promote ongoing contract renewal
• Advise internal teams on product and service improvements based on customer feedback
• Provide sales quotes and respond to requests for proposals
• Answer customers’ questions about services, prices, availability, or terms
• Prepare service contracts, quote prices, credit terms, or other bid specifications using company practices
• Emphasize service features based on analyses of customers’ needs and technical knowledge
• Negotiate prices or terms of service agreements
• Maintain customer records, pipeline and backlog, including regular use of customer and opportunity tracking systems to maintain accurate and timely data
• Visit establishments to evaluate needs or promote service sales
• Develop and deliver sales presentations; close sales
• Participate in sales forecasting and planning meetings
• Develop and maintain professional communications with all levels of staff and customers
• Partner with business development to transition new customers to existing accounts

EDUCATION:

• Bachelor’s Degree in Business/Marketing/Engineering, or
• High School/Trade School Diploma (or GED/High School Equivalence Certificate) with 2-5 years of commercial HVAC/controls service or sales experience

• 3-5 years of experience in commercial HVAC, building services, or facilities management, with at least 2 years in account management or technical sales role. Experience managing service contracts and capital equipment sales required. Experience in preparing service contracts, cost estimates, and negotiating contract terms and price increases.
• Exposure to complex tasks within the job function; occasionally directed in several aspects of the work

• n/a

• Understanding of commercial HVAC systems, controls, and building automation
• Reading mechanical drawings and equipment schedules. Financial analysis skills (ROI, life cycle costing, energy savings calculations
• Can interpret service reports and explain technical findings to non-technical buyers
• Customer focus
• Communication proficiency
• Innovation
• Collaboration
• Financial management
• Presentation skills
• Attention to detail and ability to work independently
• Personal computer skills, strong typing ability, and knowledge of Microsoft Office
• Experience with Microsoft Dynamics 365 preferred

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Must be able to conduct site visits in mechanical rooms, rooftops, and other equipment locations. May require climbing ladders, working in temperature extremes, and wearing PPE.

WORK ENVIRONMENT:

This job operates in both an office and a field environment Must be able to sit and/or stand for extended periods of time

REASONABLE ACCOMMODATION:

Reasonable accommodation will be made to enable individuals with disabilities to perform the essential job functions unless doing so presents an undue hardship on the Company’s business operations

OTHER DUTIES:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities required of the employee for this job Duties, responsibilities, and activities may change at any time with or without notice Employees understand the above job description and agree to comply with and be subject to its conditions Employee further agrees this job description does not alter their at-will employment status Employees understand the Company reserves the right to delegate, remove, expand, or change all responsibilities Employees acknowledge that they can fulfill the above duties with or without reasonable accommodation.