Service Account Manager / ATL

The Service Account Manager is responsible for fostering strong client relationships, ensuring customer satisfaction, and managing the delivery of services or products to clients. This role serves as the primary point of contact between Gaylor Electric and clients, upholding a high standard of customer satisfaction by understanding client needs and addressing issues.

Additionally, the Service Account Manager plays a crucial role in driving account growth and fostering long-term, mutually beneficial relationships.

Position Requirements

• Uses Gaylor Core Values as tools to carry out all job responsibilities
• Excels in interpersonal relationships, conflict resolution, negotiation, and customer service
• Strong administrative, organization, and communication skills
• Organizes and prioritizes workload to meet deadlines
• Maintains appropriate records, files, and documentation
• Must be computer literate and able to process documents in Microsoft Suite in addition to quickly learning Gaylor’s operating software

• Builds and maintains strong client relationships, acts as the main contact, and regularly assesses satisfaction
• Develops strategic plans, creates tailored solutions, and anticipates risks and opportunities
• Ensures services meet expectations, resolves issues promptly, and adheres to Service Level Agreements (SLAs)
• Addresses and escalates client concerns for timely solutions
• Handles contract renewals and negotiations, ensuring compliance
• Analyzes account performance and customer feedback to identify improvement areas
• Identifies opportunities to offer additional services
• Works with internal teams to align service delivery with client expectations
• Implements strategies to enhance satisfaction and retention
• Uses client feedback to drive improvements and refine strategies

• Must be able to work scheduled hours, as well as additional hours if needed, on short notice
• Must be able to remain calm in times of heightened emotional situations
• Must work well with others as a member of a team to complete tasks

• Must be able to wear personnel protective equipment (i.e., hard hat, safety glasses, gloves, high visibility vest, safety harness, etc.) when required
• Repetitive use of arms, hands, and fingers
• Possess good vision/hearing (normal or corrected)
• Ability to work while sitting or standing for long periods
• Must be able to lift up to 20 pounds at times

• High school graduate or equivalency required; college degree, preferred

• One or more years’ account management experience, preferred