Account Manager

A-PRIME; Canton (MA); On-site; USD 60,000 - 85,000; Full time

Benefits offered by this job

Competitive pay

Growth opportunities

Team-oriented culture

Hands-on operations experience

Job summary

A-Prime is seeking an Account Manager to own assigned customer accounts and service provider relationships, overseeing the full lifecycle of work orders from dispatch to completion, while delivering a Customer Obsessed experience.

You will coordinate quotes, track progress, maintain records in CMMS systems, and grow account performance by staying aligned with core services including doors, dock equipment, material handling, vertical transportation, conveyors, and balers and compactors.

Qualifications

• 2+ years of customer service and account management experience (facility services industry preferred).
• Strong communication skills, including active listening and clear articulation; excellent phone etiquette with high-volume communication.
• Ability to solve problems, alleviate conflicts, and escalates tactfully.
• Strong organizational skills with attention to detail and the ability to multitask and prioritize effectively.
• Ability to work independently and as part of a collaborative team.
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).
• Experience using CMMS systems such as Work Oasis, Corrigo, Service Channel, FM Pilot, or similar.
• Willingness to participate in after-hours on-call rotation for emergency service requests.

Responsibilities

• Own and manage relationships with assigned customer accounts, serving as their dedicated point of contact.
• Respond quickly and professionally to inquiries regarding quotes, work orders, status updates, and escalations.
• Follow up with customers regularly, providing proactive updates on open work orders and service timelines.
• Drive customer satisfaction and retention through consistent, responsive communication.
• Own and manage relationships with the service provider network for assigned accounts.
• Prospect and onboard new vendors where coverage or capabilities are needed.
• Hold service providers accountable to quality, timelines, and A-Prime standards.
• Maintain clear communication with vendors on job requirements and deadlines.
• Dispatch service requests in a timely manner with accurate information.
• Create and send quotes for work orders with competitive pricing.
• Track work orders from initiation through completion and resolve delays.
• Maintain accurate records within work order management systems.
• Build expert knowledge of A-Prime's products and core services (doors, dock equipment, material handling, vertical transportation, conveyors, balers/compactors).
• Stay current on industry trends and service best practices to improve account performance.

Skills

Customer service

Account management

Communication

Organizational skills

Multitasking

Microsoft Office

CMMS experience

On-call rotation

Tools

Work Oasis

Corrigo

Service Channel

FM Pilot

Job description

The Account Manager is the primary point of ownership for assigned customer accounts and service provider relationships at A-Prime. This role is responsible for managing the full lifecycle of work orders, from dispatching and quoting through completion and follow-up, while delivering a Customer Obsessed experience at every touchpoint. The Account Manager ensures timely service execution, clear communication, and long-term satisfaction for both customers and vendors.

Key Responsibilities

Customer Relationship Management

• Own and manage relationships with assigned customer accounts, serving as their dedicated point of contact
• Respond quickly, professionally, and accurately to customer inquiries regarding quotes, work orders, status updates, and escalations via email, phone, and industry-based software
• Follow up with customers regularly, providing proactive updates on open work orders and service timelines
• Drive customer satisfaction and retention through consistent, responsive communication

Service Provider Management

• Own and manage relationships with the service provider network for assigned accounts
• Prospect and onboard new vendors in areas where coverage or capabilities are needed
• Hold service providers accountable to quality expectations, timelines, and A-Prime standards
• Maintain clear, consistent communication with vendors on job requirements and deadlines

Work Order Management

• Dispatch service requests in a timely manner, ensuring accurate information and appropriate provider assignment
• Create and send quotes for work orders, ensuring competitive and accurate pricing
• Track work orders from initiation through completion, proactively resolving delays or issues
• Maintain accurate and up-to-date records within work order management systems

Industry Knowledge and Growth

• Build expert, dynamic knowledge of A-Prime's products, services, and core areas of expertise including doors, dock equipment, material handling, vertical transportation, conveyors, and balers and compactors
• Stay current on industry trends, customer needs, and service best practices to continuously improve account performance

Qualifications

• 2+ years of customer service and account management experience (facility services industry preferred)
• Strong communication skills, including active listening and clear articulation Excellent phone etiquette and comfort with high-volume customer and vendor communication
• Ability to solve problems, alleviate conflicts, and escalates tactfully
• Strong organizational skills with attention to detail and the ability to multitask and prioritize effectively
• Ability to work independently and as part of a collaborative team Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)
• Experience using Work Oasis, Corrigo, Service Channel, FM Pilot, or another CMMS system strongly preferred
• Willingness to participate in after-hours on-call rotation for emergency service requests

Core Values Alignment

The ideal candidate embodies A-Prime's core value of being Customer Obsessed, going above and beyond to ensure every customer interaction reflects our commitment to responsiveness, reliability, and partnership

What We Offer

• Competitive pay
• Opportunity to grow within the Operations Team
• A supportive, team-first culture
• Hands‑on experience in facility services operations