Customer-Obsessed Account Manager - Growth & Operations

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

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.